Complaints

This profile includes complaints for Sunnova Energy International Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Sunnova Energy International Inc.

  20 Greenway Plz Ste 540 Houston, TX 77046-2015

• 

  Sunnova Energy Corporation

  252 Ave Ponce De Leon Fl 20 San Juan, PR 00918-2001

• 

  Sunnova Energy Corporation

  6531 Irvine Center Dr #200 Irvine, CA 92618

• 

  Sunnova

  PO Box 206315 Dallas, TX 75320-6315

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:08/01/2024

  Type:Customer Service 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.

  Purchased a home in October of 2023 that had Sunnova installed panels on the roof. The solar was represented as being owned by the previous homeowner. In April of 2024 I was seeking more information about claiming the ***** for the panel production from the state. They informed me that Sunnova was still listed as the owner in the state system and that they would need to fill out a transfer form in order to allow me to have rights to the ***** in the state system. Since April I have been going back and forth with Sunnova's ******* customer service to try and get this done. They first let me know that the lease in their system needed to be transferred to me. I found it odd there was still a lease when the solar was represented as owned by the previous owner and transferred to me. Sunnova has consistently been giving me conflicting information in regards to ownership of the panels. They have no issue bothering me asking me to sign the lease transfer form from the previous owner to myself, but whenever I ask for clarification on a certain issue they go silent. Currently I have been following up with their customer service daily asking for clarification on some items in the transfer form before I sign it. Specifically they are asking me to "assume all obligations, liabilities, rights and interests of every kind and character, including entering into net metering and interconnection agreements, of the Prior Owner under the Lease."I have stated that before I inherit any obligations of the previous lease that I be allowed to review the lease agreement. They have not sent me a copy of it to review and have not answered me at all after I started asking for this.

  Business Response

  Date: 08/14/2024

  Sunnova apologizes for any issues this may have caused. We are currently working on generating a prepayment letter for the customer to review. Your case handler will continue to request updates and answer any questions you may have.

• Initial Complaint

  Date:08/01/2024

  Type:Billing 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.

  Since Turning my system on January the 8th of 2024. Sunnova has not provide me with a breakdown of how my KWH is actually getting distributed. This non disclosure is extremely Suspicious. My production consumption shouldn't be hidden from me. Also, when I called they are stating that I over consumed all the energy produced yet still are my power company is still pulling energy from the grid. THIS MAKES NO SENSE. Now if I stop paying for this, I will be wrong yet you guys are falsifying actual energy that was consumed. I need to see my actual breakdown on my bill .

  Business Response

  Date: 08/14/2024

  Sunnova apologizes for any issues this may have caused. Your case handler has provided the data requested in order to address any production concerns with the system. Additionally, the system has been confirmed to be reporting and producing without issues.

  Customer Answer

  Date: 09/03/2024

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  Im not sure how to ***ly to this message on the site. Also no one from Sunnova called me. I tried calling them a few times was passed around from *** to *** with zero resolution. They email me an excel sheet with some numbers but I have no way to interpret the data and again no one called me.

  
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 09/12/2024

  Thank you for submitting your concerns to Sunnova. This message is to confirm that we have received your concern and will address it under Case-********. Sunnova will collaborate with the billing department to assess the issue and provide clear expectations on the next steps. The case owner will reach out to ******** ********* via phone and email with their contact information to ensure the customer has a direct point of contact.

  Customer Answer

  Date: 09/17/2024

  This issue started back in July of 2024.  I contacted Sunnova several times asking to speak to someone that can provide some insight to how much energy are my panels producing  and the breakdown from how much is my home consuming and what is being sent over to Duke energy.  I got no where.  So on August 5th I did my first BBB complaint #********.  Shortly after that complaint I was email by ***** *****. I assume a fake name from Sunnova on August 6th stating our internal team confirmed that your system is working correctly with no other explanations to me. This AI email me to excel spreadsheets that again looks like just numbers with no way for me to interpret, so called them for an explanation. After calling 3 times and asking for help on these documents no one helped me.  The next step I did was after paying my August bill successfully. I stopped my autopay and asked them to send me a bill in hopes I can see the break down. Sunnova refused to do this instead retaliated by charging me an extra 82 dollars stating that I didn't pay them even thought I can see the payment successful and saying received on sunnova website.   Today I got a voicemail from a **** *****.  I called back 20 mins and no answer. Now I fear that this will be a repeat of July and will document everything because I see that this company is extremely unethical and hiding information when I ask for it. I've also attach a screenshot of all the successful payments made to Sunnova. So you can clearly see I haven't paid September.  I owe one month and that just September but my current balance with them is now 174.  How is this possible and legal for them to do this because I want a breakdown of how my system actually functions????
  

  Business Response

  Date: 09/19/2024

  Sunnova would like to clarify Complaint: ********. Our records show that the customer was emailed an Excel spreadsheet with her system's production and consumption data on 8/6/2024 at *************************** case handler attempted to contact the customer on 9/13/2024 to address any additional concerns but was unable to reach them. If the customer could provide the best time to be contacted, we would be happy to discuss any further concerns.

  Customer Answer

  Date: 09/19/2024

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   This issue started back in July of 2024.  I contacted Sunnova several times asking to speak to someone that can provide some insight to how much energy are my panels producing and the breakdown from how much is my home consuming and what is being sent over to Duke Energy and I got nowhere.  On August 5th I did my first BBB complaint #********.  Shortly after that complaint I was email by ***** *****. I assume a fake name from Sunnova on August 6th stating our internal team confirmed that your system is working correctly with no other explanations to me. This AI email me to excel spreadsheets that again looks like just numbers with no way for me to interpret, so called them for an explanation. After calling 3 times and asking for help on these documents no one helped me.  The next step I did was after paying my August bill successfully. I stopped my autopay and asked them to send me a bill in hopes I can see the break down. Sunnova refused to do this instead retaliated by charging me an extra 82 dollars stating that I didn't pay them even thought I can see the payment successful and saying received on Sunnova website.   Today I got a voicemail from a **** *****.  I called back 20 mins and no answer. Now I fear that this will be a repeat of July and will document everything because I see that this company is extremely unethical and hiding information when I ask for it. I've also attached a screenshot of all the successful payments made to Sunnova. So, you can clearly see I haven't paid September.  I owe one month and that just September but my current balance with them is now 174.  How is this possible and legal for them to do this because I want a breakdown of how my system actually functions????
  
  
  Thank you 
  ******** *********
  ************
  

  
  

  
  

  Business Response

  Date: 09/27/2024

  Sunnova apologizes for any concerns related to your customer service experience. The case handler contacted the customer on 9/26/2024 to go over her billing and system consumption concerns. The customer was informed that she can set up an account with Enphase ********************** *** to monitor her systems production &consumption. To assist the customer with setting up her account, our internal team sent a "how to" invitation to email: ******************************** on 9/18/2024.The customer requested to have her autopay turned off and to enroll in paper billing, and these requests were fulfilled on 9/27/2024. Additionally, our ***************************** confirmed that there was no double drafting for the customer's August invoice. The customer did not pay the September invoice which carried over an outstanding balance, which consist of her unpaid September and upcoming October invoice.

• Initial Complaint

  Date:08/01/2024

  Type:Customer Service 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.

  We have the Sunnova solar panels which were installed by Titan Solar, who have since been forced out of business by the State of ****** for unethical business practices. Since the install we have had numerous roof leaks, Titan came out 5 times to ***air. The last time they came out, the techs checked and discovered that the panels were installed on the roof seams. Now we must ***lace the underlayment and possibly the attic insulation. I have called Sunnova everyday for a week, at 1 point was on hold for over 3 hours then disconnected. The next day, pressed the call back option, still nothing after 4 days. The next day they transferred me to the wrong department. I need the panels removed from the house to let the roofers work. We have 8 days of rain scheduled so with the leaks going into the attic I'm afraid of Black Mold that will affect our health. I mentioned that to the customer service *** but they don't seem to care. This is a warranty item that Sunnova acknowledged but no one wants to schedule the removal of the panels so I can get the work done.

  Business Response

  Date: 08/14/2024

  Sunnova apologizes for the installation concerns and health hazards at hand. We have re-scheduled your service appointment to 8/16/2024 between 1:00 PM - 4:00 PM, and your case handler has reached out to provide this update, as well as follow up to ensure this service was completed.

  Customer Answer

  Date: 08/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and look forward to hearing their findings after the techs arrive
  
  
  
   
  

• Initial Complaint

  Date:08/01/2024

  Type:Customer Service 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.

  A service technician was dispatched to my house without any notice, I then contacted sunnova to learn that my system has been offline for over 3.5 weeks during the hottest part of the summer, I scheduled an appointment for them to come out and no one showed, Then someone responding to the Initial BBB asked to schedule the same appt, and today 07/31/24 I was sent another email regarding a schedule for them to come out. This is a failure on the company, and I encourage others not to buy into sunnova because they can't fix existing issues within the company. Fix my solar and compensate for the lost time during the hottest part of the summer.

  Business Response

  Date: 08/14/2024

  Sunnova apologizes for any inconvenience this situation may have caused. We have confirmed the service appointment for 8/15/2024, between 7:00 AM - 10:00 AM. This service has been set to replace the inverter and confirm proper system operations. Please respond to your case handler if you have any concerns with this upcoming service.

• Initial Complaint

  Date:07/31/2024

  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 panels have not been producing for the past 3 months. When i noticed my energy bill was extremely higher than normal, I reached out to Sunnova. They stated they were aware of the issue and that there was a working case but failed to notify me about any of this. They also stated that they dont know when they could get a technician to come look at it. So Im just supposed to pay the high energy bills plus theyre $90 a month until someone can come look at the panels. I asked if I would receive any type of credit towards my energy bill since its not my fault that they are defective. And they said they cant answer that question. Seems as though they cant give me any type of answers. They failed to inform me of any issues for the past 3 months when they were well aware of the defective panels from the beginning. Im appalled of the lack of customer service. They also failed to inspect my roof prior to installing and I have leaks in my roof and in order to get it fixed I would have to pay them over ***** just to remove them and reinstalled after I pay a roofing company to repair the roof.

  Business Response

  Date: 08/14/2024

  Sunnova apologizes for any inconvenience caused by this case. We have completed the review and issued a $150.00 credit to the account. The customer has been informed of this feedback.

• Initial Complaint

  Date:07/31/2024

  Type:Order 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.

  June 2020, a representative of SunNova made contact with my 88 year old father who signed a 25 year contract on solar panels for his house at **************************************************************. July 5, 2024 my father passed away at 92 years old. I am the executor of his will. I have a perspective buyer for his house. I have made calls and sent emails attempting to get information on removing the solar systemm, or what the monthly cost would be and what the costs would be to purchase the system. Fist of all I have concerns with them selling my father a 25 yr. contract at his age of 88. Secondly I am unable to get the same information that I requested from their represenitives. Each time I call I get differant answers.

  Business Response

  Date: 08/14/2024

  Sunnova apologizes for any inconvenience caused by this case. We have sent the requested prepayment to the customer and are currently waiting to hear if there are any additional requests.

  Customer Answer

  Date: 08/14/2024

  [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 is not acceptable. I have a retained an attorney to assist with this complaint. If this viewed by another consumer beware of this scam!
  
  
  
   
  

• Initial Complaint

  Date:07/30/2024

  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.

  I signed the lease to own program with Sunnova. The panels worked well from 2021 till last summer. The panels have stopped producing energy and it takes days to get someone out here while you rack up an energy bill. Its July and they have cancelled twice to come fix my panels. The panels only worked for 12 days this month. I just rescheduled and they said it will be another week for someone to come and look at them.

  Business Response

  Date: 08/14/2024

  Sunnova apologizes for any inconvenience this situation has caused. The technician visit has been completed; the disconnect was swapped, all micros are now producing and communicating, and this was confirmed with Enphase tech support.

  Customer Answer

  Date: 09/30/2024

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]

  Complaint Type:

  Repair Issues *****************************************************************************************************************************************************************************************************************

  Problem:

  We bought our home in October 2023. The solar panels came with the house. We transferred the agreement to me. Shortly after I notice the roof on the garage is sinking. We had a tech come and they thought it was a "roof leak" they took pictures and sent it in with a report showing the how much the roof and sunk from the solar panels. A couple months went by and I heard nothing. I called and emailed numerous time. I told them I was going to get a quote to have it repaired. Sunnova told me not too and they would send someone out. I didn't hear back. I have been emailing and calling for over a month now. I keep being told the same thing. "We apologize for any inconvenience this may have caused you, and thank you for your patience and understanding as we work to resolve this matter. This is to inform you that your case, reference number ********, has been forwarded to our internal resolution team. Our team will contact you as soon as possible to follow up." and nothing happens. I have asked to speak with a supervisor every time and no one reaches out. They are now saying since its not a roof leak its not covered under the warranty. Per their agreement this is part of the roof repairs. The garage is an inhabited building. The install of the panels has caused the roof to sag in the middle by a significant amount. So the structural integrity of the roof structure has been compromised. Due to the sag it is now pushing the side walls out. We have children this is a major safety hazard. Can you please help me with this matter?

  
  

  Desired Resolution / Outcome

  Desired Resolution:

  Repair

  
  
  
  
   

  
  

  Business Response

  Date: 10/09/2024

  Sunnova apologizes for any inconvenience the roof issues may have caused. We confirmed that the customer has an active 10 year roof warranty, and our operations team is currently reviewing this roof concern. We have previously assisted the customer with a disconnect swap, along with equipment service, but this roof complaint has never been brought up until now. Your case handler will follow up once this investigation is completed and it is determined if we can proceed with an inspection.

• Initial Complaint

  Date:07/30/2024

  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.

  Sunnova company Been constantly dealing with a faulty system that keeps tripping the power breakers. Have had dozens of interactions with the company and getting the problem resolved. They send someone out to fix the issue but the issue persists. Then have an appointment to have them to come rewire the issue. No call no show, wasting my time. No reimbursement for the power I still need to pay for the entire time Ive been paying them for a system that is supposed to be supplementing my power bill. They record calls and should have my issues on file.

  Business Response

  Date: 08/14/2024

  Sunnova apologizes for any inconvenience caused by this case. We have scheduled work order ********** for 8/16/2024, from 7:00 AM to 10:00 AM.

• Initial Complaint

  Date:07/30/2024

  Type:Product 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 complaint is that the company misrepresented who they were and took advantage of my husband who suffers from a traumatic brain injury.On November 16, 2023 the two sales representatives, let us believe that they were from ******. We already have purchased solar panels from ******. The salesperson that helped us with both transactions was ***** ******. ***** ****** switched solar companies and did not inform us of this. My husband ****** ******** signed on a computer device to put up more panels but was never shown a contract. He was never advised that it was a loan. He was advised that the payment would be combined with ******* and be $80 more with no True-up bill. I told the representatives that he had a ****. and had just had brain surgery in August 2023 and shoulder surgery on November 7, 2023. He doesn't have the mental capacity to sign legal documents.I did not realize that they were not with Sunrun until March 4, 2024 we had a sales representative from ****** come to our house. He showed us the contract from Sunnova and that was the first time that I had seen the contract and realized that the solar panels were not with ******. I immediately called Sunnova and requested a copy of the contract. The contract showed a finance charge of $38,220.43 with payments resulting in the final sales price of $74,836.64. On March 4, 2024after seeing the contract I attempted to make the following steps to correct the issue: I called ****** with Sunnova and asked if ****** had signed off on the completion of the project. She told me no and to call Exo Energy **** I called Exo Energy **** and told ****** who had me contact ***** *********. ***** said he would look into it and never called back. March 25, I called ***** ********* with no answer. June 7, 2024 I called Exo Energy **** and spoke with *******, he connected me to *** who told me he would get back to me and never did. An On June 19, I attempted to call *** twice with no answer.

  Business Response

  Date: 08/12/2024

  Sunnova apologizes for any inconvenience caused by this situation. We are currently reviewing the validity of the solar agreement and will be in touch with the customer to provide the results of our review.

  Customer Answer

  Date: 08/21/2024

  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.  
  
  I am not satisfied with this response because my husband does not have the capacity to sign a legal document. I have attached his most recent doctor visit notes. If I need to retain his medical history it will prove that he does not have the ability to do so.I also have not heard from the business and they refuse to respond to my attempts to contact them. 
  
  Regards,
  

  ***** ********
  
   

  
  

  Business Response

  Date: 08/30/2024

  Sunnova apologizes for your concerns regarding our sales practices. We appreciate you providing the documentation for this investigation. We will review the patient report, and your case handler will follow up with any updates.

  Customer Answer

  Date: 09/10/2024

  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.  
  
  Attached is a medical document from my husband's neurologist stating that he has a medical condition that prevents him from signing legal documents.
  
  Regards,
  ***** ********
  
   
  

  Business Response

  Date: 09/20/2024

  Sunnova apologizes for any inconvenience this case may have caused. We have received your medical documents and your case handler is currentlyinvestigating this case with Exo Energy. Once your documents are reviewed and we reached a conclusion, you will be contacted with further updates. Sunnova appreciates your patience at this time.

• Initial Complaint

  Date:07/30/2024

  Type:Sales and Advertising 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.

  I was sold on this because they said other than a small connection fee to pge I would never pay for power again. In fact I was told that they guarantee it or would add more panels.....that was 100% false. When they installed it they put ugly conduit and an electrical box right next to my front door, didnt ask, just came home to a terribly ugly mess right at the entrance. The worst part is it saved me almost no money at all because it produces power all day while Im at work sending it to the pge grid, then when i get home at dark Im paying pge for power from the grid. I didnt know better, they should have suggested a battery. The lag bolts sticking through the ***** looks terrible as well....they wont fix any of this and none of the guarantees I was given were true.

  Business Response

  Date: 08/12/2024

  Sunnova apologizes for any inconvenience caused by the case. We are actively addressing Case-******** and our service team is reviewing the customer feedback. The case owner will reach out to provide updates.

  Customer Answer

  Date: 08/13/2024

  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. They have repeated pulled case numbers etc to look into this and each time they say "everything is ok" when it is not. The installation still has not been remedied and the system still does not do what it is meant to do. Having solar is pointless if all day while I am at work it is producing and going into the power grid sold to them at pennies on the dollar, then when I get home at dark and use the power I am paying the grid ten times what I sold it to them for to use power while I am home. This system should have been designed with a battery. All it is doing is producing power for pg&e not me.... 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 08/22/2024

  Sunnova apologizes for any inconvenience the case has caused. Sunnova has requested additional pictures to confirm the exposed wires, as the picture submitted shows the conduit (A pipe, tube, or tile that protects and routes electrical wiring in buildings) properly installed on the wall. 

  Customer Answer

  Date: 09/04/2024

  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.  
  They have not come to properly hide the conduit or mount the junction box, the system still costs me more money than if I had just stayed with pg&e, the system was never designed to do what they guaranteed that it would do.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 09/13/2024

  Sunnova apologizes for the relocation concerns. The customer has submitted an image showing the desired panel installation location. Once our operations team has reviewed this, your case handler will follow up with feedback on whether mounting at this location is feasible.

  Customer Answer

  Date: 10/09/2024

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   Anyhow I would like them to re route the conduit that they mounted on the outside of the wall next to the front door to be properly installed inside of the wall and the box mounted lower in the first floor, not next to my front door.
  
  Regards
  
  **** *******
  CEO
  *********************************** **************
  *************************************** Napa, Ca. 94559
  

  
  

  
  

  Business Response

  Date: 10/17/2024

  Sunnova apologizes for the concerns regarding the relocation. Once our operations team has reviewed the images you provided, your case handler will follow up with feedback on the feasibility of mounting at this location.
  

  Customer Answer

  Date: 10/22/2024

  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, I have heard for years now that "thier team would review this complaint". The mounted an ugly electrical panel right next to my front door and rather than professionally run the wiring inside the wall they attached ugly conduit to the wall making the entrance look like the back of a mobile home. They didnt ask where I would like it mounted and it would have been just as easy to do it right.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 10/30/2024

  Our records indicate that your request to relocate the electrical equipment has been sent to our internal team. To proceed, we need the following information:
  
  Confirmation of whether you own the first floor of the building.
  Clear photos of the area where you intend to relocate the electrical equipment, showing both the wall and ensuring there is at least 3 feet of space in front of the wall to allow access, in accordance with *** code requirements.

  Customer Answer

  Date: 11/05/2024

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]   They keep saying that they will send someone out once they receive pictures. I have sent the pictures 5 times and no one has come out yet
  
  Regards,
  
  
   
  

  Business Response

  Date: 11/07/2024

  Our records indicate that we can arrange for a technician to perform the relocation; however, this requires approval and confirmation to ensure it complies with National Electrical ********** requirements. We will resubmit the images for review, but we currently need clearer images or, if possible, a video. Your case handler will follow up to address any additional questions you may have.

  Customer Answer

  Date: 11/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, They continue to push off fixing the issue. Now they say that someone will contact me to go over the fix but that has not yet happened.
  
  Regards,
  
  
   
  

  Business Response

  Date: 11/22/2024

  Our records show that we contacted the customer on 11/21/24 to confirm the scheduled service appointment for 11/23/2024, between 11:00 AM and 2:00 PM. However, we were informed that the customer will be out of town. We are currently working to reschedule the appointment based on the customer's availability. This appointment is intended to assess the feasibility of relocating the electrical equipment to the customers preferred location and to avoid the need for exchanging images. Your case handler will follow up to address any additional questions you may have.

  Customer Answer

  Date: 12/02/2024

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]

  We have a meeting scheduled tomorrow for them to take a look.
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 12/09/2024

  Sunnova recently completed a service appointment and has forwarded the images to the appropriate departments for review. They will assess whether relocating the conduit to your desired location is feasible and if the conduit can be routed inside the wall. Your case handler will follow up with you once the review is complete.

  Customer Answer

  Date: 12/16/2024

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  

  Still waiting for them to fix the problem. 

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 12/20/2024

  Sunnova acknowledges the delay in completing your system relocation. Please know that our internal team is working diligently to determine the best course of action to move this process forward. Once we have an update, your assigned case handler will follow up with the relevant information and address any additional concerns you may have.

  Customer Answer

  Date: 12/26/2024

  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.  
  
  ok I will keep waiting, but this has already taken 4 years of waiting and waiting. Ive complained about this since day one of the install. [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 01/02/2025

  Sunnova appreciates your patience as we work to confirm the next steps. Regarding the four-year timeline you mentioned, this is the first case opened regarding the customers interest in relocating the system, as it was only recently brought to our attention. It was previously confirmed that the system was installed correctly and complied with *** code. Your case handler will follow up to address any additional questions you may have.

  Customer Answer

  Date: 01/08/2025

  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 just keeps telling me the same thing that they have told me for years now, "we are looking into it" nothing has been done, this has taken years, even this complaint with the BBB has been going on for months. What do we do to get them to finally either resolve this or take the system off the house?

  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 01/15/2025

  Our records confirm that the system was installed correctly and complies with *** code. Therefore, relocating the combiner box to the customer's desired location would be an out-of-pocket expense. In response to the customer's concern about the conduit being installed outside the wall, it will remain surface-mounted on the exterior of the wall. Your case handler will follow up to address any additional questions and confirm whether you would like to proceed.

  Customer Answer

  Date: 01/23/2025

  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 issue wasnt if it was installed as per code or not, it was that it was installed right next to my front door, they never asked where they just put it where it was easiest and it looks terrible. Never ever do you see an electrical box installed next to someones front door and you also never see conduit installed to the outside of the wall unless its a trailer park. The install was terrible and to make matter worse the system does not do what I was promised it would do by saving me money, it only costs me a lot more money. The sales person later admitted to leading me astray to get the sale after he later found another job. In no trade anywhere would this install be acceptable any standard. It only took them 4 hours to install the entire system, I am simply requesting that one of the pieces of the system be moved so as not to continue to decrease the look and value of the home.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 01/28/2025

  Sunnova recognizes the customers concerns about the installation. After a thorough review, we have confirmed that the system was installed correctly, with a focus on achieving optimal performance. ************ indicates that the system is performing well and has exceeded expected production levels. We have informed the customer that relocating the combiner box would incur an out-of-pocket expense. As previously explained, the conduit was installed externally in compliance with *** Code and standard practices across all our systems. If the customer believes the installation does not meet required standards, we kindly request supporting documentation to substantiate this claim. Should the customer still wish to relocate the combiner box, a quote of $1,750 has been provided.

  Customer Answer

  Date: 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.  
  

  Just because the box was installed to code doesnt make it right, this company has lied about its product, done a terrible job installing it, and will do anything to not make it right. Anyone in any trade can walk up to this and look at it and know that its not right. You DO NOT put electrical boxes right next to someones front door, and only white trash rookies install conduit on the outside of their house. All if this is 100% wrong and just because they have THIER guy look at a picture and say he thinks its right doesnt make it right.......its right next to the front entrance for god sake. I guess the next step is quit making payments on it, ask them to remove it, call the contractor state license board and lawyer?

  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 02/07/2025

  Sunnova would like to provide an update on Complaint ********. The customer raised concerns about the installation of the solar system. To address this, Sunnova had the system reviewed by the ********************** to verify if it was installed in compliance with the *** code. It was confirmed that the system was installed to code, prioritizing optimal performance. The system is also operating and surpassing production levels as outlined in the agreement.
  
  The customer requested that the combiner box be relocated, claiming it did not meet the *** code. However, the system was installed in full adherence to the code. Any changes to the system would be at the customer's expense. A quote of $1,750 for relocating the combiner box was provided but was declined by the customer.
  

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22066395, and have determined that this proposed action would not resolve my complaint.  
  

  I am a contractor, I build things to code all the time, however if I were to build a hand rail to code, but put it in front of a staircase blocking it, you wouldn't say it is right, the same way putting this right next to my front door with conduit on the outside of the wall isn't right.

  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 02/17/2025

  Sunnova recognizes your concerns regarding the installation. After a thorough review, we confirmed that the system was installed according to industry standards, with a focus on ensuring optimal performance. Our Tableau data shows that the system is performing well and even exceeding expected production levels. Regarding the combiner box, we have informed you that relocating it would incur an out-of-pocket expense. As for the conduit installation, it was completed externally in compliance with NEC Code, which aligns with standard practices for all our systems. If you believe the installation does not meet required standards, we kindly ask that you provide supporting documentation to substantiate this claim. If you still wish to relocate the combiner box, a quote of $1,750 has been provided. Please note that Sunnova only honors written agreements as stated in the contract. For reference, please refer to page 10, section 15, of your contract.

  THIS WRITTEN HOME IMPROVEMENT 
  AGREEMENT REPRESENTS THE FINAL 
  AGREEMENT BETWEEN THE PARTIES 
  CONCERNING YOUR PURCHASE AND OUR 
  SALE OF THE SYSTEM ON CREDIT, AND 
  MAY NOT BE CONTRADICTED BY EVIDENCE 
  OF PRIOR, CONTEMPORANEOUS, OR 
  SUBSEQUENT ORAL AGREEMENTS OF THE 
  PARTIES. THERE ARE NO UNWRITTEN 
  ORAL AGREEMENTS BETWEEN THE 
  PARTIES

  If you are interested in adding a battery or more panels, please fill out the form on our website, and we will forward the information to our internal team to further assist you.

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22066395, and have determined that this proposed action would not resolve my complaint.  
  

  The "industry standards" may allow sunnova to make terrible decisions on install without contacting the homeowner, for instance Im certain that there is nothing saying that you cannot put this ugly electrical box right next to my front door, however common sense would say no. Same thing with putting conduit on the outside of the building like it was a trailer park, code may allow it but any company with any concern about standards and quality wouldnt have done it and certainly wouldnt have spray painted it and left all the overspray all over the walls. As far as production I agree, it produces what I used in a year, however its producing all the power during the day when I am at work and when I am home at dark I am paying PGE for the power so all I did was get talked into creating a power source to pg&e and then paying them for all my power that I use to pg&e. I was told that this would delete my pg&e payments, not just add a solar payment on top of it which is all that it did. These issues are why with over 300 on line reviews there is still only a 1 star rating with MOST clients feeling that they were ripped off and misled the same way I was. I smell a class action lawsuit. NO ONE would pay for solar unless it saved them money and this system absolutely does not. I am simply asking for the company to install these items correctly and do something to back their promise about this system saving me money. Or we could gather all the people who have made bad comments, go to the CSLB and handle it the expensive way,.......my requests are not unreasonable and all the pictures needed have been sent.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 02/24/2025

  Sunnova acknowledges your concerns about the positioning of the electrical box and agrees that your request for its relocation is reasonable. In response, our internal team assessed the situation to explore the feasibility of moving it. We then presented you with a quote for the relocation; however, it seems that the proposal did not meet your expectations. As we have communicated previously, we verified that the system was installed in compliance with industry standards, prioritizing optimal performance. Our Tableau data indicates that the system is functioning effectively and even surpassing anticipated production levels.

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22066395, and have determined that this proposed action would not resolve my complaint.  
  

  Its obviously installed as per code, all except for the conduit on the outside of the wall. I install a lot of hand rails for a living, I can put them in according to code, but if they block a users access is the rail still right, and what kind of lowlife would I be if I told the client "its installed per code"? This is 100% bullshit how aweful this looks and how fast and simple it would be for you guys to fix it. #1 you should have asked where to install it rather than just put it in a horrible spot. #2 it took two men from 8 am til noon to install the entire project. Even if the hourly rates were  $200 it still is cheaper to have installed the entire project than to move the box? Cmon, its bad enough I was scammed and lied to as to what this will do for me but even worse it was installed horribly wrong. Trust me this will be a whole lot cheaper to just make it right than to have to go down the path that you're forcing me to with the contractors state lincense board etc. I have hired another solar company to come and assess this and give me better info, look into the contract and make this right one way or another.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 03/05/2025

  Sunnova understands your concerns regarding the installation of the combiner box, completed on 3/12/2020. We recognize the frustration this may have caused and appreciate you bringing it to our attention. Our records indicate that we offered the option to relocate the combiner box, which would involve an out-of-pocket expense. A quote of $1,750 was provided, though it seems this proposal did not meet your expectations. We’ve also reviewed the Tableau data and can confirm that the system is functioning properly, exceeding the expected production levels. Regarding the conduit installation, we acknowledge your concern and apologize for any confusion. However, the conduit was installed in compliance with code, which is why we proposed the relocation of the combiner box.

  Customer Answer

  Date: 03/06/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22066395, and have determined that this proposed action would not resolve my complaint.  
  
  Wow so this is how its gonna go huh? Regardless of how horrible and unprofessional it looks, regardless of not being at least asked where to put it I am stuck with a shitty looking install for a solar project that did NOT save me any money at all with PG&E when promised that it would delete my pg&e payments and regardless of the fact that it took two guys 6 hrs each to install the entire thing....moving this box is going to take longer than the entire installation? Either that or you guys are gouging me at $400 an hour to perform the work properly.  I see that I am not getting anywhere with this. I will hire a consultant to review all of this and take it to the contractor state license board and lawyers. Ill be damned if I am going to pay $52,000 for a solar system that doesn't save me money as promised, designed wrong, and installed wrong. I was lied to, misled and this is all wrong which is why your company has so many reviews with such a low rating. Im sure that will help our case in court.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 03/11/2025

  Sunnova has outlined the available options for the customer. It is important to highlight that Sunnova is committed to delivering clear information regarding your situation and exploring potential solutions. If the proposed options are not pursued, Sunnova will need to proceed with closing the case, as no additional actions can be taken.

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22066395, and have determined that this proposed action would not resolve my complaint.  
  
  So just provide a product that doesn't do what I was promised, install it in the worst possible way and then just walk away and do nothing? I will be seeing this through. Trust me it would be so much easier to just give me what I was sold and do the right thing. I have taken it up with the contractor state license board case #NA2024012196 and you will be receiving a letter from a lawyer soon if it is still going to be ignored. The entire system took two guys 5 hrs each to install. It would only take a few hours to install it correctly. Seems to me to be a much easier option. I tried to give you guys the easy option to do the right thing, but it will now be a long costly process for us both. I will also be seeking lawyers fees since I should not have had to take it this far.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 03/18/2025

  Sunnova acknowledges your concerns about the installation of the combiner box completed on March 12, 2020. We understand the frustration this situation may have caused and appreciate you bringing it to our attention. Our records show that we provided an option to relocate the combiner box, which would incur an out-of-pocket cost. A quote of $1,750 was given, but it appears this did not align with your expectations. We have also examined the Tableau data and can confirm that the system is operating effectively, surpassing the anticipated production levels. Concerning the conduit installation, we recognize your concerns and apologize for any misunderstanding. However, the conduit was installed in accordance with code, which is why we suggested relocating the combiner box. Customers are entitled to explore alternative options; therefore, your legal representative will need to send a letter to our claims department, specifically addressing claims.
  
  Sunnova Energy Corporation
  Attention: Claims
  20 Greenway Plaza, Suite 540
  Houston, TX 77046

  Customer Answer

  Date: 03/19/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22066395, and have determined that this proposed action would not resolve my complaint.  
  

  Thank you it seems as I will have to do that in order to get this either removed entirely, or corrected to actually perform as I was promised. It does me no good to be sending power to pg&e all day and not see a dime back and still have to pay them over $1300 a year in fees. I appreciate the info and will use it.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 03/24/2025

  Good afternoon,
  
  Sunnova would like to provide an update on Complaint 22066395. The customer raised concerns about the installation of the solar system. To address this, Sunnova had the system reviewed by the Engineering Department to verify if it was installed in compliance with the NEC code. It was confirmed that the system was installed to code, prioritizing optimal performance. The system is also operating and surpassing production levels as outlined in the agreement.
  
  The customer requested that the combiner box be relocated, claiming it did not meet the NEC code. However, the system was installed in full adherence to the code. Any changes to the system would be at the customer's expense. A quote of $1,750 for relocating the combiner box was provided but was declined by the customer.
  
  At this time, Sunnova is requesting to close the case as all concerns have been addressed.