Business Profile

Solar Energy Design

Sunnova Energy International Inc.

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Pattern of Complaints

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Complaints

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

Customer Complaints Summary

1,753 total complaints in the last 3 years.
632 complaints closed in the last 12 months.

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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:10/28/2022
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.
I purchased solar, the panels were installed just over a month ago. I have had issues since installation day and still have issues a month after. Several appointments have been scheduled to fix the problem with the system but the issue has not been resolved. I have called and requested to be informed by telephone if something is wrong with the system and if they are going to send a technician but keep getting vague ***** saying the service appointment I requested has been scheduled with a date and no other information.
When I call customer service they tell me the warehouse manager will call me, its been a couple weeks since I first tried to escalate my complaint and still have not heard back from that warehouse manager. The last time I called to speak with someone in charge was four days ago and I was told the warehouse manager would call in 15 minutes, they never called.
I asked to talk to someone about canceling the contract and having the panels removed four days ago as well, I was promised a call back by that team and still have not heard back. However, I have received something since saying the contract was complete/finalized even though system has not been completed as there has been issues since installation that have not been resolved.
The only person I have heard from is a salesmen from ******* ****** saying they will look into it and confirming the next appointment time.
I want to know how I cancel the contract and have the panels removed.
Business Response
Date: 10/29/2022
Thank you for your feedback, Ms. ******** ********* Sunnova does not have an open case for any system issues at this time, however, we have opened a new case to have our Operations & Maintenance team review.
Initial Complaint
Date:10/27/2022
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.
I am leasing a solar from this company, the company says in their contract that they are lively monitoring the system and if anything goes wrong they will call and schedule an appointment to fix the issue. My system connection was down for three months and no one from Sunnova called me with this regards, in the meantime I have been receiving high electric bills from **** so I checked my solar system and found there is no connection since August. I called the company and they schedule me for a repair date but their technician never showed up so I called again and they assigned me another date. I ask about the compensation for the monthly charge of $109 that I have been paying for three month and I was not getting a service in return. They told me that this is will be reviewed and I may get reimbursed after the first three years and that this is in my contract. I told them that I bought a new construction home and I had no choice of selecting who should be my solar provider and it is mandatory to have a solar in CA before you close on your house so I have no choice of refusing your unfair clause in the contract. I also pointed out to them that in the contract it says the system is being monitored and if anything goes wrong they will fix it. To make it short they are taking money wether they are providing service or not
Business Response
Date: 10/29/2022
Thank you for your feedback, Mr. ***** *******. Sunnova will submit the account for a review of compensation once the system concerns are resolved.
Initial Complaint
Date:10/27/2022
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.
** ***** ****** *** sent 3 emails to Sunnova Energy requesting a completed application called an "As Built" packet. Sunnova ignored these emails since March 2022, and has refused to submit the requested paperwork to ** ***** ****** ***.
They claim this is an issue with the installers. The contact info that Sunnova gave me for the installers ********** is not a valid contact via phone or email. Because the deadline was ignored and expired, ** ***** ****** *** is now requiring Sunnova to submit an application into an *** *******. I have no idea what this is. Sunnova refuses to respond. ** ***** ****** *** has been very nice and says that I'm just the"middleman' and this is the solar companies responsibility to complete requested paperwork. I have made over 60 calls over the last several months and sent multiple emails. Please help me.
Business Response
Date: 10/27/2022
Thank you for your feedback, Ms. ********** *********. Sunnova will research your request for assistance and will contact you as soon as possible with an update.
Initial Complaint
Date:10/27/2022
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.
Contacted Sunnova Solar in August of 2022 about removing my solar panels for roof repair. To date, no response, yet my check was cashed for $6,000.00 the cost to remove said panels. My roof leak is getting worse with each rain, and they are stating their contract that an outside contractor is not allowed to remove the panels. It has been three (3) months since I have initially contacted them regarding this leak, and still no reprieve. This is becoming an emergency situation at this point for my only house.
Business Response
Date: 10/27/2022
Thank you for your feedback, Ms. Susan *****. Sunnova provides the time frame for any cancellation, at this time that time frame has been surpassed. We will look into your case to determine the delay and provide an update.
Business Response
Date: 10/29/2022
Thank you for your feedback, Ms. Susan *****. We apologize for any inconvenience the situation has caused, however, the customer is responsible for the cost of a Temporary System Removal. Regarding billing, the Temporary System Removal document that was sent and signed advised you are still responsible for the monthly payment.
Customer Answer
Date: 12/12/2022
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.]
I am writing to show you attaching photos to show you how Sonnava took off the solar panels from my roof. I wrote to them many times indicating that I did not have the capacity to store them the proper way. They told me they were still storing on my property. I also indicated to them I would not be responsible for damage to panels or equipment.
This is the way the technician took them off and stored this equipment. The panels are filled with water. It is cold and has been freezing temps here. There is also plastic bags filled with brackets and nuts and bolts just haphazardly thrown on the lawn with the wires that attach the power. You will also notice the power box under my deck and the long brackets there also.
This is unacceptable and I will not be responsible for any damage to this equipment caused by their negligence.

Regards,

Business Response
Date: 12/14/2022
Thank
you for your feedback, Ms. Susan *****. Our records indicate that we have
gone over the concerns, however, we will make contact again to address them.
Customer Answer
Date: 12/21/2022
Better Business Bureau:

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

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

Regards,

I am still waiting for the panels to be reinstalled to my roof. They are stored on my grass in my yard upside down with the elements facing upward. This mean that water from the rain is now in the panels which is now frozen with leaves in the panels. It is going to snow or freezing rain this Thursday night 12/22 into 12/23/22 which means more damage to the panels.
Also. Sonnova is still charging me a monthly fee even though I am not receiving any monitoring from them in the sum of $121. dollars a month. These panels have been off since the beginning of November. Also my roofer who I paid over 10,000.00 dollars not including the $6,600.15 I paid to Sonnova for removal of said panels has informed me that I should not install the panels on the flat area of my roof as this is why my roof received damage in the first place, causing damage inside my home to three ceilings which now need to be replaced and repainted. Sonnova keeps telling me that is up to the engineers. I will not allow these panels to be replaced on the flat rolled part of my roof as I can not afford another 17 thousand repair bill to my roof not to mention the cost of fixing the inside of my home. To say I am very dissatisfied with this company is an understatement. They refuse to listen to the homeowner.
Susan *****

Business Response
Date: 01/06/2023
Thank you for your feedback, Ms. Susan *****. Our
records indicate that we have been in communication with you regarding all
your concerns. We will have your case owner reach out to you to go over any
additional concerns.
Customer Answer
Date: 01/19/2023
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,

Please keep this case open as Sonnova still has not reinstalled the panels on my house and they are giving me a hard time about the area I do not want them reinstalled on due to damage to a flat roof that caused over 10 thousand dollars out of my pocket to fix and that is not including the amount of money I still have to pay for the repairs to the inside of my home. I also want to let you know that Sonnova collected over 6 thousand dollars from to remove the panels, store them on my property haphazardly and parts placed in plastic bags with the wires exposed to the elements and still has not completed the job of reinstalling the panels on my roof. So yes, keep this case open. I also plan on contacting the AG of NJ as this company gets a kick back from the government for their solar with the general public. I really would like to be out of the contract them as they are a terrible company to deal with. I also did not go with this company in the beginning. The original company was pro custom solar, who went over to momentum solar. Never did I sign on with Sonnova as my solar company. In fact, Sonnova never gave me the 16-page contract they had until I asked for it when this whole thing started back in August.
Business Response
Date: 01/27/2023
Thank you for your feedback, Ms. Susan *****. Our records show a copy of the agreement was provided when the agreement was signed via Docusign, however, we have no issue resending it at any time. Also, our case indicates that we have been in communication with you regarding the open case, we will make contact to make sure to address your concerns.
Customer Answer
Date: 02/03/2023
Better Business Bureau:

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

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

Regards,

I am still waiting for panels to be reinstalled since November when the roofing job was finished. I have paid this company over 6 thousand dollars and they are still taking maintenance money every month in the sum of $121.00. I have significant damage to the ceiling and floor of mt bedroom due to water damage. My roofer has recommend that I do not replace the panels to the flat area of the roof and should have never had them there in the first place. I do not have any issue with replacing on the peak side of the roof both front and back where the panels were before. Sonnova is telling me it is in the hands of their legal team? Why is it in the hands of a legal team when I have no issues with them replacing it to the area of the pitched roof? In all retrospect I would love to get out of this company altogether. Yet I know the contract that they sent me states I can not. Yet my neighbor who had them no longer has panels on their roof and is out of their contract,
Business Response
Date: 02/09/2023
Thank you for your feedback, Ms. Susan *****. Our records show that our Engineering team reviewed your request to reinstall the solar panels in another location. It was confirmed that there is no space to reinstall in another location. At this time that is the reason for the delay, as we provided the details and you have declined.
Customer Answer
Date: 02/14/2023
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,

upon the recommendation of my roofer, it was determined that the panels where Sonnova wants to reinstall the panels was the reason I had damage to my roof in the first place. I am following the recommendation of my roofer who has more experience in this area not to reinstall the panels to that area of the roof. Sonnova is not paying for the mortgage, taxes, or other bill that are associated with ownership of this house. I am.
I am not satisified with Sonnova's respnse to this issue. I have significant damage to the inside of my home due to Sonnova not removing the panels in a swiftly manner to begin with. I had to pay them over 6 thousand dollars for them to remove the panels and then it took almost a month or more to do the job. They haphazardly placed the panels and all of the parts on my back lawn, and still have not come up with some sort of solution to replace or get me out of this contract with them, since they do not want to take my suggestion of placing the panels on both the front and back pitch area of the roof only.
Sincerely,
Susan *****

Business Response
Date: 03/02/2023
Thank you for your feedback, Ms. Susan *****. We understand your concerns and the options you requested, they are being considered and still under review.
Customer Answer
Date: 03/06/2023
Better Business Bureau:

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

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

Regards,

I will not close this complaint until the reinstall Mnet of the panels meet my requirements. This company is Terri le to work with. If I could get out of this contract with them I would in a heart beat.
the case remains open.
Susan *****

Business Response
Date: 03/09/2023
Thank you for your feedback, Ms. Susan *****. Sunnova has gone over the concerns and the options provided in the agreement per your request. We will continue to work on the case and provide updates as they are provided.
Customer Answer
Date: 03/16/2023
Better Business Bureau:

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

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

Regards,

I will not close this case until my complaint is resolved. This is the worst company to work with. This stress level with this company has complicated my health.
Business Response
Date: 04/06/2023
Thank you for your feedback, Ms. Susan *****. Sunnova received the images you provided and is working with the Operations & Maintenance team to provide a solution. You will be contacted as soon as possible.
Initial Complaint
Date:10/27/2022
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.
We had the system installed February 2022, they did not start working until April 2022. We were told we would be getting a lower bill from our electric company, but that has yet to happen. In fact it has done nothing but go up. When I compare the two bills, it shows that the panels are not putting off enough electricity to provide the house. *** ******* ****** ** ************ I have called several times before to speak to a supervisor and I get told each time that they are not available to talk. Now Sunnova is telling me this is an error on our part because we need to call to have someone come out and fix how much energy the panels are letting off. I'm not sure why this was not told to me the first time around I called. Currently we pay sunnova $88.84, we are also paying our electric company more than $50 a month. Together that is more than what we were paying before the panels were installed. We were told that this would be saving us money, so far it has done nothing but cause stress and more money coming out of our pockets. We are at the point where we would rather have the solar panels removed due to the fact that it is not doing us any good.
Business Response
Date: 10/27/2022
Thank you for your feedback, Mr. ****** *******. Sunnova will be working with our Operations & Maintenance team to determine if there is anything wrong with the solar system.
Initial Complaint
Date:10/26/2022
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.
Being billed for time I did not have operation. Permission to operate did not begin until 10/8/2022 from ******** ********** ******. Being billed from 8/23/2022. Have called company on 10/3/2022, 10/6/2022, 10/7/2022, 10/13/2022, and 10/21/2022 regarding billing issues. On 10/21/2022 was contacted by the installer ****** that the solar was not working. Contacted Sunnova to go over issues and the billing again. Was told on 10/21/2022 that a supervisor would call me within the 24-48 hr. As of 10/26/2022 no one has contacted me during the timeframe window promised. Called again on 10/26/2022 to complain about the billing and not receiving a phone call. Was told a supervisor would be notified again.
Business Response
Date: 10/27/2022
Thank you for your feedback, Ms. ***** *********. Sunnova will be researching and working with our billing team to review your concerns.
Initial Complaint
Date:10/21/2022
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.
My parents obtained solar panels through company and then passed away from covid 19. I am trying to sell their house and Sunnova is not cooperating with sending the necessary information to allow me to close on house. Multiple phone calls that do nothing but give me the run around as well as the title companies attempts to obtain information.
Business Response
Date: 10/24/2022
Thank you for your feedback, Ms. ****** *********. Sunnova will be reviewing the case and contacting you as soon as possible
Business Response
Date: 10/26/2022
Thank you for your feedback. Sunnova will be working with the customer on what are the next steps. Sunnova will need the death certificate and the executor documents.
Initial Complaint
Date:10/20/2022
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.
In 2015 I had my roof checked and was told it was in good condition so I had solar panels installed. October 5, 2022 at approximately 2:30 pm my kitchen ceiling caved in due to storm water. I called Sunnova because I needed solar panels removed to have a new roof installed. I called them several times to no avail. I wanted to speak to supervisor but was always told someone would get back to me. I emailed them on October 7, 2022 at 11:59 am stating that I needed my roof removed. ******* ***** stated they cannot come out until the first of the New Year. I need Sunnova to expedite getting a company to come out and remove the solar panels so I can have a new roof put on before I continue to get damage. I have a roofing company Proven scheduled to replace my roof in about the third week in November. Can you please help because I am getting more water damage.
Business Response
Date: 10/24/2022
Thank you for your feedback, Mr. ******* ****** **********. Sunnova will be reviewing the case and contacting you as soon as possible
Business Response
Date: 10/26/2022
Thank you for your feedback. Sunnova is working on obtaining a second quote for the customer to complete the Temporary System Removal. The customer was unsatisfied with the quote provided.
Initial Complaint
Date:10/20/2022
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 HAVE A LEAK IN MY ROOF AND I HAVE CONTACTED THIS COMPANY AND BEEN ROUTED TO MANY DEPARTMENTS WHICH NONE ARE WILLING TO HELP AND THE COMPANY WILL NOT RETUN MY CALLS
Business Response
Date: 10/24/2022
Thank you for your feedback, Ms. ***** *************. Sunnova will be reviewing the case and contacting you as soon as possible
Business Response
Date: 10/26/2022
Thank you for your feedback. Sunnova is working with the manufacturer to obtain the equipment to complete the necessary repairs. We have also stopped the billing until the concerns are resolved.
Initial Complaint
Date:10/20/2022
Type:Order 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.
when the 3rd appointment for removal of panels was set, and no one showed up for the work - I called sunnova on 10/17, at 10am and asked for a supervisor call.

today, I called again and a representative said there was not a ticket for a supervisor called entered in 10/17.

it has already been 72 hours since I requested a supervisor call on 10/17.

It has been 7 weeks since I paid in full $6771.56, for my panels to be removed so that I can have my roof replaced. the roofing company cannot begin work until the panels are removed.

I have called sunnova weekly, numerous times to get the panels removed.

At this point it seems they have collected payment and not provided a service - at what point is this considered theft?
Business Response
Date: 10/24/2022
Thank you for your feedback, Ms. ****** *****. We will be researching the account and making contact as soon as possible.

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This business has 3 alerts

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Sunnova Energy International Inc. is NOT a BBB Accredited Business.