THE WORST CUSTOMER SERVICE. RUDE. UNPROFESSIONAL. UNRESPONSIVE. My aunt purchased a home about 7 years ago and the developer used Sunnova as their solar installer. We did not choose them as a vendor. Since purchased, no one has serviced her solar system and we have no idea if it is even functional since we have no prior bills, regular electric bills, to compare it to. I attempted to call several times to set up a service request to ensure everything was okay and they could not confirm an appointment. What? They stated they would email a diagnostic of what they can see on their end or we can login to our account. Several days later we received what looked like a generic electric bill. How does that help me determine if our system is functional or not? After my initial calls, my aunt has since received multiple, unscheduled visits, on random days at random times for service. Since these visits are NOT scheduled, service has still not been provided because we were not home! The techs then leave these door tags stating " Important Message... we attempted to service your solar system but were unable to access the equipment. Call us at 866.SUNNOVA to schedule a convenient time to return." Ummm, we did call!!! Very frustrating. So I call again on 3/27/24. They ask for the name on the account and I say "This is for (insert my aunt's name here). " They put me on hold to look up my aunt's account. BRENDA, a customer service rep asks to confirm the email address and phone number on file. I provide it for her. I was not calling from my aunt's phone and BRENDA asked if I would like to switch the number over. I tell her, "No, the account is not mine, it's for my aunt. She then scolds me and asks "Why did you say you were her if it's not you??? This is a recorded line." I am fully aware it is a recorded line. I tell her I did not say I was my aunt and that I was calling for her. She then asks, "Why did you give me her phone number and her email address as if you were her?!?" At this point I'm just shocked that anyone in customer service speaks to customers (or any grown adult) this way. What kind of question is that? BRENDA, I gave you the info because that is the info on the account. I asked to speak to a manager and before even trying, BRENDA says, "Let me see if anyone is available to speak with you." I get put on hold for another few minutes to before she returns to tell me, "All of our supervisors are in a supervisor meeting" and that "RILEY T. will return my call, within 24 hours." When asked for a last name for RILEY, she refused to give it to me and just said it starts with a T... Okay, BRENDA. She then says the most facetious, "Thank you, have a nice day" and I still have no appointment scheduled. Sunnova, how many times do you want to stop by our property, unplanned, to waste your own techs time and get yet another 1 star review? How many bad customer service complaints do you want to add to your reviews? ALL of your managers are conveniently in a meeting? ...not one supervisor is available??? Okay. I really hope RILEY T. proves me wrong and indeed calls back within 24 hours as stated by, the most offensive customer service rep I've ever dealt with, BRENDA. My guess... I won't be receiving a call. Only upset customers have the time to write lengthy, negative reviews. SUNNOVA we need our unit serviced, please. FOREWARNING NEW BUYERS, FIND ANOTHER COMPANY. read more

Sunnova Energy Corporation 20 Greenway Plaza Suite 475 Houston, TX 77046 Dear Sunnova Energy Corporation, I am writing to express my deep concern and frustration regarding the persistent malfunction of my solar system, which has yet to be resolved despite previous attempts. This email serves as a FOURTH notice, emphasizing the urgency of the situation and demanding immediate action. The ongoing issues with my solar system are evident, as clearly illustrated by the attached screenshots showcasing irregularities and inconsistencies in system performance. Despite the system being recommissioned on the 12th, it only operated until sundown. On the 13th, it functioned for a few hours after starting around sunup before abruptly ceasing to work. Unfortunately, I remain uninformed about the actions taken by your technician during their visit. It is crucial to note that my system was in proper working order until Sunnova remotely deactivated it. Furthermore, I find it unacceptable that each time a technician is dispatched to recommission the system, it only operates briefly before failing again. Given the gravity of this situation, I am actively considering hiring my own solar electrical contractor to conduct a thorough inspection of the system. Their objective will be to provide a comprehensive report, recommission the system in a manner that prevents Sunnova from remotely interfering, and ensure that Sunnova personnel are strictly prohibited from accessing the premises. Additionally, I am actively exploring legal avenues to recover the costs, legal fees, and damages incurred due to Sunnova's negligence. I demand immediate action and request that a technician be dispatched without delay to recommission my system. Please be advised that I have forwarded this email to my legal team for their guidance and advice. Moving forward, I expect all communications with Sunnova to be conducted with the utmost professionalism and transparency. Consequently, my legal team will be BCC in all correspondence. Furthermore, I want to bring to your attention that unless my demands are met I will be filing a grievance with the Contractors State License Board (CSLB) using Sunnova's license number 1003498. This action is necessary due to the ongoing issues with my solar system. Additionally, I will pursue a claim against Sunnova's performance bond if my demands are not met immediately. It is imperative that you understand the gravity of this situation. The system has been recommissioned twice by your technicians, yet the issues persist. The intermittent production and subsequent complete shutdown of the system are entirely unacceptable. As per the advice of my legal team, I formally demand a comprehensive and detailed report outlining the precise nature of the malfunction. This report must include an exhaustive description of the affected parts and a thorough explanation of how they are failing. Additionally, provide a detailed overview of the system's setup, including its communication capabilities. I expect your immediate attention to this matter and a prompt resolution. Please contact me directly at this email to discuss any further details or to schedule the technician's visit. Your urgent action is required. Sincerely, Gerardo Mercado read more

5/23/22 I ordered a solar battery from Sunnova 6/1/22 The installer did the on-site survey & applied for a permit. 7/20/22 I called and emailed Sunnova for status update and nobody could tell me anything. Totally unprofessional. 7/28/22 I cancelled the job due to lack of communication and chaos. Right after that, Sunnova contacted me with the information I was looking for. "I wanted to reach out and provide an update for your battery storage project. Permit should be back within 2-3 days. The installer is checking on it. Once it comes back the installation should be scheduled within 3 weeks to allow time for the material to ship to the Installer." I wrote back and asked What do you suggest I do now Cxxxxxa? This information was all incorrect, it took much longer. 9/8/22 Sunnova contacted me again finally and asked if I would be interested in moving forward. I responded with yes. Caballero contacted me to set a start date of 11/1/22. Sunnova still had not provided a battery yet, so it was rescheduled to 11/18/22. Then it was rescheduled for 11/23/22 for the convenience of the installer. 11/28/22 Sunnova contacted me again wanting to know if I wanted to proceed. I told them again yes, and let them know the equipment was already mounted, so they cut me a new contract, not with an $18K battery, now it was $22K. By this time the battery was already mounted on the wall. I was furious. 11/29/22 NV Energy removed the "gold ring" so the meter could be removed to change main breaker. (15-minute job) 12/6/22 3:30 (7days later) the installer showed up to change the breaker so now they can call for inspection. Totally unnecessary 7-day delay. Inspection set for 12/11/22. 12/11/22 Now the city is postponing the 20-minute inspection day by day by day. 01/17/23 I just noticed that since the main breaker was changed on 12/6/22 my solar system has been offline. Tech accidently left it offline. 2 pwr bills $200+ ea. 01/18/23 Finally inspected & passed. System left offline again/still, it's not just the flip of a switch, everything is down, need to reboot whole system. 1/23/23 Called Sunnova to open a ticket for someone to restart my system, as I can't seem to get Caballero's to do it. 1/26/23 Sunnova sent someone out to restart System and they tell me they cannot resolve the issue because of unknown status of the battery issue. 8 days, installer no call, no show. I anticipate another month before completion at this rate. Just requested change of installer from Sunnova. 2/1/23 Solar panels back online, now waiting on meter application to NV Energy that was supposed to be submitted already. 2/17/23 Caballero's requested solar site plan from Sunnova to submit meter application to NV Energy on 12/27/22. This is the ONLY thing holding up completion of the project. Still waiting. It's like they've never done this before. I retired from construction after 20+ years and worked regularly with city and county inspectors and have never seen such a disorganized, chaotic mess in all my life. Plenty of blame to share with Sunnova, Caballero's and especially City of Las Vegas Inspectors. 8+ months for 2 days of work. If I knew it would take this long and be this much trouble, I would have never ordered the battery. read more

We had a hail storm back in March of 2022. We were not aware of any damage to our roof at that time. Sunnova came with their pack of lies and we fell for it. I wish to God that I had seen these reviews and the big fat "F" they had on the BBB!! They put the panels on and within a couple of weeks a roofing company came by and spotted the damage on our roof from the street. He went upon our roof that very day. Took pics and showed them to us. We contacted our insurance company and they approved us for a new roof that same week. That has been about 6 months ago. We have a leak in our living room, our kitchen, and the master bedroom closet. They will not come and remove the panels so that we can get our roof replaced. The roofing company has even been trying to help us, they've offered to remove them and replace them, but they won't agree to that either. I put a bad review on the BBB and they reached out the next day, stating that they wanted us to contact them so they could "expedite the removal and get of the panels" and that was back in November, BEFORE Thanksgiving. We woke up Thanksgiving morning to a wet kitchen my husband and I are senior citizens with health issues, in fact my husband is missing part of his left leg and half of his right foot. He could have walked in the kitchen and fell. Anyone in our house could've walked in there and fell, we have laminate floors through out our house. A rep by the name of "Alva" called while I was at dialysis, I called her back about 5 times, she NEVER called me back. They tryed to make people think that they are trying to resolve the issues. But it's ALL lies. If I could giv a LESS than zero review, I would. Maybe we should all get together and contact the Attorney General or file a lawsuit against them. I need my roof replaced before parts of our ceilings start to collapse. These are pics of the Livingroom and Kitchen. It's getting worse every time it rains. read more

Sunnova is a finance company that provides financing for solar installations, but they do not handle the actual installation. In my case, Jersey Strong Solar LLC was the installer and dealer, and they have been fantastic. However, my experience with Sunnova's customer service leaves much to be desired. Customer Service with Sunnova: At some point, you may need to contact Sunnova for questions regarding billing, general inquiries, or basic customer support. Be prepared for a potentially frustrating experience. Although the wait times are not excessive, the initial representatives you will speak with are often unable to provide the necessary assistance. They function more like glorified operators, with limited authority to resolve issues. Additionally, some homeowners might be concerned that Sunnova's customer service operates out of a call center in Central America. As someone from Costa Rica myself, I occasionally find it difficult to understand certain representatives. The Role of Jersey Strong Solar LLC: Fortunately, my installer, Jersey Strong Solar LLC, has been instrumental in navigating Sunnova's customer service on my behalf. They handle all inquiries and issues, sparing me from having to deal directly with Sunnova. Jersey Strong Solar makes the calls, waits on the line, and resolves everything for their customers. This level of service has been invaluable. Recommendation: If you're considering going solar in New Jersey, I highly recommend Jersey Strong Solar LLC. They not only provide excellent installation services but also expertly manage the challenges of working with Sunnova. In Summary: Sunnova offers good financing and leasing options for solar energy. However, it's crucial to select a dealer, like Jersey Strong Solar LLC, that can effectively navigate Sunnova's sometimes complicated customer service processes. read more

I am deeply disappointed with the service provided by Sunnova Energy during the process of transferring my solar panel account to the new homeowner. Despite promptly submitting all requested documentation, the response from Sunnova has been frustratingly slow and incompetent. We have sent the recorded deed and other necessary documents multiple times over the past month, yet they continue to request them as if they were never received. This repeated request is completely unacceptable and demonstrates a severe lack of competence on their part. Each follow-up typically leads nowhere, only to be informed later--unexpectedly--that additional paperwork is required, paperwork that was never initially mentioned by their representatives. Additionally, I have been told different things by different customer service representatives via chat, email, and phone, leading to further confusion and delays. This lack of clear communication and efficiency has left me in a precarious position, as I am still responsible for the account and its billing, even after the closure of my home sale. This experience has been exceedingly stressful and entirely unsatisfactory, prompting me to advise potential customers to consider other providers for their solar needs. Avoid Sunnova Energy if you value your time and sanity. I anticipate the standard response from Sal S. at Sunnova, directing me to contact their customer service at (866) 786-6682 or customerservice@sunnova.com. Please note that I have already been in touch with these channels, as well as transfers@sunnova.com, multiple times, with no resolution. I'd appreciate your help in escalating this mess of a transaction. read more

when i first had my system installed by a sunnova partner , we had issues with the roof and how the system was installed. They came back to re-install my system and roof tiles, only to find out the poor quality of work they did. None of the tiles were properly installed or secured and i would fear that the tiles could slide off at any moment. i contacted sunnova about the issue and they kept sending incompetent people to check on my roof. i began to grow frustrated because i did not feel as i was a priority for them , so i didn't ever think anything would ever get done to remedy my situation. It wasnt until Jason came out with his socal team (tyler, miguel,peter) in August that i finally felt like something was going to get done. these guys went above and beyond in making sure i was happy with the quality work they were doing. They had great attention to details and i was confident that these guys knew what they were doing. Once again i want to thank jason and his Socal team for the hard work and long hours they put into making sure i was happy with the results. its been a few months since they were out here and my roof looks just as good as the day they left. This is the kind of work that restored my faith in sunnova as a company and taking care of its customers. So if you are in the socal area you will be in great hands with jason and his team . Once again guys thank you for your hard work. read more

Review of Sunnova - A Disastrous Experience with Solar Power I wish I could turn back time and avoid leasing solar panels from Sunnova altogether. This has been, without question, the worst experience I've ever had with any company, especially when it comes to customer service. After months of phone calls and emails, I have yet to receive a clear or consistent answer about my account or the issues I've faced. For over a year, my solar panels weren't working, but I was still being charged monthly for production. It took countless calls and emails just to get someone out to fix the panels. Even after they were finally repaired, it took another six months of me pushing them just to receive a credit for the time my panels were non-functional. To make matters worse, I decided to purchase my panels, thinking it would resolve my issues. Instead, I was still charged for usage even after owning the panels. I've spoken to over 15 different supervisors trying to get documentation for the purchase of the panels. Yet, no one at Sunnova seems to understand or care about my requests. This is by far the most frustrating, unprofessional, and unresponsive company I have ever dealt with. If you're considering going solar, I highly recommend avoiding Sunnova at all costs. The hassle and lack of proper customer service simply aren't worth it. read more

DON'T DO IT!! This company is the absolute worst. The only time you will receive communication from them is when they need something from you; documents, payment information, etc. You will not have any of your questions answered nor will they respond when your system isn't working. Nothing that I was promised when the system was pitched to me has become reality. If you want to contact me, matbenol@yahoo.com I have nothing to hide. I have had my system for a year. I was told that the system would produce enough energy that I would earn credits during the peak solar months which would cover the winter usage. I was told the cost of my system would be covered by the $$ I would save on my electricity bill. I was told that after a year, I would have my system reviewed if it wasn't producing what was in the contract and additional panels would be added. Since the beginning, my system wasn't producing what was contracted. I have added $350/month to my utility bills because I did not experience the decline in electricity use, as contracted. I have been emailing and calling about the lack of production for a year and it continues to be ignored. Save yourself the headache and do not contract with Sunnova or one of the 'installers'. You will not deal with Sunnova until the installers are finished. read more

The "middleman" for Sunnova, United Solar Power (USP), sold us on a leased system, telling my wife and I that we would no longer be paying Edison and that the production of our new system would match or exceed our consumption. That most likely, we'd have a credit at the end of the year and get a check back! What a joke. We have not only been paying for our new lease (25 year's worth, thank you!), but we are now also paying Edison $50-100 more on average, per month. Upon trying to get help from USP, they said they can't help and that we need to talk to Sunnova. Sunnova is now giving us the run-around. They even actually tried to lure us into a WORSE lease contract. All we want is to "break even" and would be happy if they agreed to add a couple panels to our system to up production to meet consumption AS PROMISED. They say they cannot and now are SUPER slow returning phonecalls and seldom do, until I call them several times. They are smoke and mirrors and an exercise in frustration. Run, don't walk, from this company, if given the option to go elsewhere! read more

This company has been charging my disabled father a lease fee for solar panels that are not effectively lowering his power bill. He still pays NV energy around $300 a month on a equal payment plan just to afford the power bill. Then there is the lease fee of around $140 a month. I have called to try to get help but nothing! My father signed the lease agreement right after he had a severe stroke! They sold him on not having a power bill anymore! Not true at all! You should be ashamed of your company taking advantage of people like this! I think I will have to take this to a lawyer for assistance. Through this pandemic you really feel the pain of bills like this! Update to Ms Toni T you have no way to send a direct message to Sunnova on yelp. So I took the liberty of calling in. Here is your info needed to look into the matter. Sunnova Customer Name Michael Bartoli. I am his daughter with POA over my father. Alisha Bartoli called 855 277 6379 Case # 03446079 06/22/20 1pm PST Spoke with agent Tefany F Based out of Huston TX. read more

Absolutely unacceptable! We purchased a battery solution on September 27th, eagerly anticipating its installation. Our initial interactions with our sales rep Kay were impressive--he was thorough and responsive. However, after a promising pre-installation check on October 7th, communication broke down completely. Despite multiple emails to our Solar Project Coordinator, Irene, we were met with deafening silence. After nearly a month of no updates, I was forced to contact Kay directly on November 6th, demanding answers. Shockingly, we were then informed by Irene that the battery we had contracted for was incompatible with our system. To add insult to injury, Kay's solution was to upsell us a more expensive, less efficient model, with no attempt to rectify their error or offer compensation. This level of service is reprehensible. Being left in the dark for an entire month only to be told to pay more or cancel altogether is not just disappointing--it's downright disgraceful. read more

I chose Sunnova for solar with high expectations based on their promises. They assured me that the solar panels would cover over 90% of my energy consumption, yet in reality, the system barely produces enough to cover even 50% of my needs. I pay a hefty fixed rental fee of $331 monthly, yet the production value has consistently been less than $100 per month, far from what was promised. To make matters worse, my system stopped producing power entirely during the peak summer months of July and August. Despite this major issue, Sunnova failed to notify me, leaving me unaware of the outage until my energy bills reflected it. When I requested a refund for the rental fees during these non-operational months, Sunnova declined, leaving me to pay for a service I didn't even receive. If you're considering Sunnova for your solar needs, I strongly advise looking elsewhere. The promises simply do not align with the performance or customer support. read more

To Everyone, I gave 1 star since it won't let me leave it blank, without any star. Please think twice about getting Sunnova Systems. I'm currently going through escrow buying a new home with Sunnova system (taking over the lease of Sunnova Solar System) and whole escrow is blocked by Sunnova due to negligence from Sunnova to ship the original documents. Everything else has been closed except Sunnova original documents. They have told us it would take 3 ~ 5days to ship out the documents but it has been 12days and yet they don't even have estimated schedule to ship out the documents. I would have to pay Rent for my current house, which is sold already, just because I cannot move in to new home due to Sunnova's negligence of providing the documents on time. read more

less than 2 years with this company and my system is down again.last july my system went down for about 6 months.this past august my system went down again,30+ days and counting.the inverter went bad both times,so they sent a tech here without a new inverter.he said they had stock in harrisburg.sunnova sent me a message to call and make an appointment for installation.thltibleey were coming here 9/11/2023 at 9 am.nobody came.i called them up and uwas told they have no inverted which was untrue listed in on the techs call when he was told there was mutibles inverters in stock. read more

Their salesman was convincing and their installation team was great but that's the extent of it. Their engineers lied about the amount the panels would produce. Their billing and contract team lied about the government rebate and pricing. Customer service literally replies to every complaint with "you signed the contract". When their panels stop working they tell you to call the installer and you have to jump around trying to find who they subcontracted to install the panels. They are liars and they will do nothing to help you. Avoid this company at all costs. read more

Worst customer service I got behind service was disconnected, fair enough, I asked to speak with a supervisor when I paid in full due to being told my service wouldn't be restored any sooner than 5 days after payment. 7 days later no call from supervisor no service restored. Called back and was told don't know the supervisor's schedule I don't know when a supervisor will call back and I don't know when service will be restored. Work order for restoral request was in, but they can't tell me when it will be restored. read more

Boy I am so glad I read all the reviews below. I have a quote from Sunnova and was about to proceed to the next step but having read all the terrible review below, I am going to stay far away from this company. I feel really lucky that I decided to check out the yelp reviews fro this company. Saved me a great deal of trouble! Thanks to everyone that took the time to write a review so that future prospects don'y go thru the same horrible experience! read more

They should be out of business. They should be shut down. They should have a class action against them. They should terminate thousands of contracts. They should have a moratorium on new contracts until they are able to service and complete the contracts they have previously made. They are an absolute scam, from their sales reps to the higher corporate folks - corrupt, heartless elder abusers. FACT CHECK ME. read more