Complaint Review: Sunnova Solar - Nationwide

 For the past 15 months we've been having problems with Sunnova Solar. Initially, the sales rep sold us on a unit that was supposed to cover our electricity bill, and not to mention we overestimate the coverage because we had explained that we had plans to expand our home. A proposal was written up and numbers looked good. The prososal stated that Sunnova was supposed to cover 100% of the average consumption, which calculated to 12,000 kWh annually . Then came time for the contract. We were under the impression that the contract would be based on the proposal. Little did we know that the contract being signed was for a unit sized too small for the numbers Sunnova guaranteed. As a consumer, we trusted in this company to know what they are doing. Sadly, we were wrong. Electric bills started coming. The first 2 months were great. I am thinking, wow! Best thing we have ever done. Then the large electric bills started coming. We were a bit confused since we shouldn't be paying an electric bill that was the same amount as if we didn't have Solar Panels. Calls to Sunnova customer service started, and nothing. " The system is working like it should be working" is their famous quote. More calls with same results, yet electric bills kept getting higher and higher.

What in the world is happening here? We thought. Customer service was no help, so finally spoke with a supervisor, Toni Thomas. Supervisor isn't any better. Actually, worse. The lady needs training in the business. Since, customer service and the supervisor are no help, we started taking matters into our own hands. Started adding up the numbers, reaching out to other solar companies, and each time it was confirmed that the unit Sunnova sized for us was too small. The system is never going to meet even the guaranteed number in the contract. That information was relayed to Sunnova each time, and each time they used their famous quote. "The systems is working like it should be working" After calling everyday, literally. Toni Thomas, decided to do some research, and confirmed they used 10 months of electric bills instead of 12 months like any normal company would. After she "consulted" with their engineers, she finally admitted that the unit was sized too small.

This is the way Sunnova scams people. They send their sales reps to promise you amazing results, size the unit too small, and they try to make it "better" by giving you more panels at a cost to you. We requested a copy of the engineer reports, but have been denied a copy due to "company policy". Still don't understand, why the consumer paying this company for a service can't get a copy of the engineer report. Toni Thomas offered to add more panels to cover the original guranteed amount, but it's going to cost us more monthly. So, we are supposed to pay more money to this company who miscalculated to begin with. How does that happen? We have to pay more so they can correct their error!! Still boggles my mind. How is it that a company can mess up this big? Fraud. Only answer I can come up with. That or they have employees who don't know what they are doing. Actually, it's both.

At one point, I am assuming that Toni Thomas got tired of dealing with the phone calls and emails, that she referred the case to their resolution dept. the person we are dealing with is Ignacio Herrera. He requested that we email him what we wanted as a result of this issue, and we did. Doing so did nothing. He was no help, and hasn't resolved anything. Now, Toni Thomas is back in the picture, and we keep going around in circles. Our request were disregarded and we are back to square 1. We are still dealing with this issue, and we will keep dealing with it until we get what we deserve. My goal is to do everything possible to expose this company for what it is, and help other consumers avoid this nonsense. People, stay away from Sunnova! Read other reviews and you will see that others are dealing with the same. Other dealing with this, help out by speaking out. Don't let these people get always with what they are doing.