Complaint Review: Sunnova - Houston Texas

After a few companies explained that a solar system big enough to cover our entire electric bill would be impossible, a rep come out from Precis Solar and figured that we would need a 12.0 kWpDC Photovoltaic System. It would have 2 inverters and 48 panels at a cost of $50,400.00. Well, not having that kind of money to pay for a system that big out right and after working the numbers, we decided to go with a lease. Since the system was supposed to cover the cost of our electrical usage, require no maintenance on our part and had a guaranteed yearly production, paying $388.56 a month instead of upwards of $2,000.00 a month was well worth it.

At this point, we had no idea that Sunnova was the leasing company for our system. After 4 months, the system was finally connected to the grid and running. It wasn't 2 months into our lease that we noticed the system was only putting out 1/2 of the kilowatts needed to meet our yearly production numbers. We contacted Sunnova that our system was under producing and that the system may not be functioning properly. After a month and no one from Sunnova had bothered to contact us, we called back to get a status report. We were told that the system was producing and not to worry. From then on, we contacted Sunnova every month for the next 4 months explaining that the system's production was declining. By the end of the 6th month, we contacted Precis Solar and explained the situation. At that point, Precis Solar explained that they no longer were associated with Sunnova and that the rep that sold us our system had been fired but despite that they said they would have someone come out and look at our system. Within 2 days, they had someone here.  According to the installer, 1/2 our system wasn't functioning properly and they would get on it to correct the issue. Once the issue was corrected, we were getting twice the output. The installer also explained that companies like Sunnova, actually control your system via the monitoring. They turn your system on and off each day so your system doesn't waste electricity by running when the sun isn't out. I also started keeping track of the production numbers since Sunnova and So Cal Edison have different billing cycles. This ensures that our system's numbers and the numbers So Cal Edison has are the same.

Living in California does have its own unique problems. For one thing, it doesn't rain a whole lot and when it does rain, it is light and scattered. California, especially southern, has been in a drought for the last 10 years. Last Jan (2016), we finally got a decent rain storm. It was also the first time we realized that the installation of our solar system had caused a leak in our garage roof. We contacted Sunnova (since they are responsible for the entire solar system as per their contract). They contact a local company to come out and inspect the roof (only a company affiliated with Sunnova can remove the solar panel to inspect under them). The person showed up and we explained the situation. He then tells us that he only installs  solar systems and is not a roof specialist. After removing the panels and after not being able to locate the problem, he drags our garden hose on to the roof to try and recreate the problem (which he does) but he still cannot find the source of the leak. He then removes a roof tile, takes 4 pictures, and explains that since he is no expert he will forward the pictures to Sunnova and they can decide. It takes about a week for our file to be updated with their assessment. The customer service rep forwards me a copy of the pictures and explains that they have come to the conclusion that the leak is being caused by debris under the tile. The problem with that is you can clearly see the water marks coming from above the tile he removed. He also said it was from a rock that was on our patio cover that was causing the leak. Clearly, he had no idea where the leak was coming from but Sunnova concluded that the installation of the solar was not to blame for the leak and they would not fix it. We contacted an actual company that does roofing and one of the owners came out to assess the leak. Unfortunately, he couldn't remove any of the solar panels but after looking at the roof and also the pictures, he explained that the tar paper was not damaged so it couldn't be just the tiles causing the leak, it would have to come from someone drilling a hole directly through a tile and also the plywood under the tar paper.

It has been over 3 years since our system was installed (Aug 8, 2014) and after 3 years is when the you are supposed to be compensated if your system is under producing (what it doesn't help with is the $2,000.00 + payment, we have paid to Edison in Aug of each year (that covers the amount of electricity that we end up using on top of what we are producing and granted, it is better than 4-5 payments of $2,000+ a month when we have to run the air conditioner)). According to their contract, we should have received our compensation 1 month after our 3 year cycle (by Sep 8, 2017). Well, here it is Jan 30, 2018 and still no compensation. We did receive an email stating our system was guaranteed a production of 61,042 kWh and our system actual production was 52,470 kWh giving us a difference of 8,572 kWh. At this point, I have been keeping track of our production from the beginning on a spread sheet. I have had to create a new file at 3 different points since Sunnova has changed their monitoring system and how they report the production 3 different times within the last 2 years. To make matters worse, you can only get the new production numbers back to Jan 1, 2016 (and believe me, they have changed more than just adding numbers after the decimal point).

So according to my spreadsheet, our system produced 51,176 kWh and again, I contact customer service. The customer service rep puts me on hold and adds up the numbers herself. Surprise, she gets the same total we got. A case is opened and we are told they will let the dept that handles these matters the correct information. Well, today, I contact them to find out what has been decided. We are told that the original numbers are correct and the case is closed.

Sunnova is useless and only creates more problems for anyone wanting to get solar for their home. They will also lie, encourage their customer service reps to lie and even their affiliated companies to lie on their behalf. Currently, we are looking for a lawyer that specializes in solar and fraudulent business practices just so we can see what they say to justify their behavior.