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Sunnova Energy Corporation complaints

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20 Greenway Plaza, Suite 475
Houston, TX 77046 | Get Directions

(855) 277-6379

http://www.sunnova.com

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Total Amount in Dispute:
$72,684.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the business has not responded to customer complaints brought to its attention.

Complaint Closing Statistics

15 complaints against Sunnova Energy Corporation closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
15	Unanswered

15 complaints against Sunnova Energy Corporation

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3/4/2025

RESPONSE: Complaint was not answered Amount in Dispute: $11,050.00 Amount Settled: $0.00

Customer Complaint

2/6/2025

I am selling my home and transferring my solar loan to the new buyer. When I inquired about it, they said it would be easy and how to do it. So I accept the offer and when I went to go transfer the solar they said I had to pay the roof portion off before it could be transfered. No one told me that and it wasn't in any of the reading material they gave me. So when I asked for a payoff for the roof portion they stated it was 11050, the amount at the beginning of the loan. I have been paying towards the loan for a year so I told them that was incorrect, they told me my monthly payment doesn't go towards the roof but yet the loan is one large sum. They are taking money and can't explain how it's being paid towards the loan. Also no one told me the roof needed to be paid off, which I would have planned for when I took the ofder to my house and they agreed to take over the loan. Now I am out 11050 dollars without any explanation before hand that it was going to happen. They must be breaking some kind of law, not telling there customers important information. Resolution Sought I would like the business to give me back my 11050 and state in the material they send out to their customers to transfer be transparent and state that the roof loan needs to be paid first. Also they need to be able to tell their customers a break down of what the monthly loan payment covers, as it's their money and they should get to know where it's going.

2/6/2025

RESPONSE: Complaint was not answered Amount in Dispute: $1,950.00 Amount Settled: $0.00

Customer Complaint

1/13/2025

System installed in 2022, inspection was done. Inspector would not pass ,due to not being up to code.I called Sunnova and asked what they are doing to correct this issue. Several months later they came out and moved it. I called again in January 2023 question when they were going to have it re inspected,was told everything is fine System running fine. Received a call on November 2023 stating they noticed my system has nit be inspected. I explained, I called regarding thus issue and was treated like I did not know what I was talking about, system is fine per Sunnova. They sent service person out to check I gave him a copy of Inspector denial report due to being fire hazard. Heard nothing from them. November 17th of 2024 had power outage. My battery backup did not come on. Called Sunnova again, they stated it would be several days before they could send anyone to help me. I had to get my electrician out. He stated they installed a 15amp on a GFI for my bathroom. It tripped the breakers, so he corrected the problem. Finally days later Sunnova came out it checked what happened. The technician advised my system had been installed incorrectly. None of the 6 rooms that were supported to be on back up where not. Technician came back corrected problem. So I paid 11 months at $167.01, for a system that never even worked correctly., and to this date, system has not been reinspected. Resolution Sought Refund all the months They deducted the monthly payment for something that never worked correctly. Plus the $ 150.00 I had to pay my electrician.

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