07/08/2024
Julie
Oakley, CA
I've been trying to get Sunnova to do the transfer documents after I paid off my lease so I can sell my home. I've been contacting them for one month and they have not sent me the DocuSign. My closing of my home sale was supposed to be today at 5 pm but they have not completed their documents for me to sign. They have the money but I can't sell my home on time. I don't even know if they will ever come through. I've called them about 20 times and the buyer and buyer's agent has as well. I've called the customer service line and get a different answer each time. When I talk to a supervisor, they don't follow through with emails documenting my call and the supervisor sending information to the transfer department. I'm afraid I'm going to lose out on selling my home. This is my life savings and I don't know what to do. I really don't think they care or have any business ethics. They bought out my lease from Solar Universe and I got stuck with Sunnova. Please don't get involved with Sunnova. You will regret your business dealings with this company. I think they train their customer service people on how to stonewall you. I asked for supervisor's names and when I call back the customer service person says that they don't have that person on staff. They must just give out fake names to avoid people getting help. Please, please, please don't get Sunnova for your home!
System size (kW): 10
Year installed: 2010
Sunnova reply
07/11/2024
Hello Julie. Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the experience you've had. Please contact our customer service at (866)786-6682 or customerservice@sunnova.com with your system ID. We appreciate your cooperation and are committed to helping to resolve your concerns. Thank you for giving us the opportunity to serve you better.