02/28/2025
Ramon H.
Secaucus, NJ
My solar system stopped working with complete system failure and no production on Monday, February 24, 2025, at 12:25 PM, and Sunnova has been nothing but disappointing ever since. Despite their claims of active system monitoring, they never detected the outage — I had to report the issue myself on February 25, 2025 (Case #****741). After multiple chats via their portal and email to customerservice@sunnova.com three days later, I had to call (866)786-6682 to get them to acknowledge the issue and mark the ticket as in progress. Even then, the Sunnova support representative refused to provide any timeline for repair and acted like this was totally normal for a complete system failure. I asked if there would be a temporary payment suspension while the system remained offline, and the answer was a flat no. He said I'm responsible for full payments regardless of the system status. Forcing me to pay both Sunnova and my electric provider out of pocket. However, All while I'm also missing out on payments from the Solar Incentives NJ Program (GATS PJM-EIS). I have still not received any official email confirmation of the problem or the resolution ETA. Sunnova's excuse that they only compensate for lost production once a year completely disregards the immediate financial hardship their delays are causing. This level of service is unacceptable for a company operating under NMLS #1528616 and claiming to be a leader in the renewable energy space. If you're considering Sunnova, stay away! They care more about collecting payments than delivering on their promises. If the issue is not addressed in a timely matter, I will soon be filing formal complaints with the New Jersey Board of Public Utilities (BPU), Better Business Bureau (BBB), and the New Jersey Division of Consumer Affairs.
System size (kW): 9.5
Year installed: 2023