Apparently, Sunnova paid BIG BUCKS to the Houston BBB as the current Sunnova rating is now “C+”. #
fAt least 73 new BBB complaints.
Since there were likely complaints PRIOR to 3 years ago that are no longer included there is no way of determining the total # of new complaints in the last two months. Although looking at the trend, it appears that more complaints are filed now than 3 years ago, with fewer complaints resolved.
From 3/24/24:
1,253 total complaints in the last 3 years.
638 complaints closed in the last 12 months.
So how did the BBB rating go from F to C+?
Apparently, the BBB is trying to bring up the rating so they can accredite Sunnova again and earn big bucks.
Alert stating that the BBB is NOT working with Sunnova to have its accreditation reinstated has been removed: #
When will Sunnova be reinstated?
Most consumers don’t understand that the BBB gets PAID by the corporations to be listed and rated. #
I have personally experienced the Houston BBB mediation. Sunnova paid the mediator who first stated that she knew absolutely NOTHING about my clients’ case and a few minutes later she told my clients that they would have a difficult time prevailing in court.
Clearly, the mediator was biased. If I hadn’t attended, Sunnova would not have agreed to install 4 more panels free of charge because the system was not properly designed.
I also don’t see new complaints listed at the BBB site. What is going on?
Pattern of Complaint:
Since 2022 to date, The BBB of Greater Houston & South Texas received numerous complaints and customer reviews for Sunnova Energy Corporation exhibiting patterns of complaints and customer reviews. A review of the pattern in 2023 into 2024 was completed which revealed the following patterns:
Customer’s complaints and customer reviews alleged deceptive sales practices, poor customer service and they further report installation and repair technicians do not arrive as scheduled. Customer complaints also alleged delays in diagnosing and repairing under-producing panels or panels that are not operational at all. Some consumer filed complaints stating the company will not schedule panels to be removed for roof replacement even after paying upfront for the service. The BBB has also received complaints alleging the company has failed to transfer lease agreements from the seller of homes to the new purchasers.
The Company has provided the following response to the pattern language.
We recognize that along any journey, challenges can arise, and we want to assure you that we are committed to refining and elevating every interaction you have with us. Our dedication to transforming negative experiences into positive ones remains steadfast, and enhancing your experience to provide you peace of mind is at the core of our efforts.
With this in mind, below are tangible steps our team is taking to address the concerns that have been raised and to provide you with a more exceptional experience:
Comprehensive Review: We are currently in the process of conducting a comprehensive review of the entire customer journey, spanning from the initial consultation through installation and ongoing support. This evaluation will enable us to pinpoint areas that demand improvement and fine-tuning.
Investments in Call Centers: We have made strategic investments in customer call centers located in Houston and Puerto Rico. This strategic move enables us to promptly address any issues you might encounter, ensuring a more positive and seamless experience. We are continuously investing in enhancing our customer support mechanisms, making notable progress in providing more accessible and responsive interactions with our specialists.
Operations and Maintenance Improvement: As a cornerstone of our center-led service network, our Global Control Center works to ensure high system uptime through effective performance monitoring, deficiency detection, and swift issue resolution. Through vigilant monitoring and meticulous quality control, we oversee every step of your journey with us, aiming to provide a positive and hassle-free experience.
Supply Chain Processes: We are committed to optimizing our supply chain processes. We are establishing warehouses across the country to better equip our service technicians with the tools they need and to ensure sufficient supplies are available for routine maintenance and well in advance of weather-related events.
Each interaction represents an opportunity for refinement and improvement as we collectively contribute to the sustainable future, we all aspire to create.
The screenshot of the poorly formatted current Sunnova response.
Note: Complaints are sorted by most recent with the most recent complaint from 1/22/24.
Click for full-size screenshot including many complaints
Searching for BBB contact info, I looked at https://www.bbb.org/all/your-business-hq
Your Business Content HQ
Building and running your business is a daunting prospect. The BBB is here to help you with business tips on every aspect: marketing, sales, and technology. We are also here to help you manage your relationships with your customers.
Yup.
Never forget which side they’re on. The BUSINESSES pay them.
I have not been able to find contact info for the BBB to request their comments. Might have to try the emails from our 2017 BBB complaint or file a new complaint to find out how they come up with this absurd C+ rating.
