
So here’s the latest on the solar panel repair fiasco. They, of course, refuse to pay ME $100 for THEIR missing an appointment, although if the missed appointment had been MY fault, they would charge ME $100. My take on the situation? Don’t deal with Sunnova if you can avoid it.
02/11/2025
Dear Jim Reeves,
Thank you for reaching out and sharing your concerns about the appointment.
I understand your frustration regarding the missed appointment and the lack of communication surrounding it.
After reviewing your case, I would like to clarify that while we strive to adhere to our service protocols and keep our customers informed, in this instance, the situation did not meet the criteria for a $100 fee as outlined in our policy. As a company, we do not apply fees for situations where we fail to meet the scheduled appointment window, and unfortunately, the circumstances surrounding your case do not qualify for a credit.
Please know that we take your concerns seriously, and I apologize for any inconvenience this may have caused. We will continue to review our procedures to ensure better communication and service moving forward.
If you have further questions or need assistance, please reply to this email or log in to your MySunnova portal and chat with one of our friendly agents. They are available to help you with anything from account inquiries to troubleshooting.
Here’s how to get started:
- Visit MySunnova: Go to https://www.sunnova.com/mysunnova.
- Sign in: Enter your login credentials.
- Start Chat: Look for the chat icon in the lower left of your screen and initiate a conversation.
Our agents are ready to assist you promptly from 7 AM to 7 PM, Monday to Saturday.
Kindly,
Jenifer C.
Customer Service Representative
Sunnova Energy Corporation
Hours of operations are (CST):
Monday – Friday 7:00 AM to 12 midnight
Saturday 7:00 AM to 9:00 PM
Sunday 12:00 PM to 12 midnight
The prior email chain:
RE: System SO0024XXXX
I was scheduled for a repair appointment for 2/5/2025, with the technician scheduled to arrive between 8am and 11am. I was home and available during those hours.
No one came to my home, and I was not contacted about a delay or a cancellation.
In the text message I received confirming my appointment is the following:
“$100 missed visit fee if the tech can’t access the system OR you cancel after 5pm the day before the appt.”
Since Sunnova’s text message says “we reserve the right to charge a $100 missed visit fee…”, I expect you’ll return the favor. I expect a $100 credit on my account for your tech not showing up to the scheduled appointment in the scheduled window (indeed, not showing up or contacting me for the entire day).
Please respond with confirmation that my account has been credited $100, and schedule a repair appointment since the original problem still exists.
Jim Reeves
On Feb 7, 2025, at 6:28 PM, Customer Service customerservice@sunnova.com wrote:
Dear Jim Reeves,
Thank you for contacting Sunnova Energy regarding your appointment.
Please accept my sincerest apologies for the inconvenience that the rescheduling of your visit has caused. Due to protocol issues, we were compelled to change the date. However, I would like to emphasize that the fee will only be applied if the client is not at home when our technician arrives. If you are not present at the time of the technician’s visit, I extend my deepest regrets for the inconvenience. Nevertheless, I would like to underscore that the visit has already occurred.
Should you have further questions or need assistance, please reply to this email or log in to your MySunnova portal and chat with one of our friendly agents. They’re available to help you with anything from account inquiries to troubleshooting.
Here’s how to get started:
- Visit MySunnova: Go to https://www.sunnova.com/mysunnova.
- Sign in and enter your login credentials.
- Start Chat: Look for the chat icon in the lower left of your screen and initiate a conversation.
Our agents are ready to assist you promptly from 7:00 AM to 7:00 PM.
Thank you for choosing Sunnova!
Best regards,
Jorge H.
Sunnova Energy Corporation
Customerservice@sunnova.com
2/7/25
“Jorge”,
The problem was not the need to reschedule my appointment due to “protocol issues” (whatever that means), my complaint was/is that the text messages confirming the original appointment included notice that my missing the appointment, or cancelling after 5pm the day before, would trigger a $100 fee.
Sunnova technicians did not arrive during the originally specified window, and did not notify me that they would be unable to fulfill their appointment, and especially for not alerting me to that before 5pm the prior day.
Therefore, since it is clearly Sunnova policy that appointments that are missed without notice prior to 5pm the day before are subject to a $100 fine, I expect no less than the same treatment in return.
I expect and demand that Sunnova credit my account $100 for Sunnova’s failure to arrive during the scheduled appointment window, and for not notifying me before 5pm the day prior.
Jim Reeves
Sent from my iPhone
*********************************************
Here’s the text message I received once sending a confirmation of the appointment they set:
SUNNOVA APPT CONFIRMED for 2/05/2025 between 8:00 AM – 11:00 AM
$100 missed visit fee if the tech can’t access the system OR you cancel after 5PM the day before the appt.
RESCHEDULE/CANCEL via MySunnova appt link OR agent chat.
Reply STOP to opt out of appt texts
*********************************************
So in the final analysis, if the customer screws up and misses the appointment, they’ll charge $100 fee to the customer’s account. If Sunnova screws up and misses the appointment, it’s “oh well, we don’t pay you for our failure”.
EDIT: Addition:
This is not the only problem I’ve had with them, just so you know. They charged an exorbitant amount ($8,400) to remove and then later reinstall the panels to allow a new roof to be installed. They also failed to obtain the proper city permit to do the job, and then took 6 months to “investigate” the issue, all the while charging me for estimated production that my panels did not produce while they sat in my backyard waiting to go back up on the roof. Needless to say, after all that it may be a decade before I see any real financial savings from the system.
If you decide to have solar panels installed on a lease program, or any program where you don’t pay upfront for your own privately held system, be sure you won’t need a new roof during the life of the contract. It won’t pay if you have to remove-reinstall the system. The only benefit now will be in monthly cash-flow, as my electricity bill will decrease by some.
Needless to say, I’m not a happy camper right now.


















A mystery, a hunt, then success!
October 15, 2024
Jim Reeves commentary, News, Personal city government, City of Visalia Charter, election, elections, News, politics, visalia, Visalia Charter, Visalia City Clerk, voting Leave a comment
On September 8, I wrote about the City of Visalia and it’s Charter. I noticed in one section it said (Deleted November 4, 1974). No mention of what that section was, or why it was “deleted”.
Under Article XVI, Section 21 said simply “(Deleted November 4, 1974)”
Well, I needed to know what that was all about.
I cogitated about it for a while. A mystery that kept bugging me, begging to be solved. Last Monday I decided to track down the truth, if possible. Looking online hadn’t turned up the missing section, and it had been 50 years since the change was made. The local newspaper doesn’t have online access for historical stuff, and while I had the date of the vote taken to approve changes to the Charter, I didn’t know when the City Council had acted to put the measure on the ballot. That could have been almost any time in 1974, to have time to get it on the mid-term election ballot in November. I really didn’t want to sit in front of the micro-fiche reader at the library, scrolling through the newspapers for every day that year! (Are micro-fiche readers and their films still a thing?)
The hunt had to be done the old-fashioned way – sleuthing in person.
I headed down to the library to see if they had a copy of the original charter, but they were closed for Indigenous People’s Day (It might be called something else, too, but never mind that…)
Next stop – The City Clerk’s office. I was surprised to find the offices open, since it was that holiday. I also expected it might take a while to find that for which I was looking. I was afraid that the relevant documents would be in that warehouse where the US Government stuck the Ark of the Covenant, as seen in one of the Indiana Jones’ movies, or in Warehouse 13. The City Clerk thought it might take some digging, too. The Assistant City Manager came by as we were discussing the Charter, and since he’s new to the city as well, he didn’t know anything about the change. The Clerk took my info, and told me she would research it. I expected I might hear something back in a week or so, if I was lucky. Surprise, surprise, they found and emailed me the original text before I even got home! Talk about service!
The original Charter contained the following:
Article XVI. Miscellaneous Provisions:
Section 21.
Neither the City Manager nor any person in the employ of the City shall take any active part in securing, or shall contribute money toward the nomination or election of any candidate for a municipal office.
Seems in 1974 the City decided to do a bit of tweaking to the Charter, and since the only way it can be changed is a vote of the people, it was on the ballot in November 1974. The above section was deleted. (I’m assuming it was due to infringing on people’s rights to support the candidate of their choice, even though they were city employees.) Some other wording was added, looks like to clarify some minor things that had changed in the previous 50 years.
It’s been 50 years since that update, and I think it’s time to do another refresh.
I noticed references to the City Manager (and other offices as well) as “he” or “his” throughout the Charter. We don’t have a “he/him” City Manager now, so time to change the masculine pronouns to gender-neutral.
(the fact that changing masculine pronouns in city documents will undoubtedly raise the blood pressure of those who see such things as “woke liberalism” is a bonus in my book!)
Thank you to the new City Clerk, Jennifer Gomez, for digging this up for me!
Mystery solved!
(even if it was a bit anti-climatic. I was hoping for some good, scandalous dirt! oh well…)
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