
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 feeโฆ”, 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 6:28โฏPM, Customer Service customerservice@sunnova.com wrote:
๏ปฟ 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
โJorgeโ,
The problem was not the need to reschedule my appointment due to โprotocol issuesโ (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 Sunnovaโs 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.


















Visalia Police encrypt all radio traffic
March 24, 2025
Jim Reeves 9-1-1, commentary, News encrypted police radio, police secrecy, radio encryption, visalia, visalia police department, VPD 1 Comment
As of March 20, 2025, the Visalia Police Department has switched from open transmission, receivable on any scanner, and on many types of consumer 2-way radios such as Amateur Radio Service equipment, GMRS, FRS, and phone apps, to fully encrypted transmissions. This prevents the general public from monitoring police transmissions.
This is in response to a 2020 California Department Of Justice requirement that certain “personally identifiable information (PII)” be encrypted. Here’s what Google’s AI said about it:
DOJ Mandate:
In October 2020, the California Department of Justice (DOJ) notified law enforcement agencies that they must encrypt any radio communications transmitting confidential Criminal Justice Information (CJI) and Personally Identifiable Information (PII).
Alternative Approaches:
While encryption is the primary method, the DOJ allows agencies to meet the requirements through alternative policies that restrict the sharing of PII while still allowing the transmission of other information through open frequencies.
Examples of Alternative Methods:
Using MDTs, department cellular phones, or landline telecommunications to transmit and receive PII .
Breaking up personal information by transmitting details such as a person’s name, birthday, and address in separate transmissions or even in different channels .
Agencies Opting for Open Radio Communications:
Some agencies, like the California Highway Patrol (CHP) and dozens of counties and cities, have opted to continue sharing their radio communications while protecting personal information through alternative methods.
Visalia PD has gone to full-time encryption, and hopes CAD (computer aided dispatch) updates on a webpage, along with press releases, will assuage the public’s displeasure over loosing the ability to monitor the transmissions.
The trouble with those plans is that information will only become available after the event, and will contain no details other than the general area of the event, and a vague incident type category.
Needless to say, many people are not happy. I’m one of them.
I dispatched law enforcement for 25 years at the Tulare County Sheriff’s Office. (BTW, this is my opinion only, not TCSO’s. While they have not gone to full encryption yet, they do have the ability to do so.)
I see no good reason to go to full encryption of all transmissions.
With the ever-growing YouTube proliferation of videos showing the interaction between police and the general public, and with the common theme of highlighting bad interactions rather than good ones, you’d think police departments would be working on improving their public relations, instead of hunkering down and, effectively, saying ‘it’s none of your business except for what we decide to tell you, later’. It give the impression that you’re hiding something. It also makes it easier to actually hide something.
Now, I think quite highly of the Visalia Police Department. I know the Chief, and worked with his wife some years ago when she was also a dispatcher. This decision, however, is very disappointing.
I can, just off the top of my head, think of two alternatives to full-time encryption.
Option 2 seems to me to be the most easily accomplished compromise between meeting the requirements of the DOJ and maintaining a positive relationship with the community.
There are also some technical issues with encryption that I would not be surprised VPD is discovering right now. Since open transmissions by VPD in the past have been analog FM, poor signal traffic can often be understood, especially by seasoned dispatchers. Weak signals, broken transmissions, noisy environments all make for difficult to hear or understand messages. An officer on the ground wrestling with a drunk suspect and is calling for help needs the ability to be heard by dispatch. Digital takes some of that away, as it’s all or nothing. A weak signal is not heard at all, and if a signal drops out, it’s simply not there anymore. The dispatcher cannot make out what their radio does not receive.
Police Captain Daniel Ford will be speaking on this subject at the next Visalia Citizen’s Advisory Committee meeting, to be held Wednesday, April 2, 2025, at the conference room of the City Offices located at 220 N. Santa Fe, in Visalia. The meeting time is 5:30pm, and it is open to the public. (the city webpage says meetings are held at the Convention Center, but this is outdated information)
Go back to open transmissions, VPD. It’s better for everyone. Especially you.
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