Sunnova’s Dedication to Consumer Protections & Ethical Business Practices

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Sunnova Energy Corporation was founded in 2012 to change the way people energize their lives and transform the world for the better. By offering a better energy service at a better price, Sunnova’s mission has always been to use our business as a powerful source to reshape the way people power their lives. We do so by upholding strong ethical standards and service capabilities.

At Sunnova, we believe that energy affordability and reliability should be accessible to everyone, regardless of geography, economic standing, age and political beliefs.

Throughout the years, our 386k+ customers have welcomed us into their homes. These relationships begin with our trusted sales, installation and service dealers. While many things set Sunnova apart from other energy providers, one of the biggest is our dealer business model.

 

Our Selective Dealer Network

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We work with a select group of established local solar installers who have comprehensive knowledge of their local markets, enabling us to provide our customers with the highest quality of service. Sunnova offers industry-leading technology from top brands, national support and service you can count on.

Together, our team leverages our dealers’ specialized knowledge, connections, and experience to amplify our positive impact in communities nationwide.

Each of our installers is carefully vetted and monitored to ensure they meet the high standards of our dealer code of conduct and share our commitment to solar expertise, customer service, and ethical business practices.

Our strict criteria and elaborate vetting process includes:

  • Proof of qualifications with supporting documentation
  • Interviews by and presentations to our sales and operations leadership team
  • A financial assessment and independent analysis
  • Willingness to execute certifications of compliance with applicable law and code of conduct
  • Employee and customer reference checks
  • Establishment of internal procedures, trainings and policies to ensure compliance
  • Subjection to background screenings, audits and more
 

Our Commitment to Service

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At Sunnova, service is the heartbeat of our company. In fact, we have hundreds of Sunnova Energy employees out in the field, servicing systems and performing maintenance. We understand that if your solar and battery system isn’t operating as efficiently as possible, you’re not realizing all of the benefits you expect from your system.

All of our solar and solar plus battery services come with a 25-year system warranty that includes worry-free, hassle-free maintenance, monitoring and repairs.

This includes:

  • A dedicated customer care team that offers bilingual support seven days a week
  • System monitoring that tracks solar and battery performance around the clock
  • Online tools that give customers access to this real-time production data

In most states, we offer an energy guarantee with certain finance agreements, promising that your system will generate the amount of energy outlined in your contract, or we will refund or credit you for the difference.

 

Upholding Ethical Standards

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We rely on a network of reputable, local dealers for origination and installation. Our dealers cannot decline services to anyone based on age, as doing so would violate federal anti-discrimination laws. At the same time, dealers are not permitted to sell to any customer who, due to language barriers, health or other evident conditions, is unable to fully understand the terms of the contract.

We have a zero-tolerance policy regarding any sales staff who may attempt to take advantage of vulnerable groups. Should these allegations arise, we are committed to investigating any claim and upholding the highest standards of integrity in all our dealings.

 

Our Commitments to Customers

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All our customers undergo a rigorous phone or online validation process before their contract is finalized. This includes our agents reviewing each contract with the customer to ensure they understand the terms and wish to proceed with their energy services contract. Not only is this step critical for customer protection, but it also underscores Sunnova's devotion to upholding the integrity of our comprehensive services.

If an issue is discovered during this validation call, our team has a swift and thorough process in place to flag the contract and remove the dealer from our platform if needed.

At Sunnova, we’ve developed an enhanced customer service experience. This includes substantial investments in our Global Command Center (GCC), allowing us to swiftly respond to customer inquiries and concerns and ensure these systems operate as promised throughout the entirety of our 25-year contract.

How does our dedication to energy service set us apart?

Our commitment to the highest standards of customer service is illustrated in our ratings on Google (4 out of 5 stars) and EnergySage (5 out of 5 stars).

"I have electricity no matter what happens with the electric company, and I am contributing to less contamination in the world. The technicians came several times to the house and were very polite and well-versed. They took the time to explain how to fix the little problems that had occurred. They were very patient with us." -Leona B.

In the unfortunate situation where a customer passes away, Sunnova's commitment extends to assisting the customer's family by ensuring that agreements can be seamlessly transferred to the new owners. When extenuating circumstances exist, we remain ready and willing to find fair and equitable solutions for our customers.

 

At Sunnova, the Future is Bright

We live in an era of escalating utility rates and a lack of control over our energy network. Sunnova empowers homeowners to create and consume their own on-site energy and gain greater control of their energy costs while bolstering their resilience to outside forces. This trend underscores the importance of our mission: to power energy independence.

At Sunnova, we take pride in playing a role in transforming the energy industry.

As hundreds of thousands of homeowners experience the benefits of Sunnova energy solutions, we are more excited than ever to see what the future brings. We will continue to innovate our customer service experience and work diligently to support the growing energy needs across the U.S.

 

Learn more about Sunnova, a different kind of power company.

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