A Letter from our CEO: Sunnova's Commitment to Service
I founded Sunnova over six years ago with the goal of offering consumers a better energy service at a better price. From humble beginnings in a downtown Houston apartment, we have grown into one of the leading residential solar and storage service providers in the United States.
Our mission is simple—to power energy independence—and we are deeply passionate about providing homeowners with a real choice when it comes to powering their homes with cleaner, more sustainable and affordable energy solutions. We are equally committed to creating trusted, long-term relationships with our customers, as they are the very heart of our business.
Only ten years ago, home solar energy systems were out of reach for most homeowners. The initial capital costs were too high and trusted expertise in installation and service was difficult, if not impossible to find. Sunnova was founded to address these problems by greatly reducing or eliminating the large upfront costs, making expert installation and service accessible, and providing homeowners long-term cost stability for the energy generated by their systems.
Every day, our customers welcome us, in very real ways, onto and into their homes, and this relationship begins with our trusted sales, installation and service dealers. While there are many things that set Sunnova apart from other energy providers, one of the biggest is our dealer business model. We work with a very select group of established local solar installers who have comprehensive knowledge of their markets, enabling us to provide the highest quality of service to our customers. Each of them is carefully vetted and monitored to ensure they meet the high standards of our partner code of conduct and share our commitment to solar expertise, customer service and ethical business practices.
To ensure we live up to these high-standards standards, we have an in-house, highly-trained team of customer care professionals who ensure customers’ questions are answered and problems are rapidly addressed. Together, these efforts have helped us achieve service levels that are amongst the best in the industry. We can’t always claim perfection, but we are always perfecting.
Just one example of this commitment to service was seen in our response to Hurricane Maria in Puerto Rico, home to nearly 10,000 Sunnova customers. Like much of the energy infrastructure on the island, many Sunnova systems were damaged by the impacts of the storm. While many others waited or never returned to the island, Sunnova initiated an immediate response and began repairing and replacing customers’ systems as quickly as possible. As we undertook one of the largest residential solar fleet restoration efforts in history, we did so at no cost to our customers. We reacted immediately because we made a promise to our customers to be there for them over the life of the contract, and we are proud to say we delivered on that promise.
We bring this same dedication every day in every place we work.
Accountability, trust and service are the bedrock of our business. These principles are what have allowed us to grow from a tiny start-up to a significant solar service provider serving nearly 65,000 homeowners. It is why we have advocated for consumer protection legislation to prevent predatory sales practices in the solar business.
Sunnova is a leader in consumer choice and energy innovation, and it is only because of our customers and partners and the relationships we’ve built over the years that we have achieved this. I thank you for your support of Sunnova. It is this spirit of service and innovation that will help provide more and more homeowners with affordable and sustainable energy, one relationship at a time.
Founder and CEO, Sunnova Energy Corporation
Intelligent Control and Peace of Mind, All Under One Roof
On most days, at any given time, various homeowners across California will experience a power outage due to any number of issues, such as high winds, downed power lines, heat and sometimes even squirrels. While unpredictable in duration and level of disruption, power outages have unfortunately become a frequent part of our day-to-day lives. But that doesn’t have to be the case. With Sunnova’s SunSafe™ solar + battery storage technology as a part of your energy future, power outages in your home can become a thing of the past.
Planned and unplanned power outages are happening all the time throughout the state of California and Sunnova SunSafe™ is here to keep the power flowing in your home. Sunnova SunSafe™ is a customized solar + battery storage technology system designed to meet your home energy needs in a smarter way. Sunnova SunSafe™ uses intelligent control technology aka “the smarts,” to manage how the energy produced from the sun flows to your home, to the battery or back to the electric grid to offset the highest energy costs. During time of use peak periods when rates are highest, or if the electric grid goes down, your home will draw energy from Sunnova SunSafe™ to power the home’s most critical needs, protecting you from outages or high electricity rates to help maximize savings.
Peace of Mind…
Sunnova SunSafe™ will continue producing and storing energy when the electric grid is down, unlike solar-only systems. In case of a utility power outage, your most important appliances will be powered for around 10 hours, depending on your energy usage. This means you can keep the lights on, your refrigerator cold, use the internet or charge your phone. SunSafe gives you the control to power your life.
…All Under One Roof
When it comes to making a decision about your solar energy provider, you have a choice, so make the one that gives you the most control and protection. Sunnova also protects your solar + battery storage system for a full 25 years with our best-in-class comprehensive warranty. From repairs to maintenance, our end-to-end warranty has you covered. We guarantee that the system will produce the amount of energy we say it will, in your agreement, for 25 years or we’ll credit you the difference. And, we insure the system for theft or damage, so you don’t have to.
In fact, we are proud to announce that Sunnova SunSafe™ is now the only residential solar service provider to offer a 25-year solar + battery storage lease with a comprehensive warranty and performance guarantee.
Check out Sunnova SunSafe™ Today
For more information on our Sunnova SunSafe™ solar + battery storage technology, visit: www.sunnova.com/SunSafe.
Sunnova Supports Protecting Consumers
The residential solar industry is booming. In 2016, the industry grew almost 20% compared to 2015 and 2,500 MW of rooftop solar was installed. This demand stems from a clear desire on behalf of consumers to save money and have more control over their energy production and costs.
Homeowners now have a number of contract options for solar power service that include leases, power purchase agreements (PPAs), loans, property assessed clean energy (PACE) and outright purchase with no contract. At Sunnova, we offer leases, PPAs and loans and we always cover the system’s operations and maintenance needs. When deciding to sign up for solar power, it is important that consumers ensure that they are working with a reputable company that will be around in the long term to save the customer and repair the system when something goes wrong. The Solar Energy Industries Association has guidelines for consumers to follow if they are interested.
Solar companies are not fully regulated by any one entity. Sunnova believes that solar companies would benefit from more clear guidance on consumer protection issues. Because solar companies sell energy, it would make sense for them to be regulated by state Public Utility Commissions (PUCs). These state PUCs could ensure that best practices are implemented that companies must follow in order to do business.
One of the most basic but critical components of ensuring that consumers who sign up for solar power are protected is requiring companies to provide for operations and maintenance services for solar systems over the life of the system. Solar power companies should be required to provide for the continued functioning of those systems so that consumers are not saddled with a substantial investment that no longer works. At the same time, the companies providing operations and maintenance should be backed by a credit-worthy entity so that regardless of what happens to the contractor who did the original installation, the system will be monitored and maintained for the long-term.
A number of state legislatures have passed or are considering consumer protection legislation for solar customers. The U.S. Congress is also looking into this issue. Senator Tom Cotton (R-AR) recently introduced a bill that would require PACE lenders to disclose to homeowners that PACE imposes a lien on homes. This bill is a common-sense measure that will protect consumers without harming the industry. Sunnova fully supports this legislation and other, similar legislation that ensures companies are good actors who are honestly serving their customers.
It harms both consumers and the entire solar industry if there are no commonsense rules protecting our customers. We encourage PUCs to consider regulating solar companies as energy companies, we support common-sense legislation to benefit homeowners, and we are supportive of Senator Cotton’s bill to impose rules on PACE lenders that require reasonable efforts to protect customers. We encourage others in our industry to support these regulations to ensure that solar customers get the best deal at the best price from reputable companies who are straightforward with them—just like Sunnova is.