Additional Information for Sunnova Energy International Inc.

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.