Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/14/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NovaSource was contracted through ****** to take off equipment from my house in November 2024. They did not reply or contact me until January 2025. The date was set for the end of January 2025 and the reinstallation was supposed to be within 30 days. When NovaSource sent the permits, they had the job incorrect and never replied to my voicemails or emails for over 14 days. Their customer service, response time, follow up and confirmation never happened until the first week of February. When the technician came to do the work, he had no clue what he was supposed to do. When he learned about the equipment he had to remove, he said he couldnt do it because he needed an other person. He tried to say he would have to come back another day. It took 4 hours for another person to come out to get the job done. We contacted NovaSource within the 30 day window for reinstall and never heard back. It is now April and NovaSource still refuses to confirm when they will come. I received a text message to try and schedule something but no confirmation has been sent to me.

• Initial Complaint

  Date:03/07/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reinstallation of solar panels taking 8 months more than originally promised. Reinstallation kept getting rescheduled due to parts not being ordered and permits not being applied for in a timely manner. Company charging $2,055 to reinstall when we've now paid more than that due to delays in reinstallation. I'm seeking to have these charges fully waived.

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One of the employees showed up to my house looking for his gf or wife. Have no idea. Then a week later I find the same man keep driving by my house. I tried to call the company and they seem to not know how to get a manager involved.

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NOVA *************************** scheduling ***** has scheduled a service to replace an inverter twice this month; one for Dec. 5, 2023 and today for Dec. 18 at both times service was not rendered. For Dec. 5, a technician showed up but realized that the part has not arrived. This a bad coordination on their part and I was not told that the parts will be delivered to my home. When I finally received the rest of the part (the inverter) I called on the 14th and we had agreed to schedule a service for Monday, Dec. 18 between 12 to 4 pm. There was no show or any calls to explain what happened nor follow up calls to reschedule. Today, 12/18 at 3:45 pm, I called their number ************, I was hung up on. Then again I called about 3:55 pm, I was on hold for more than 30 minutes then I was promopted to leave a message. This has been a very frustrating process and this kinds business practice is not acceptable. I would like someone to call me back to schedule a date to replace an inverter this week. My work order number *******. Thank you.

• Initial Complaint

  Date:12/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NovaSource has been contacted to service my Solar system. My system has been down since 10/16/2023 and NovaSource has failed to service the system. I have spoken & emailed them multiple times since 10/16/2023 and they either do not respond or I get the "we are looking into it from them." They have scheduled service calls and I have taken time off from work to be home for them. They have failed to show up and do no call letting me know they are not coming. Their customer service department fails to follow-up and provide any info and is rude at times. I think I have been more than patient waiting 2 months now for **************** visit to fix the system. Thank-you for your time.

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are supposed to be servicing solar panels. We bought the panels over 2 years ago. For the past year, they haven&#**;t worked. We called the original company that owned them and they went out of business. Generac blames it on Nova Source. We have been without solar for over a year. We have tried to contact them for months and the last service call we had was in January, they were going to get wires and come back. They came back again and brought clips and snap rings and told us they would mail it to us. We never got the part, never heard from them and this has been going on for months. For two days we have been waiting for them to call us back. We would like our panels fixed.

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nova Power Source took over business from SunSystem Technologies who originally installed my solar system at my home. There is a ten year contracted warranty between myself and the company. The warranty covers parts and labor for faulty or defective or going bad parts. April 6 2021, I called making a request for warranty repair on a solar panel showing zero production. It has never been repaired properly and remains at zero production. May 22 2021 a Technician (third party) looked at the panel and told me the entire panel was bad needed to be replaced it would take 2 weeks for the parts to come in on order and somebody to come out to perform the work. Sun system Technologies was still in business at this time. July 8 2021 I sent emails to them asking when will the panel warranty work be finished. **** took over the SunSystem Technology business now. I was not aware of any merges with companies until I called and talked to a women answering the phone, she answered the phone with Nova Power Sources and then explained the merger to me. After being put on hold she came back and said I will be scheduled soon and she gave my information to the Supervisor. Mid September 2021 I send email to supervisor complaining about it taking so long. Supervisor returns email saying part has been on back order nothing will be done until the part gets delivered. Two more panels go out zero production December 2021 I emailed requesting warranty repairs. Reminding about first panel repair is still unfinished and incomplete. **** supervisor sends me paper needing my e-signature stating the work will cost me over $400. I send a return email showing the copies of the contract and warranty. Mid January a Technician shows up says three panels repairs all done will show correctly on solar monitoring system in 24 hours. Panels remained as zero production. Mid April technician says panel equipment replaced and working wait 24 hours to show correctly on monitor program. Send email to supervisor panels still zeo production. Again same thing happens mid July 2022 Another email sent to supervisor I am begging for help to complete the warranty work. Mid August a Technician shows up as scheduled says he did repairs and will show on monitoring program in 24 hours. 3 panels remained at zero production 24 hours later. Making phone calls and sending emails weekly with no reactions or answers from Nova. Several Technicians have come by and claimed the repair work was done. Mid September 2022 a Technician reports for repair work he is 2 hours late (5:30pm) changes communication card and tells me he can not reset the card because it was after hours monitor company closed at 5:00pm. I have to wait until Monday and my system will be down until card is reset. I had 3 panels not working not a communication card, system was working with three bad panels. Monday nobody calls me or shows up. I email **** supervisor complaining about the whole problem and for already waiting years now for the same work requested since April 6 2021. My solar system was down until Mid November to get the new card to work. Told 100% operations now wait 24 hours to show on monitor program. 24 hours later same three panes zero production. This has been ongoing without the three panels ever getting fixed or properly up and running. Panels remain down today. July 14 ******************************************************* the same as the other Technicians. 24 hours later and the same three panels remain at zero production. July 15 emails sent and three more since then without Nova response. I am being ignored. M Nova is blatantly violating my warranty by ignoring me now and being unable to complete the warranty work pending over 1 & 2 yars now. It has cost me more than $1000 and climbing in energy expenses to local electric company. Looking for legal advice at this point. All I want is for Nova to honor the warranty and properly repair the solar panels ASAP. And credit my warranty for 2 additional years because of their lac-lustre actions or no action. Some financial compensation would be a respectable thing for Nova to pay me. **** needs to be responsible with my contracted warranty as promised and finally finish up on the three panels repair work once and for all.

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  novasource has been to my summer home twice and have done nothing to resolve my issue they came out in june of this year and told me that i only have one ground wire to my solar system and i needed 3 and they would be back out in mid july well that didn't happen tried to email them but they won't respond and trying to call them is like pulling your own teeth i paid $85,000.00 for a solar system that has cost me more money then i can afford so much for going green and i am a disabled veteran

• Initial Complaint

  Date:05/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called generac about my solar panels that I paid almost $100000 for. They refused to answer any questions. I assume this is because there is a pending lawsuit against them about their "snap" connectors. This was specifically what I was calling about. For several minutes he refused to answer my questions and I finally gave up. Today novasource (the company contracted to replace the connectors) called to replace 1 connector. Since they have been replacing them for 2 years now I asked how many I have and how many have been replaced with the "new and improved" version that generac did say they were doing and when will they ALL be replaced so I can have what I paid the money for several years ago. They said we don't know, call generac which I didn't yesterday and received no answers to my questions. Then she says its a yearly replacement. I ask well then are you replacing them with the same ones that the class action lawsuit is about or are they new ones like generac told me yesterday. She said I would have to ask generac (the ones that won't answer my questions due to the pending lawsuit). How is it that a company that is contracted to do my maintenance knows nothing about it? Novasource did tell me there are 75 snaps which I haven't verified yet. That was pretty much the only information I received from them even tho I spoke with 3 different operators and asked each of them if I could speak to their supervisor. The first one just hung up when I asked. The second just quit talking period when I asked, and the third said there is nobody above her at novasource. She didn't answer when I asked her if she ran the company. All I am asking for I'd the $100000 worth of equipment that I paid for. If this doesn't get me help I will seek legal counsel for my own case and also make sure I'm in the class action lawsuit against generac. I don't want to go that route. Please help me.PS. Could you also ask them if that customer service operator really runs the company?

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Novasource was contracted by Generac to certify my solar system after power home solar went bankrupt they repeatedly scheduled and canceled appointments and you cannot speak to a supervisor because that requires ***** hours my appointment was scheduled 6 months in advance and it was a date and time they picked and they didnt make any of the assigned dates which caused the closing on my home to be late.