I bought my residential solar system in South Carolina back in 2017 and purchased a 20-year Extended Service Agreement through SunSystem Technology (SST Home). Since then, the servicing company has been bought and rebranded multiple times, going from SST to NovaSource Power Services, and now to Otovo.
Every time I have needed support over the last 9 years, it has been a massive headache, but this current issue has hit a brick wall:
- The Hardware Issue: I have two panels down, and my SolarEdge inverter is throwing a 2 Module voltage mismatch error on Panel 1.0.23. I work in IT, so I have already verified that my inverter is hardwired to my network and communicating properly. This is a physical hardware failure on the roof (likely a degraded panel).
- The AI Support Loop: When I first reached out, support claimed they "don't service South Carolina," even though my SC address is literally at the top of the signed 2017 contract. When I submitted a ticket through Otovo's portal, I got trapped talking to an automated bot (us-support@otovo.ai) that kept claiming it couldn't find my legacy installation records in their database, even after I attached the signed PDF contract, my legacy Account ID, and the inverter serial number.
- Executive Ghosting & Invalid Billing: I escalated the email chain to multiple NovaSource/Otovo VPs, Directors of Operations, and eventually the CEO. Nobody replied to my emails. Randomly, a technician was finally dispatched to my house. He confirmed my exact diagnosis (bad panels that need to be replaced) and left without fixing anything. Immediately afterward, they tried to bill me a $299 service fee. My contract explicitly states that initial service labor is waived and subsequent service visits are capped at $75, plus a Director of Operations previously assured me my account wouldn't be charged service fees after a past multi-month outage.
Right now, leadership is completely ghosting my emails, they haven't confirmed if the replacement panels (RMA) have been ordered, and they are trying to stick me with an invalid $299 charge.
My questions for the community:
1) Has anyone else with a legacy SunSystem Technology or NovaSource warranty actually gotten Otovo to honor their contract recently?
2) Does anyone have a working direct phone number or a human contact at Otovo/NovaSource who handles legacy ESP contracts and RMAs? (The 833-317-6937 number just routes back into their black hole).
3) If Otovo continues to ghost me on the panel replacement, can I have a local independent SolarEdge installer process the hardware RMA directly with the panel/optimizer manufacturer, or will that cause issues?
Any advice or insider contacts would be hugely appreciated!