Vision Solar, LLC

Vision Solar
To Whom It May Concern:
The customer has stated they have waited a long time for the
solar process to be completed through Vision Solar and the utility company
The contract was signed on January 29, After
completing a CAD design and going through the local jurisdiction's permitting
process, Vision Solar completed the installation on April 22nd,
After the installation was completed, the final inspection
process beganThere was an initial rejection on April 27th due to
the city inspector requiring a $Electrical Service Panel Change feeThis
was needed to solve the issue with the main service panel voltage being not
where it should be to handle the solar installation and its electrical output
This requires a complete overhaul of the electrical panel of the home, a major
upgrade to the home
A Temporary Disconnect/Reconnect application was required to
handle the major electrical upgradeThat application was filled out and turned
into Nevada EnergyNevada Energy set the Main Service Panel upgrade date for
May 29thAccess issues and failed attempts to contact the customer
resulted in the job being completed June 1st
After the work is completed, the updated plans must be sent
and approved by the local jurisdictionThe revised plans were sent to filing
June 18th. Vision Solar is dependent
on the local jurisdiction's approval before they could complete a re-inspection
Revision was approved July 13thRe-inspected August 18th
and rejected for no physical proof of permit for Main Electrical Panel Change
out as well as no record of inspections for the 125amp to a 200amp upgrade
Problem solved August 28th where the permit was
stamped and approved by the cityAttempts to reschedule with the customer were
made from August 31st to September 2nd. Customer called in on September 3rd
to confirm inspection for September 10th. Inspection passed September 11th
and Vision Solar filed to Nevada Energy for their utility inspection and meter
placement to be completed
Vision Solar was unable to upload documents and Nevada
Energy was notified September 25thResponse received September 30th
that it had been confirmed for inspection and meter placement At this point Vision Solar is at the mercy of
the utility inspection process, with lack of clear visibility of the utility
inspection queueA reminder email was sent to Nevada Energy October 23rd
asking for an update on this accountA failed inspection notification was
received November 2nd. A
dialogue ensued between Vision and Nevada requesting information as to why the
inspection had not passedResponse and clarification from Nevada Energy was
not received until December 1st.
Vision completed the necessary fix and re submitted for inspection
December 9thNevada confirmed that it was in queue December 14th
to go through their inspection process
An additional failure notification was received January 5th
for an "uneven standing surface," where the homeowner had placed artificial
grass, as well as logs of woodVision Solar has not been able to verify whether
this rule exists or not, nor has Nevada Energy provided information about this
type of failureRegardless, the issue was resolved has since been completed
and re-submitted for utility inspection
Vision Solar has been aware of every step of the process
The installation of a solar system is a complex process that runs through
multiple third parties rendering the customer and Vision Solar dependent on
those third parties to do their job efficiently in order for the system to be
completed
Vision Solar has made it a priority to be efficient and
accurate in all steps that require our actionFor the remainder of the process
Vision is actively following up with the necessary parties to have this system
completed and turned on as soon as possible.
Vision Solar will make sure to communicate all
issues to the customer to help receive the necessary permission to operate

The signed contract is attached for your reference. We apologize for any miscommunication.

Ion Solar cannot speak on behalf of Mosaic in regard to logged notes, only what Mosaic representatives have communicated. It may very be well that communication has taken place. The lack of communication mentioned, was in regard to Ion Solar not having any notation of contract disputes, but also does not mean it hasn't happened, just that no logged communication can be found or that was documented. Ion Solar would like to assist, and would like to do so by setting up a conference call with the customer's legal counsel and Mosaic. Ion Solar will attempt to reach out to set this up immediately.

To Whom it May Concern, Customer [redacted]'s account was created on July 22, 2016. It is company policy to first complete a virtual site survey to give the customer a potential system layout as well as estimated production and savings prior to the agreement being signed. [redacted]'s...

agreement was created and thereinafter signed on 7/26/2016, at which time we scheduled a site surveyor to survey his roof for 8/3. We were also informed of his specific roof material on 7/26/2016 and our equipment specialist began to look into the situation. The next day on 7/27/2016 our equipment specialist made the decision that we cannot install on Decra Tile so the account will need to be cancelled or the customer would need to pay extra to accommodate installation that includes the additional costs of his specific roof type. The options were presented to the customer and the decision was to cancel the account. Due to the circumstance of cancellation the customer will not be charged any cancellations fees and will remain to have not paid any money during the whole incident. Vision will issue a written notification letting the customer know no fees will be charged and his cancellation is complete.

To Whom It May Concern,Ion Solar apologizes that the customer could not find a resolution yet. Ion Solar does not have any logged calls or messages from Ms. [redacted] in regard to this contract dispute or any other disputes recently, otherwise an amicable solution could have been sought after right...

away. Ion Solar does not have a direct contract with Ms. [redacted] in regards to a lien on the home, the financial partner Mosaic does. Mosaic should be able to rectify the situation right away by managing the lien in a method that allows the customer to not have any issues selling her home. Ion Solar has reached out to Ms. [redacted], and left a voicemail due not being able to get a hold of her, to inform her she simply needs to contact Mosaic to have them manage the lien. Ion Solar has reached out to Mosaic as well, and Mosaic has stated they have not receive a complaint or communication from the customer in regard to any lien or contract dispute, but that if Ms. [redacted] calls Mosaic they can help assist her.

To Whom It May Concern: A site analysis was conducted on 8/27/15 and the roof was found in good enough condition that it was approved and moved through the remainder of the solar process. We have strict rules and multiple checking points along the way to catch a roof that is not suitable for...

roof top solar. Since October 7th, when the customer's concerns were brought to our attention by Dividend Solar, Dividend and Vision Solar have been in active communication with the customer and her legal partner regarding the situation. We will again reach out to come to a solution for removing and replacing the panels during her scheduled roof repair. Thanks.

Yes I did sign that paper. In that paper its says that I will be saving money a month and the sales person Michelle said that she was going to get me a lower rate but that she needed my sce bill. It took me a while to get this bill mean while vision solar was already getting permits and sending people to my house to do the layout or something like that. Then I began to check myself the suppose saving and notice that I was gonna be paying more than I do now. I called Michelle. She told me that she was not able to get me a lower rate. I told her that I wanted to cancel because I was gonna be paying more, that's when she began to convince me. What she needed to do was respect my decision. So finally conviced me. Again after thinking everything through I decided that it wasn't the right thing for my family but this time It took me some days to call Michelle. I really didn't want to put up with the talking me into it again. Finally I called her and told her and again she tr to convince me, but this time I just stuck to nonono. Why do make someone sign papers when the saving estimate is not right? Why do you start wasting money on permits when customer doesn't qualify for any saving?  Also I never told Michelle that I wanted to stay on the care to the last minute. She made that up. She said that they would not be able to keep going if I stood on the Care program.  I told her that I didn't want to be stuck with this solar package because I was thinking of selling my house in the near future and she insisted In trying to keep me with solar. They need to train there salespersons to respect the customers decisions.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Vision Solar will replace the customer's one damaged panel. Vision Solar cannot cover the cost of lifting and replacing the system in order for the roof to be replaced, in the event the customer and homeowner's insurance decides to have this done.Vision Solar has passed all inspections and received Permission To Operate from the utility company, CPS, so the system is completed.  Thanks

To Whom It May Concern:The Customer located at [redacted] Salt Lake City, UT 84109 signed a contract for solar on October 11, 2015. The Customer is indicating they were under the impression the solar system would be installed before December 31, 2015 due to undocumented...

comments from their Energy Advisor.Vision Solar does not guarantee any dates of installation due to the multiple aspects that are out of Vision Solar’s control, including the local jurisdiction’s permitting process and local utility company’s approval process. After the contract was signed, Vision Solar began their process towards obtaining Permission To Operate from the utility company in order to have a completed system. The process began with contract validation and after its approval Vision Solar was able to proceed with a site survey of the home to provide Vision Solar specific information on how to design the system. The site survey information allowed Vision Solar’s design team to create a design that best suited the customer’s solar needs. After the design was completed, the Customer communicated to Vision Solar that they had a desire to change the layout of the system for aesthetic purposes, delaying the design process. The design was then recreated to accommodate the customer’s desires and still allow for sufficient production of the solar panels. After the Customer’s design was complete, an application was submitted to the utility company in order to receive their approval for interconnection of the solar system to the utility grid. A building permit application was also completed and turned in with the design to the local associated jurisdiction on November 11, 2015.The utility company issued approval to proceed with installation on Nov. 23rd, 2015. As of December 18th, 2015 the building permit application has not been approved by the local jurisdiction. Vision Solar’s permitting technician has regularly checked the status of the permit for approval. A call was also submitted to check on the status of the permit. Vision Solar was notified by the jurisdiction that the Customer’s application is under plan review and currently pending. At the moment, the ability to install solar is out of Vision Solar’s control until the jurisdiction’s permit is approved. The Customer’s ability to receive the Federal Incentive Tax Credit is not definitively eliminated if the solar system is not installed. The timing of the Customer receiving the Incentive Tax Credit may be affected, but the Customer’s tax consultant is the only one capable of determining when and how the Customer exactly receives the Incentive Tax Credit. The Energy Advisor associated with the account is no longer currently with Vision Solar, therefore in addition to no documented information about a guaranteed installation being completed before December 31st, 2015, no verbal communication could be retrieved either. Vision Solar is still actively trying to receive an approved permit and install the solar system before the end of the year. The Customer has expressed a possible desire to cancel, pending the outcome of the date of installation. In the event the customer decides to cancel their contract, Vision Solar will abide by all contracts and cancellation policies to settle the matter.

To Whom It May Concern,The Clients solar contract was signed on 5/6/2016. A survey was conducted on of his roof and attic and a Solar CAD Design was created on 5/27/2016. We submitted for approval with the city on 5/27/2016 and received an issued permit on 6/17/2016. We submitted his Design for...

approval to CPS on 5/31. At this time if a variance letter is required CPS will not approve it for install until it is turned in. A variance letter is generally required when the meter is located on a pole and not on the actual home. They did not reject the submittal and approved our application and Design on 6/8/2016. The client was installed on 6/23/2016, 48 days after the contract was signed, which is right on track with the estimated timeline we provide out clients of around 100 days. The inspection with the associated jurisdiction, in this case, San Antonio, was scheduled for 7/14/2016 and passed inspection on that day. We immediately scheduled him for his commissioning inspection with CPS which was scheduled for 7/21/2016. If it had passed we would have had the system turned on within 76 days of the contract signing which is below the 100 days on average it takes to move a client and system through the solar process. CPS usually gives us the date of inspections a few days in advance so we have time to schedule it and make sure Vision can provide a representative to be on site. For this particular inspection, they told us the day on 7/21/2016 10:10 AM. The inspection was scheduled 7/21/2016 at 2:00 PM, which gave us less than 4 hours to schedule it.  We were not able to get a representative on location and for that reason failed the first inspection. On 7/28/2016 We submitted for a new commissioning date and on 8/1/2016 they gave us a new date and the commissioning inspection did take place on 8/2/2016. The inspection did fail because the system did not generate on site as well as the PV box was not where it was on the drawings. Since they did not match we needed to submit an as-built to CPS. The as-built was submitted to CPS and approved on 8/17/2016. We requested a new date for the commissioning test on 8/19/2016 and they provided us with the date of 8/22/2016 on 8/19/2016. It failed because a variance letter was not submitted and so at this time we submitted the variance letter and an as-built on 8/23/2016. On 9/2/2016 the variance letter was disapproved and we made the necessary corrections and on 9/12/2016 the variance letter was resubmitted.In regards to the roof, we did install an array of panels and then at a later date relocated those panels and merged them with another array. This did leave holes in his metal roof. We immediately started reaching out to roof repair contractors as we do not have someone on staff with the skill set to repair his roof. There was an immense influx of work for the roofing companies due to the countless hail damaged roofs from the recent weather, all companies we reached out to were flaky and did not show up to scheduled appointments for quotes. We did finally get Tim's Roofing Company to give us a quote and we accepted. As the customer stated "I had been told many times that my roofer was coming to fix the roof but he did not come, I was then told he was trying to get ahold of me and I should call him. Tim from Tims roofing and was provided the number when I called I was told he meant to come the previous week when he had said he would but he was busy and would let me know when he could get around to it. ". Tim's Roofing Company was not following through on the signed agreement we had with them. Because of this we will be taking steps to get more quotes from other companies in the hopes we can repair his roof quickly as well as actively following up with Tim's Roofing Company to get his roof repaired and as good as new. We are still actively communicating with CPS and attempting to push the Clients account through to completion. We will do everything in our power to gain the needed approvals from CPS and to make things right with the Client. We will contact him immediately and come to a solution to right the wrongs in communication. Thanks.To Whom It May Concern,The Clients solar contract was signed on 5/6/2016. A survey was conducted on of his roof and attic and a Solar CAD Design was created on 5/27/2016. We submitted for approval with the city on 5/27/2016 and received an issued permit on 6/17/2016. We submitted his Design for approval to CPS on 5/31. At this time if a variance letter is required CPS will not approve it for install until it is turned in. A variance letter is generally required when the meter is located on a pole and not on the actual home. They did not reject the submittal and approved our application and Design on 6/8/2016. The client was installed on 6/23/2016, 48 days after the contract was signed, which is right on track with the estimated timeline we provide out clients of around 100 days. The inspection with the associated jurisdiction, in this case, San Antonio, was scheduled for 7/14/2016 and passed inspection on that day. We immediately scheduled him for his commissioning inspection with CPS which was scheduled for 7/21/2016. If it had passed we would have had the system turned on within 76 days of the contract signing which is below the 100 days on average it takes to move a client and system through the solar process. CPS usually gives us the date of inspections a few days in advance so we have time to schedule it and make sure Vision can provide a representative to be on site. For this particular inspection, they told us the day on 7/21/2016 10:10 AM. The inspection was scheduled 7/21/2016 at 2:00 PM, which gave us less than 4 hours to schedule it.  We were not able to get a representative on location and for that reason failed the first inspection. On 7/28/2016 We submitted for a new commissioning date and on 8/1/2016 they gave us a new date and the commissioning inspection did take place on 8/2/2016. The inspection did fail because the system did not generate on site as well as the PV box was not where it was on the drawings. Since they did not match we needed to submit an as-built to CPS. The as-built was submitted to CPS and approved on 8/17/2016. We requested a new date for the commissioning test on 8/19/2016 and they provided us with the date of 8/22/2016 on 8/19/2016. It failed because a variance letter was not submitted and so at this time we submitted the variance letter and an as-built on 8/23/2016. On 9/2/2016 the variance letter was disapproved and we made the necessary corrections and on 9/12/2016 the variance letter was resubmitted.In regards to the roof, we did install an array of panels and then at a later date relocated those panels and merged them with another array. This did leave holes in his metal roof. We immediately started reaching out to roof repair contractors as we do not have someone on staff with the skill set to repair his roof. There was an immense influx of work for the roofing companies due to the countless hail damaged roofs from the recent weather, all companies we reached out to were flaky and did not show up to scheduled appointments for quotes. We did finally get Tim's Roofing Company to give us a quote and we accepted. As the customer stated "I had been told many times that my roofer was coming to fix the roof but he did not come, I was then told he was trying to get ahold of me and I should call him. Tim from Tims roofing and was provided the number when I called I was told he meant to come the previous week when he had said he would but he was busy and would let me know when he could get around to it. ". Tim's Roofing Company was not following through on the signed agreement we had with them. Becuase of this we will be taking steps to get more quotes from other companies in the hopes we can repair his roof quickly as well as actively following up with Tim's Roofing Company to get his roof repaired and as good as new. We are still actively communicating with CPS and attempting to push the Clients account through to completion. We will do everything in our power to gain the needed approvals from CPS and to make things right with the Client. We will contact him immediately and come to a solution to right the wrongs in communication. Thanks.

To Whom It May Concern,Sales Representative (Michelle) explained paperwork and process to customer, including the qualifications for savings and requirements for CARE. Customer expressed he was very interested but worried about his CARE program, and wanted to wait to end the program until...

installation date was closer. When customer expressed concern Vision Solar and its associated representatives reviewed the paperwork and proposals to validate the savings of Solar with the customer. In other aspects regarding his installation and account the customer continued to progress, including the validation of his Solar System design. Customer was also made aware of the permits filed with the city. The customer signed their Power Purchase Agreement as well as an Installation Agreement on February 21, 2016. Both documents state the process of cancellation, including that they "may cancel this transaction, without any penalty or obligation, within three business days from the above date" and that if not cancelled within said window "Contractor will file necessary permitting with associated jurisdictions prior to starting installation. If Owner cancels contract prior to installation, Owner will pay Contractor $1000 for all fees associated with permitting, processing, and any labor up to that point".Vision Solar as well as representative Michelle have been in frequent contact with the customer to update on progress of his account, as well as to explain the documents signed. Customer signed all documents as well as validated progressive steps toward his installation. Vision Solar has made it a priority to explain all processes and steps with Mr. [redacted] since his first contact with the company. "If Mr. [redacted] can make a call to Kyle S[redacted] at Vision Solar, a discussion can take place to try and resolve the cancelation process to the extent that Vision Solar and Mr. [redacted] are both satisfied. Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Although the solar system on my house is not in operation, Vision Solar has made every effort to clarify the issues with me and to expedite service.  Unfortunately, the bureaucracy of the power company has made them contend with petty issues such as "logs" which are better described as a few sticks, and "uneven standing surface" which is pure exaggeration.  Clearly, Nevada Power is unnecessarily delaying the completion of this project.  It is fair to say that my complaint is directed at the wrong company.  I am satisfied that Vision Solar will continue with their communications and efforts to complete installation and provide solar energy service to my home.
Sincerely,
[redacted]

To whom it may concern,We can identify two particular issues identified in the customer's complaint.1) The customer is concerned their solar system is not currently running. 2) The customer was under the impression the solar system was eligible for purchase immediately.In regard to the first...

issue, after the installation of the solar panels takes place we must receive the approval of an inspection from the local municipality. After this we submit the city inspection documentation to the local utility company. The local utility company receives the application and municipal inspection card, it then processes that paperwork and any incentive applications and requests additional signatures from the owner of the system and host party. It will then conduct a program incentive inspection in addition to another technical inspection. After the inspections are approved, we receive Permission To Operate from the utility company and can then turn the system on. We received Permission To Operate on 11/9/2015. The solar system was then turned on and is now currently operating and functioning.Regarding the second issue, according to Sunnova's instructions, the customer has the ability to prepay the balance of the system, but will not become the actual owner until after five years have passed. Our records indicate that the prepayment of the balance of the system was explained to the customer by the energy advisor. The customer has signed a Power Purchase Agreement indicating the terms of the contract including the circumstances underlying prepayment and ownership of the system. The contract states:9. Purchasing the System Prior to the End of the Term. In addition to purchasing the System at the end of the Term (see Schedule A), you have the option to purchase the System prior to the end of the Term. To exercise this option you must be in good standing under this Power Purchase Agreement and you need to give us at least one (1) month’s, but not more than three (3) months’ prior written notice. You can purchase this System: (i) on the five (5) year anniversary of the beginning of the Term and every annual anniversary after the five (5) year anniversary; and (ii) at any time after the five (5) year anniversary of the beginning of the Term, when you sell your Home; and (iii) if Sunnova ever ceases its operations. In each of (i), (ii) and (iii) above, the price you will pay for the System will be the greater of the System’s fair market value (“FMV”) and the amount shown on Schedule A. The interests of any financing party shall not be taken into account when determining the FMV; a third party independent appraiser will be retained to compute the System’s FMV. Sunnova’s maintenance and repair obligations will end when you purchase the System unless you enter into a new maintenance and repair agreement with Sunnova, provided that you will have no less than a ten (10) year warranty on the System beginning on the Interconnection Date that guarantees that the System will be free from defects in workmanship or defects in, or breakdown of, materials or components.Thanks

To Whom It May Concern:Mr. [redacted]. became a Vision Solar customer when he signed a legally binding agreement on June 7th, 2016. Vision Solar’s cancellation policy is clearly outlined within this agreement in full detail. Mr. [redacted] was given 3 days to cancel without penalty to him. Mr....

[redacted] requested to cancel his account with Vision Solar nearly 2 months later, on August 31st, 2016. The notated reason for wanting to cancel was that his credit wasn’t good enough to go solar. However, Mr. [redacted]’s energy adviser was terminated a week prior and we were notified by his utility company that he is switching to another company. Mr. [redacted] was contacted that same day to discuss his cancellation request. When asked what his reason for cancelling was, he responded by saying that his credit wasn’t approved, so we could not continue. It was explained to him that he has been approved, that’s why his account was ready for install. I also let him know that CPS (City Public Service), notified us that he was going through a new solar company. We were informed of this when our utility application was cancelled so that the other companies application could be processed. After all this was explained in detail, Mr. [redacted] was informed that there would be a cancellation if he did indeed wish to cancel. The cancellation policy outlined on the Installation Agreement was read to him verbatim. Attempts to provide him with a cheaper system and additional incentives were made, so as not to have to charge him a cancellation fee and to retain him as a customer. He informed us that he was not interested in continuing with Vision Solar. He was then told that he would need to pay a cancellation fee. He got very impatient and attempted to end the call. He was notified that, per the cancellation policy, an invoice would be sent to him and that he had 30 days to pay it or it would need to be sent to collections. He told us, “That was all.”, and proceeded to hang up the phone.We were contacted by our partner company, notifying Vision Solar that Mr. [redacted] called in to cancel his loan through them. We received the following message from our partner company in regards to their communication with the customer:“Yesterday evening [redacted]'s husband called in to cancel their loan. The homeowner stated that he tried to cancel with Vision already and was told he needs to pay a $1200 cancellation fee. In looking into this matter further on our side, we realized that the customer's loan was updated to add [redacted]'s husband after Work Order, resent to the homeowner, and thereafter never signed. The original loan was cancelled. This means that there is no signed loan agreement for this customer. This, frankly, was a mistake on our end and never should have happened--but the net result is that the customer wants to cancel and does not have a signed loan agreement with Dividend. You may still be able to enforce your signed Customer Installation Agreement with the customer, however.”The customer's loan agreement was cancelled due to a discrepancy in the information in the loan agreement. The signed contract between the customer and Vision Solar, however, remained in tact, due to the fact that all the information was still kosher. Mr. [redacted] called Vision Solar back on September 1st. He felt he didn’t deserve to pay a cancellation fee. He informed Vision Solar that he was told by his Energy Adviser that his account was cancelled on August 7th. However, Vision Solar called Mr. [redacted] on August 25th to notify him that his account was about ready for install, which he confirmed and was completely okay with. Vision Solar let Mr. [redacted] know that we would not be waiving his cancellation fee. Mr. [redacted] got very angry at this point and started to swear and use several thinking errors (placing blame, justifying, minimizing, wishful thinking, exaggerating, and many others). He hung up. Much patience has been practiced in our dealings with Mr. [redacted]. Attempts to work out a more reasonable solution with Mr. [redacted] and Vision Solar were made. However, these attempts were made in vain as it became clear that Mr. [redacted] didn’t want to compromise, he just wanted his account to be cancelled with no penalty to himself. If Mr. [redacted] would be willing to work out a compromise we would be more than happy to negotiate the cancellation fee.

Complaint: [redacted]
I am rejecting this response because:Does not meet the error of a fraudulent assessment of the landscape, solar production, and the lack of customer support since this issue has carried on since notified last October 2016.Does not resolve the drop of over 20% loss of production as projected and promised in the contracts.Company is already paid by the third party so they feel they have no responsibility for their mistakes.  A judge will have to decide.Bottom line, the error of ION Solar and Vision Solar LLC. is not fixed nor does ION/Vision Solar LLC. take accountability for the severe lack of service after signing the contract. Panels are not producing and were placed on a roof that clearly needed replacing.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My attorney [redacted] with Weeks and Irvine is in contact with them without result. You should have notation of this in your file for your reference as your response to my initial complaint sounds like I have not been in touch at all, and I have, through email and by phone with Clifton Lewis in collections at Solar Mosaic. Since that time and as of a few weeks ago, my attorney has been communicating on my behalf. Please update your file immediately and let's work together for resolution. They need to come to a settlement ASAP as I am at risk of losing my home due to your non disclosure of a lien on my home. Please do not take this lightly. Time is of the essence.
Sincerely,
[redacted]

Customer has been canceled.