Vivint Solar

The customer ([redacted]) did call in on 8/7 and requested that an appointment be scheduled for Saturday, as he could not make a weekday appointment. We are currently booked with other appointments in the local office, and are working to fit the best time for the customer. Vivint Solar has spoken with the local office and was able to schedule the appointment for September 19, they are still working to locate a sooner date. A representative in the Executive Resolutions team contacted the customer, but they were unavailable to speak at the time. Another attempt will be made on 8/22 to discuss any concerns that the customer may have.

Vivint Solar has made contact with our customer [redacted] and is working towards a resolution to resolve any issues their account may have.

Complaint: [redacted]
I am rejecting this response because: my system is now producing 1/8 of the power it did a year ago so obviously the previous bills were either wrong and I was way over charged or there is still an issue with the system that needs to be addressed. Have again tried contacting local Vivint solar reps with no response
Sincerely,
[redacted]

Vivint Solar determined at the Damage Assessment that the leak from the skylight is not the fault of Vivint Solar, but of the skylight flashing needing to be replaced due to corrosion. Vivint Solar has attached photos to this response for reference. As the damage is not the fault of Vivint Solar,...

the customer will be responsible for the panel removal fee, and any damage to the panels removed by parties other than Vivint Solar. The installation of the panels passed Final Inspection with an independent inspector from the city 12/10/2015 as it was installed correctly. Vivint Solar left a voicemail for the customer on 12/19/2017 to address their concerns.

Revdex.com:I have received a refund from Vivint Solar for the amount of $73.47. Thank you for all your help in expediting this claim.
I have reviewed...

the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Customer was assigned to an agent and the agent got the UCC termination sent out to the customer's lender on October 21st.

Vivint Solar does work with the Utility provider to submit applications and receive approval with the provider to operate the system. There is no communication made to the Utility company requesting that credits be applied to customer's accounts, this is an automatic process. When the system produces power, it is utilized in the home and any energy that is not used is delivered to the grid (utility). A credit should appear in the customer's account for the power that was sent to the grid. Vivint Solar is unable to communicate with the utility company, as they do not have permission to discuss billing and account details with anybody other than the homeowner. The customer should speak with their Utility provider to settle any credits that they may have with them.

Vivint Solar is currently working to contact the customer. We have submitted their request to those in authority to review and provide a solution, within the terms of the signed agreement on file, taking into consideration the customer's concerns.

Vivint Solar contacted the...

customer by email on 6/5/17 with a detailed analysis using the customer's solar production, their utility usage from the past year, and PG&E rates gathered from their website's current gas and electric rate schedules, preliminary statements, rules and forms. Vivint Solar presented to the customer despite over production, the customer saved $1,350.24 in utility charges over the past year. Vivint Solar is with in the terms of the agreement entered into on 1/12/2016.

Vivint Solar is working with the customer to provide a settlement for all damages caused by the Vivint Solar installation. We are in the process of completing a second assessment of the interior to the home for the extensive damage claimed by the customer. Vivint Solar will remain in communication with the customer until their concerns have been addressed.

Vivint Solar will be working with our customer to provide the best service we can provide.  We will be in contact with our customer as we work towards resolution and customer satisfaction.

We have reached out to the customer and have found a resolution to her issues. We will continue to work with the customer until the final details are executed.

Complaint: [redacted]
I am rejecting this response because:i called the representative back multiple times and left multiple messages to call me back and they have not returned my telephone calls! 
Sincerely,
[redacted]

Vivint Solar is currently in communication with the customer regarding the complaint. Vivint Solar is working with the customer to come to a satisfactory resolution, within the terms of the contract.

Complaint: [redacted]
I am rejecting this response because:
The solar system design was to include that last 3 months July, August and Sept 2016 of energy used. We were in the middle of putting the pool in when the salesman approached us and he recommended waiting to sign contract after the pool was done so that the 3 months of cleaning pump energy used could be included in calculation of the solar system..So we did. He also stated that more panels could be added if needed in the future. The installers left room to add panels, the district manager also confirmed that more panels can be added. We also discovered that [redacted] charges only 12 cents per kWh on the barn the second system in on it. But we are paying Vivint 17 cents per kWh. No savings at all! We were fully aware that the solar system would not be used to heat the pool/ jacuzzi. The pool can not be heated and PROPANE is used to heat the jacuzzi.The solar system does not heat the pool. The installation of the solar system was delayed to take into account the 3 months of energy use, running the cleaning pump. Not Heat. We understood that. The workout team supervisor admitted on the phone the system did not include the last 3 months of energy use in the calculation and offered a 20% payout for the next 5 years. They refused  to put offer in writing and explain why this was a fair offer considering we have the contract for 20 years not just 5. We do not accept there response is again untrue and unfair. 
Sincerely,
[redacted]

Vivint Solar has recently come to a resolution with the customer. The customer has agreed to work with Vivint Solar to move the account forward in order to obtain Permission to Operate (PTO). Vivint Solar has also agreed to work with the customers Agent in regard to the Transfer of the system to a new buyer. We have also agreed to not bill the account for a 90 day period upon notification of Permission to Operate (PTO) from the Utility company.

We have scheduled to have the system reinstalled on 02/27/2016, which has been confirmed with the customer.

A Customer Service Team Lead reached out to the consumer and rectified the issues regarding the referral bonus.

Vivint Solar visited the home on 10/5/2016, the system is now reporting and producing as designed.  If any billing discrepancies exist they will be corrected on the next invoice released. Please feel free to reach out to us anytime you need any further assistance at 877-404-4129.

Vivint Solar is researching the complaint and will contact the customer to discuss a satisfactory resolution.