Vivint Solar

Thank you for your response.  Vivint Solar is working to get both property's Solar Systems up and running. The property located at [redacted] is scheduled for a Final Inspection today, 06/17/16. Your Customer Success Manager has followed up with you regarding [redacted], and will continue to update you on the current status, and what the next step is for both accounts.  We will continue to monitor and assist where we able to ensure your systems are operational and receive the proper permissions to operate.

Vivint Solar presented an offer for resolution to the customer and are currently awaiting a response.

Complaint: [redacted]
I am rejecting this response because:
I am writing to ask you please reopen the Complaint ID referenced above the company and myself had a mutual agreement that the company would install the critter guards with no cost to me. The company Vivian Solar sent me a check for the cost $396.00 which I placed into my personal account. I made the appointment with the installer and the installer came to add the guards to 14 solar panels. The company withdrew from my account the entire $396.00 for the install but the install was not completed this has been over 3 weeks. The installer added the guards to 4 of the 14 panels and when asked why the job was not completed the answer was there was a squirrel under the panels and the installer did not feel safe. I am now dealing with Joshua Turner at Vivint Solar and I e-mail him every week for the past 3 weeks and my response is always upper management has not gotten back to him yet . He also stated that upper management meets weekly to discuss such issues so I am not sure why I have to wait 3 weeks and counting. I would like Vivint Solar to complete the job as I currently have a family of squirrels damaging my home. I also would like to add I already paid $500 to remove one family of squirrels from my home the company I used was All About Bats and Wildlife but Vivint Solar took so long to agree to pay for the panels the squirrels returned before the guards were installed I do not feel I should have to pay again for the removal of the squirrelsSincerely,
[redacted]

Vivint Solar is continuing diligent efforts to find the best possible solution to this customer's concerns. Although the issues are not yet full resolved, we expect a solution to be found shortly.

Vivint Solar has contacted the customer on 7/6/2017 leaving direct contact information to be reached for assistance to resolution. Vivint Solar is currently awaiting necessary part to be replaced to arrive from manufacturer.

Complaint: [redacted]
I am rejecting this response because: Not surprisingly, I received no phone call or other contact from Vivint on 4/5/16, as promised in their last response. There is also an update to the complaint. I have had yet another billing concern with them, just last week. I checked my balance online on Tues 3/29/16, which showed a $0.00 balance due. I then later in the day received an email stating my acct was past due. I checked online again, and it still showed a $0.00 balance due. I called Vivint billing, and they said that past due balances don't show up in the "balance due" amount. When I asked how I would then know if I had a past due balance, they said I would have to select the "make payment now" function on their website to see the past due amount. I asked how this makes any sense, as why would anyone make a payment when the balance due is listed as $0.00? They stated this is how their website works.
I was then told the balance due was approx. $5 after my March bill was credited the $2.06 from the fraudulent February bill. This came as a surprise to me as just a week earlier my account balance (of just over $7) did not reflect that credit AND I had been told previously the $2.06 would be refunded to me as a check, not an acct credit. I then asked why Vivint didn't just auto-pay the balance with the bank acct they had on file. They said they disabled this on my acct per my request. When I stated that a billing supervisor told me in February that auto-pay from my bank acct could NOT be disabled as it was in my contract with Vivint, my wife and I proceeded to go to our bank to begin the process of opening a new bank acct and begin moving direct deposits and such to this new acct in order to close out the one Vivint billing had on file. I made it clear to this supervisor that this was my intention since Vivint couldn't cancel the monthly auto-pay. Why did she not tell me that she WAS going to disable it?!? This would have saved my wife and I MUCH aggravation in opening/closing bank accts. I then told a billing manager on that date (3/29) that I wanted my acct terminated and all equipment removed from my house. He said he had no authority to do so, but would have someone contact me about my request (demand). As of 4/1/16 (72 hours later) I had no contact from them, so I sent an email to [redacted]@vivintsolar.com to inform them that as I had received no contact in 72 hours to my request to speak to a supervisor, and no direct contact in over a month regarding this Revdex.com complaint (only promised to contact me for a resolution), that I would make no payments to Vivint for any services or goods rendered, and that the only resolution I will accept is complete termination of the contract and removal of all Vivint Solar equipment from my home.
I then received this update to the Revdex.com complain on 4/5/16 promising a contact on the same date. It is now 4/6/16 and still no contact.
I remain firm on my only resolution being complete termination of this contract and removal of all Vivint Solar equipment from my home. I have dealt with your company for approx. 9 months, and every step along the way has been mishandled and outright bungled by your company, from install onwards (as outlined in my original Revdex.com complaint). There have been 2 billing cycles with your company so far: one lead to an outright fraudulent charge, and the second to an acct past due notice that doesn't appear on your website. I have ZERO intentions of dealing with this aggravation on a monthly basis for the next 20 years. I expect Vivint to do the honorable and just action and accept my request (demand) for termination of contract and removal of all equipment from my home.
I sincerely hope you will ACTUALLY contact me this time, as opposed to yet another promise to do so with no action.
Sincerely,
[redacted]

Vivint Solar has spoken with the customer regarding their Damage Claim. The customer has requested that Vivint Solar provide them with a copy of the approved scope of work, so they may review it. Vivint Solar has forwarded the customer the information they have requested. We will continue to work with the customer regarding the Damage claim, and are prepared to have the approved contractor revisit the home for another assessment if necessary.

Take...

the inquiry off my credit report. I had know idea you could run a credit report per a phone number. I will send you my link to u tube telling the public about my dealings with your company. Plus they should read the Revdex.com complaints about your company before doing any business with your company. let me know were to send the link to.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The salesman from Vivint, showed the customer a laminated sheet that had Vivint Solar and the local utility providers information on it which he used to sell the customer the solar system. The information on this sheet said that vivint had worked with local utility provider and the customer regardless of which plan or on-peak and off-peak hours, that they (vivint) would notify the utility company of the installation and that as part of this process vivint solar would notify the utility company that they needed to credit the customers account for the off-peak hours when the customer and his family are inside the residence. This has not occurred and in the eyes of the customer is a very deceptive sales tactic, as well as the fact that the salesperson and the salesperson's manager have not commented or returned calls from the customer. The customer has since found out the salesperson has left the company. Customer is requesting that vivint solar follow through with the utility company to ensure that the customers solar production credits are being credited to customers account for both on-peak and off-peak hours, as was promised by the Vivint solar salesperson. 
Sincerely,
[redacted]

Vivint Solar has reached out to the customer to come to a resolution regarding the account. The customer has decided to move forward with a different avenue to come to a resolution. Our Vivint Solar Representatives will be working on the account to come to a resolution within the terms of the contract.

As of 8/20/2015 the customer has been given permission to operate and now has an operable system.

Vivint Solar has spoken with the customer about their concern. We explained that we do not have a lien on the property, but that it is a common misunderstanding. We have contacted the customers bank, as per the customers request. We requested a copy of the filing that the bank were referring to....

Vivint Solar submitted a release of the filing, and a copy of that release was sent to the customer on 10/21/2016. A copy of the same release was sent to the customers bank, as requested on 10/25/2016.

Vivint Solar contacted the customer, and have provided direct contact information for the Specialist that will be handling their account. Vivint Solar has a scheduled follow up with the customer on 02/09/2018.

Vivint Solar has scheduled an additional appointment on 7/31 to address the system issue and will follow up with the customer after the appointment to ensure the system is operational.

Vivint Solar does not have any presence in Illinois and this individual does not have an account with Vivint Solar. If the customer has a complaint about their security service with Vivint Inc. then this should be addressed through their Revdex.com site, as Vivint Solar and Vivint Inc. are two separate...

companies.

We were able to schedule a Saturday appointment for 9/23 to accommodate to the customer's schedule. All system issues were resolved at that time and we have submitted their accounts to be reviewed to check for potential over billing that may have taken place. The assigned specialist has been in contact with the customer and provided this update, and they will follow up with the customer no later than 10/3 with the results of the review. We will continue to monitor their system's performance and reach out to the customer when issues arise.

Vivint Solar reached out to the customer to discuss their complaint via telephone on 5/25/17, a voicemail was left requesting a callback. Additionally, we emailed the customer on 5/25/17. Vivint Solar will continue to reach out to the customer regarding the complaint.

Vivint Solar has been able to make repairs to the customers home. There are some remaining repairs that are being addressed. Vivint Solar and the customer are working with another 3rd party contractor to complete the remaining repairs.

A Representative from the Executive Resolutions team has attempted contact with the customer to address their concerns. Vivint Solar will continue to work with the customer until their concerns have been resolved. We will make another attempt on 10/2 to communicate with the customer.

Vivint Solar always takes great care in inspecting, measuring, and designing a system specifically suited to the roof and the customer.  A surveyor measures and takes photos of the roof and rafters from many angles, from every corner, and peak of the roof.  These photos are reviewed by our designers and technicians.  The installation crew also performs a walk-through before installing the solar panel system to set up the installation and double check the roof integrity.  Any of these people can determine that the roof will be damaged by the installation of the system and stop the installation from proceeding.  In this case, it was determined that the system could be installed on this roof without causing any leaks or damage to the roof.  The customer has not reported any damage or leaks resulting from the installation of the solar panel system.  If the roof ever needs to be re-roofed, the customer may pay a small fee of $499 which includes the temporary removal, storage, and re-installation of the solar panel system.  Vivint Solar has continued to work with the customer in this process and in transferring the system to a buyer of the home.