Vivint Solar

Vivint Solar contacted the customer via phone and email on 4/in regard to their complaintPer the signed Power Purchase Agreement dated (6/18/2016) "Section Price and Payment (iv) Limits on Obligation to DeliverWe are not a utility or public service company and do not assume any obligations of a utility or public service company to supply Your energy requirementsWe are not subject to rate review or other utility or public service company regulation by governmental authoritiesDuring the Term, You understand that You may require more electricity than the System may generateIf You need any such additional energy, then You shall be solely responsible to obtain such energy from the Utility at Your costOTHER THAN AS EXPLICITLY SET FORTH ON EXHIBIT B, WE DO NOT WARRANT OR GUARANTEE (i) THE AMOUNT OF ENERGY PRODUCED BY THE SYSTEM FOR ANY PERIOD, (ii) ANY COST SAVINGS, OR (iii) THE EXISTENCE OF OR PRICING ASSOCIATED WITH ANY NET METERING PROGRAM, OR UTILITY OR GOVERNMENT INCENTIVE PROGRAMUTILITY RATES AND UTILITY RATE STRUCTURES ARE SUBJECT TO CHANGETHESE CHANGES CANNOT BE ACCURATELY PREDICTEDPROJECTED SAVINGS FROM YOUR SYSTEM ARE THEREFORE SUBJECT TO CHANGE." Vivint Solar has offered to do a benefit analysis for the customer, and requested the necessary copies of their utility bills in order to complete the analysis

Complaint: [redacted] I am rejecting this response because: I have received a partial refund of the amounts withdrawn from my account? However, after the company told me over the phone that they were stopping a payment from being pulled from my account for January so they can locate the problem, I received an email from them today about a past due amount? In January, a payment of $was withdrawn from my checking account and applied to the same unknown account that the prior double payments were applied to? My billed amount for January was supposed to be $? As far as I am concerned, I have over paid my account and should have nothing past due? This is not how a company should do business? This has caused nothing but stress and aggravation, on top of cause an extreme financial hardship on a family already on a tight budget with small children? I am appalled by this company's billing practices? I am truly upset that I have been made to feel that I am late on a payment? This email was a true insult.? Sincerely, [redacted]

Vivint Solar attempted to reach out to the customer regarding the complaintWe called the customer on 11/and left the customer a voicemailWe also emailed the customer to address their offset and Design concernsVivint Solar has submitted a check to compensate the customer for his November Mosaic loan payment

Vivint Solar spoke with the customer on 7/The Customer confirmed that our Customer Service department was able to help them with their online account center so they could access their invoiceVivint Solar is currently working with the customer to come to a resolution within the terms of our agreement.?

Vivint Solar has explained to the customer that the system was designed to offset their historical usage, not including the addition of their swimming pool.? As stated in the Power Purchase Agreement "You shall use the energy for residential purposes only and not for heating a swimming pool".? Vivint Solar did reimburse the customer for the billing mistake, and sent additional compensation to cover the increased rate the customer paid their utility company.? The system is working properly and generating the amount of power it was designed to generate.? The customer is requesting that Vivint Solar offset their increase in usage, since the swimming pool? was installed, which is not within the terms of our Power Purchase Agreement.?

Complaint: [redacted] I am rejecting this response because: this resolution is not acceptable to me I will be moving to pursue arbitration of this matter Sincerely, [redacted]

Vivint Solar has assigned a specialist to work directly with the customer, and they have attempted contact by phone and emailWe are currently awaiting a response from the customer in order to proceedAlso, we will conduct an investigation with the sales representative that visited the customer's home, and we will remain in constant contact with the customer until we come to a resolution.?

Complaint: [redacted] I am rejecting this response because: They sent the paperwork but I needed to take time off of work to file the paperwork with the county I lost wages, $filing fee and $parking They have an office in NJ and one of their representatives should have done this They filed it to begin with so they should have filed the release Without the county filing the paperwork is uselessI was told that once the system was up and running that it would back log and I would receive a credit for the months that the system was not working Again on 10/11/I was charged an estimate Where is my credit?? This company continues to fail in all areas Sincerely, [redacted]

Our Fleet Performance team has been working with the customer previous to this complaint and has since escalated the customer's information and communication to their leadership team An assessment of their system is being conducted thanks to the assistance from the customer in providing the requested information The resolution has still yet to be reached, but we will continue to work with the customer, improving our communication as well

Vivint Solar has been working diligently to achieve permission to operate with the local utility company First there must be some work to the home's existing electrical meter which must be performed by the providing utility company We are currently waiting to obtain more information from PNM Utility regarding the electrical upgrade There is no lien on the on the title of the home, Vivint Solar does appear on the current title so we can remain updated if the home exchanges ownership or is undergoing a refinance but again no lien is currently in place The damage tiles on the home can be handled immediately, we will alert the local office and work to get this issue addressed

Complaint: [redacted] I am rejecting this response because:My energy consumption has not gone upMy solar panels are not working properlyI'm not receiving any discount but I'm still being charged monthly by Vivint Not only am I a single mom being taken advantage of but what about all the elderly out there on the same low incomeWhy isn't anyone helping us!!!??? Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Yet again it's just a call from someone saying they are trying to get this scheduled but an appointment is never madeThe longer they wait to make the appointment, the more likely their men will have to be on the roof in bad weatherMy attorney says it's time to fire up social media and get this resolvedClearly they just string people along hoping they will accept their resolution and go away Sincerely, [redacted]

A member of our Customer Service department attempted to contact the customer on 04/25/A message was left for the customer asking to return our call, so we can troubleshoot the issue or schedule a Service appointment if neededVivint Solar will continue to try and contact the customer

The customer is responsible for any fees associated with their panel removal requestAs stated, a Customer requested shutdown during the first five (5) years of the Agreement will be done at Our sole discretion and at a cost mutually agreed on before We remove the systemAfter five years, a Customer requested shutdown will be done for $The customer is responsible for any fees associated with their removal as this is a Customer requestVivint Solar will continue to work with the customer until their panels have been removed, however the customer will be responsible to pay for the invoice prior to our removal of the system

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

Vivint Solar has reached out to the customer regarding the complaintWe have addressed the agreement and the years of the agreementWe are currently helping out the customer with a new concern, that has ariseWe have contacted him today to let him know that we will be reaching out to him on Monday 08/15/with an update on the new concern?

Vivint Solar is currently in communication with the customer regarding the complaintVivint Solar and the customer are working towards an agreement regarding the animal guards within the terms of the customer's current contract

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 However, we have asked for addition assessment for leaking into ceilings requiring repairs and repaint.? We have also asked for an estimate from Vivint's DC General contractors to do the entire roof so? shingles MATCH.? We (the [redacted] s) will? ? "consider" replacing the back roof if price is reasonable & fair? Vivint has also stated they would have an inspector present during the repairs/replacement process!!? That I a must for us Sincerely, [redacted]

Vivint Solar attempted to contact the customer to discuss their complaint via telephone on 5/24/The customer was unavailable and we were unable to leave a voicemailAdditionally, we emailed the customer on 5/24/Vivint Solar will continue to reach out to the customer regarding the complaint

The customer (***) did call in on 8/and requested that an appointment be scheduled for Saturday, as he could not make a weekday appointmentWe are currently booked with other appointments in the local office, and are working to fit the best time for the customerVivint 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 dateA representative in the Executive Resolutions team contacted the customer, but they were unavailable to speak at the timeAnother attempt will be made on 8/to discuss any concerns that the customer may have.?