Vivint Solar

Vivint Solar spoke with the customer on 10/11/and provided a resolution for their billing concernsA credit was applied to their billing account to reflect the actual production that the customer's system produced

Vivint Solar has spoken with the customer, and we are in the process of working on a resolution.

Vivint Solar is currently in communication with the customer regarding the complaintWe are currently pending copies of the utility bills to perform a system analysis. Vivint Solar will continue to reach out to the customer regarding the complaint.

Vivint Solar spoke with the customer on 5/10/We addressed the concerns with her credit being ran and came to a resolutionThe customer is aware we are sending a dispute letter to the credit bureau and she will need to follow up with them in about days

Vivint Solar reached out to the customer to discuss their complaint, we are currently in communication with the customerWe are working towards a swift resolution

Vivint Solar has attempted to contact the customer, but has only been able to leave a voicemailAn email has also been sent to the customer requesting contact with Vivint SolarPer the terms and conditions of the Power Purchase Agreement, the customer is responsible to pay for the production that
comes from the solar voltaic systemVivint Solar has requested copies of the customer's monthly SCE utility bills, in order to perform an analysis of the customers current usageVivint Solar will continue to reach out to the customer until their concerns are resolved.

Complaint: ***
I am rejecting this response because: Okay, I have from the beginning to work this out and it took vivint over months to get back with a buy out agreement and at that time have exhausted all options to come to an agreement, and for another months following was illegally withdrawing funds from my account which I had my bank do an investigation and found out it was true and is working to get those funds, I ask you isn't that fraud? Then last month one of their customer rep gets a hold of me and tells me that the new owner wants the solar removed and it has been taking off and out into storage which he could notndisclose at the time? Then he also said that I went into default and will keep taking money out of my account until case is close? An illegal transaction that my bank has proof that it happen.Now vivint is saying that ir is still on the roof and wants to negotiate? Would you would work with a company who has been dishonest, committed illegal actions and is not being up front with all of their terms? No one would work with a company who is so deceiving and disloyal to their customers! I mean to say I am in default and will be sent to a collection agency to you still have a chance on a buyout really has me confused and very much not want trust a company who can't even have their facts correct in their own corporate officeThe really frustrating and disappointing thing is the withdrawal of my funds without any authorization which I have my bank once again looking into it! Thanks
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Complaint: ***
I am rejecting this response because: I once again phoned this company on Monday following my last response to no avail. I finally spoke with another representative. I informed him that last Summer my electric company was charging me per kwh while they were charging me per kwh. They didn't seem to want to touch on that subject because since then the cost per kwh for my electric is now per kwh while they are charging me per kwh. I was told that I would save 30% on my electricity. Since I have had Vivint Solar, I have paid for more power than ever. I have gone over every single bill since and since I have had these panels put on my home I am paying more than ever. When you electric company is charging you for the month and your solar company is charging you for the month, there is a problem. I insisted that they send someone out to look at my system because something is wrong or I have been severely misrepresented by the company. Either way, these panels are costing us more money than ever and we cannot afford to keep them if this persists. Vivint did not get back to me until Friday at 4:p.m. to schedule a technician to come out to look at the system. I told the representative that I will not accept anything less than the savings that they have promised us. We are waiting to see if Vivint is going to credit us for the outrageous charges we have paid them thus far and also to see what the technician has to say regarding the system. Again, either way, if we do not start to see a savings we cannot afford to keep these panels on our home.
Sincerely,
*** ***

Vivint Solar has determined that the Solar Purchase Agreement has not been signed by the customerThe incentives set forth by the customer's Sales Representative are available only after the solar panels have been installedA copy of the Solar Purchase Agreement has been sent to the customer via
email multiple times, requesting it be signed in order to move forward with the install

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: It is now December 5th and Vivint finally sent an inspector to my home to survey the damageThe inspector ask me why did I wait so long to have them come? Funny I was wondering the same thingWhy did Vivint wait so long to send out an investigator? I am currently waiting to hear from Vivint after they review the inspectors report
Sincerely,
*** ***

Vivint Solar contacted the customer on 2/19/to discuss the complaintVivint Solar spoke with the customer and asked for copies of her utility bills to perform a benefit analysisThe customer was also notified Vivint Solar would look into the referral bonusVivint Solar will continue to contact
the customer regarding their complaint to discuss a resolution within the terms of the agreement

Vivint Solar has contact the property owner, and verified which contact information needed to be removed from the accountWe have removed the complainants information from the Vivint Solar accountWe sincerely apologize for any frustration we may have caused

Vivint Solar has contacted the customer on 6/16/Vivint Solar provided to the customer the following information. On 2/17/Vivint Solar installed a WiFi stick as the system was in communication failure due to the fact the strength of the customer's internet was insufficient to maintain
communication with our monitoring deviceThe Power Purchase Agreement the customer assumed responsibility of through Transfer Agreement signed and in effect 3/25/2016, states "You must proved the System with continuous access to a working broadband internet connectionIf you fail to maintain broadband internet or electrical connection for a period of time, We may charge You the Shutdown Payment" which is the estimated billing the customer received during this time due to their internet connection causing the communication failureAdditionally their Power Purchase Agreement states "You will promptly notify Us if You notice that something is interfering with the operation of the System" and there is no verbiage in the contract stating Vivint Solar is under any obligation to alert the customer if the System is not communicating, but that it is the customer's responsibility to maintain internet, monitor, and alert us should there be a an interferenceHowever, despite that Vivint Solar reached out to the customer in February of via email stating we had noticed the communication error and scheduled the appointment to install the WiFi stick when the issue was diagnosedThe Power Purchase Agreement also states "WE DO NOT WARRANT OR GUARANTEE THE AMOUNT OF ENERGY PRODUCED BY THE SYSTEM FOR ANY PERIOD" While the system has produced 4,kWh since the customer took responsibility of the system, Vivint Solar has credited the customer's account for all billing incurredThe customer has been instructed on how to receive the credit directly to them as an ACH transferVivint Solar will not be cancelling the contract as we have remained with in the terms of the agreement.

We are continuing to work with the customer, and moving towards a resolution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat satisfactory to meI would like to add that when I spoke with their resolution staff, they advised me I would not have to pay for them to come out and resolve the issue created by the previous home owner (I was told at initial scheduling I would have to incur the fee; this was agreed upon)I would also have not been given a bill to show my estimates for monthly paymentsI am OK with continuing to resolve the issue at hand, though felt this response was generic
Sincerely,
*** ***

Vivint Solar has reached out to the customer to discuss their concerns and a specialist has been assigned to work with them directly through this processThe Specialist and the customer have spoken and have a plan of action set to come to a resolution within the terms and conditions of the
agreement

Vivint Solar has explained the incentive process promised to the customerThe customer feels that his design should include a larger systemVivint Solar has offered to look into a redesign of the system to meet the customer's requestAt this time the customer does not wish to proceed further with Vivint Solar

Vivint Solar has attempted to contact the customer againvia telephone and via email on 3/9/with no responseVivint Solar will continue to contact the customer regarding their complaint to discuss a resolution within the terms of the agreement

Vivint Solar installed a solar panel system on the home after an onsite inspection and survey was completed involving sun-eyes, measurements, photos, and a physical inspection of the roof and rafters themselves The system was designed and approved by a CAD technician and then passed a final review Finally, the actual installers performed a pre-installation walkthrough on the roof All these inspections and reviews were not only done to provide the most accurate and personalized solar panel system, but to make sure that the system could be safely installed and not cause any damage to the home or any leaks in the roof The solar system has been on this customer's roof for some time and no leaks have been reported If a customer desires to re-roof their home and the system has to be temporarily removed, this can be done by Vivint Solar for a small fee which is well below the actual cost to remove, store, and reinstall the solar panel system Vivint Solar will continue to work with the customer to provide the best possible service in removing and reinstalling the solar panel system