Vivint Solar

Vivint Solar has spoken with the customer, and have scheduled a service appointmentVivint Solar has explained to the customer that they are billed for what the system produces, not what is usedThe customer used more power then the system produced, therefore, resulting in charges for power used from the utility companyVivint Solar requested a copy of the customer most recent utility bill, and have told the customer that we will look into compensationWe have a follow up scheduled with the customer on Monday

Vivint Solar has spoken with the CustomerWe are working with her towards a resolutionThe customer has been given direct contact information for the Representative assigned to her account.

Vivint Solar has been, and will continue to assist the customer with regard to the transfer of their Power Purchase AgreementVivint Solar has been in communication with the buyer of the property, in order to assist the customer with the transfer of the contractHowever, it is the customers
responsibility to ensure all paperwork has been completed, signed and returned to Vivint Solar.

Vivint Solar has reached out to the customer regarding their complaint and a voicemail was left for a callbackVivint Solar will continue to reach out to the customer regarding the complaint in order to come to a resolution within the terms and conditions Lease Agreement

The production analysis was completed and it has been determined that their system is producing as designed, and not over or under producingVivint Solar reached out to the customer by phone to request additional information and the customer's emailed response lacked the necessary data to move forwardWe have reached out to the customer by email requesting the needed materialWe are currently waiting on that to be able to now perform a savings analysis to accurately see how their consumption is affecting their billsOnce we receive that data we will complete the analysis, reach out to the customer and be able to better come to a resolution

This customer was contact on on 7/31/and was given permission to operate her systemThe system has been fully functioning and the customer's concern has been fully addressed.

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,
*** ***

Vivint Solar spoke with the customer on 12/05/regarding the complaintDuring the discussion Vivint Solar made an offer to the customer to resolve the complaintThe customer declined that offer and it was decided we would speak again the following dayVivint Solar attempted to contact the
customer again on 12/06/17, and a voicemail was leftVivint Solar will try and contact the customer again on 12/08/to further discuss a resolution

We are attempting to make contact with the customer using the information provided to the Revdex.com and on their account We will continue our attempts to make contact A case manager has been assigned at this time to work with the customer moving forward

Complaint:
I am
rejecting this response because:
Good afternoon,Vivint Solar indicated that they will credit my account for $166.62, but they have not done soThis should have occurred in May of this year.After a phone call with Vivint Solar today, they indicated that they have no record of giving us a credit for the above mentioned amount. They are telling us that me owe them currently $400.00.The representatives that were spoken to today are:JocelynBailey (supervisor)While speaking with Jocelyn, she provided poor consumer service and kept putting me on hold and questioning me as to why I wanted to speak with a supervisor.Once the supervisor came to the phone, I explained the situation to her regarding the credit to my account for $166.62. She proceeded to tell me that there is no record of them issuing us a credit from Vivint. She then placed me on hold while she reviewed the accountAfter returning to the phone, She (Bailey) told me that we owe Vivint $400.00.At this point, I am extremely upset as to why I am being treated in this manner. This company (Vivint) is the worst organization that I ever received customer service from.Your assistance in this matter will be greatly appreciated
Sincerely,
*** ***

The system has begun to produce power and should reliably function from here on Vivint Solar has received all necessary permissions from the local utility company and city to operate the system The release document for the home refinance has been sent to the mortgage company There should be no issues with the refinance of the home, please let us know if you continue to experience issues We are happy to assist however we can

Revdex.com:
I cannot gain access to my voicemail to listen to the message but will contact Vivint on 3-6-to follow up with them
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: this matter has not been dealt with yet, Vivint is still "investigating" the horrible service they provided I was told
by Vivint they put a $60,solar system on my roof, but the actual cost was around $31, Representative GREATLY exaggerated the amount to try to convince me I was getting a great deal IF the representative had looked at my account before returning my call, he would have seen the cost of my system and wouldn't have had reason to lie about it Rude and unprofessional.....HORRIBLE experience!!!!!!!! Supervisor reviewed the phone call and agreed that representative was wrong in his comments to me Why does the company need more time to research when the supervisor already listened to the call and agreed with me?!?!?
Sincerely,
*** ***

Vivint Solar will be waiving the past due amount of $ A credit has been applied and should apply within a reasonable time frame We apologize about the inconvenience this may have caused for you and your family Please feel free to contact Vivint Solar with any further
concerns

Complaint: ***
I am rejecting this response because: While I did
receive an email from Miranda K***, I have been unable to contact her. I was out of town when her email came to me and I called her yesterday leaving a message for her to call me back. I did not hear from her, so this morning I called the phone number and extension she left me in her email, but the call did not go thru, resulting in a hang-up. I tried this times. I called the billing department and Toby would not route my call to Miranda without all my information and asking me to please hold for several minutes (so she could screen my call). I am very frustrated by the continued inability to talk with someone in charge and rectify this rather simple matter
Sincerely,
*** & *** ***

Vivint Solar called and emailed the customer on 2/16/18, leaving a voicemail, with a proposed plan of action

Vivint Solar contacted the customer on 11/22/to discuss the situationThe Power Purchase Agreement signed on 10/2/which the customer assumed responsibility of by signing the Transfer Agreement on 7/15/2017, states in Section 10.C "We do not warrant or guarantee the amount of energy
produced by the system for any period or any cost savings" Vivint Solar will continue to work with the customer to come to a resolution with in the terms of the contract that is beneficial to both the customer and the company

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

Our fleet performance department has reached out to the customer and we are scheduled for a service appointment to address the system issuesOnce this system issues are resolved, we will be able to address the billing issues

Complaint: ***
I am rejecting this response because: The agreement back in June with Tali and the district manager Cade T*** from Vivint was I would pay both electric bills, JCP&L and Vivint and I would be reimbursed directly no problemThis was my June bill for both companies combinedI was not made aware until late June/July that my system was not accuractly running (which was not fair to me as a consumer) therefore I was prorated on a guesstimateI stressed I did not feel comfortable paying the $The district manager himself Cade T*** said "whether I was issued a check or if it would be put into my personal account either way he would make sure it happens"I responded "OK"That's why I paid both companiesI didn't want my electric turned off! Finally, Once reinstall was corrected I still had to jump through hoops and hold Tali responsible for trying to resind on his word, no one would respond to me regarding my reimbursement nor follow up on reviewing the past months billsI only continued to receive emails regarding my past due accountUntil SeptI received a call from Tristen a rep stating a review was complete and approved by Tali for $I explained Tali was not handling my reimbursement that ended back in JUNE!!! when he screwed my account up and had me pay $to two electric companies and I was informed by District Manager Cade T*** of Pine Brook NJ, That I would be reimbursed directly not on to my accountI was then informed my account was turned over to Koby A*** who would handle everything but since then he left in the windI explained I since then had tried contacting one last manager Jeff J*** but he too has no desire to help he stated he would follow up with me and this is where I am todayOh yes this is Tali's direct supervisorWhen Tristen realized I filed a claim with the Revdex.com because he clearly had no clue
Sincerely,
*** ***