Vivint Solar

Vivint Solar has spoken with the customer regarding the complaintThere is a service appointment scheduled for 06/26/and we have a follow up phone call scheduled with the customer on 06/28/18.

Vivint Solar has contacted the customer and has given them all the information and documentation needed to start the transfer processWe will continue to work with the customer until the transfer process is completed

We have reached out to the customer regarding their complaintWe will be working with the customer and their Customer Success Manager, to ensure the customer is updated during with Permission To Operate Process

Vivint Solar called the customer to discuss their concerns on 12/and left a voicemailVivint Solar also emailed the customer on 12/Vivint Solar will reach out to the customer on 12/and will continue to reach out in an attempt to resolve the customer's concerns

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.

At this time Vivint Solar is denying fault for the roof damage The panels have been installed since 9/and only recently did the roof start to show signs of wear Our Damage assessment performed indicated the shingles may have not been properly installed We have provided the
customer an option for her to have a 3rd party contractor to review the situation and provide their opinion The customer did so, the customer claims the contractor states Vivint Solar is in fact at fault This was one week ago, We asked the customer provide the contractor's number so we could discuss in more detail The contractor has been called approximately times, but has not yet been heard from. Regarding the savings concerns our customer has expressed, She has submitted her past months utility bills, and currently an analysis is being performed The contract will not be cancelled as it has not been breached Vivint Solar responded to our customer and performed a damage assessment as soon as We were notified about potential damage at the home We will continue to work with our customer to address her concerns and do whatever we can within the means of the agreement to improve their experience with Vivint Solar

Vivint Solar spoke with the customer and has advised that the amount owed to us will be written offThe customer is not responsible for the past due balanceContact information was provided to the customer for Vivint Solar if they have any questions

Vivint Solar has removed the customer's solar panels and is currently working with a third party contractor to make repairs to the customer's roofVivint Solar has spoken to the customer regarding their concerns, and will continue to work with the customer until their damage concerns are resolved
Once the repairs are completedVivint Solar will work with the customer to ensure the panels are reinstalled and the roof is sealed to a watertight condition.

Vivint Solar understands that the customer's contractor onsite during the installation dismissed Vivint Solar's technicians for the re-installation, there were still active holes in the roof with out letting Vivint Solar technician's do the repairsVivint Solar tried to work with the contractor who then voided the warranty, before re-installation of the panels was completedThe customer and Vivint Solar then agreed to move forward without the contractor presentThe warranty on the roof is the customers responsibility to address with their preferred contractor. While addressing the re-installation of the solar panels Vivint Solar helped the customer understand that the panels would need to be reinstalled or they maybe subject to defaultVivint Solar understands the frustrations of the damages and we are willing to work with the customer in regards to the roof damage

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:the company takes no acceptance of their partthe salesman sits in front of you and goes through thecintract saying this is what this mean u til you get to the end and then has you signno time is given to read it and you would think that a company would stand behind what is said by their representatives but instead they chose to only care about the fact they stole your koneythe company never said it was our problem to monitor the panels it was stated they watch them for problems not us but now it is our fault they do nothing for customers their is a Vivint victims website and on Facebook I highly recommend you look into all of this before you trust a rip-off company such as Vivint they play on the fact you paid with a third party but none of that again is said in the representation also if they have nothing to do with the solar anymore why is it them that supposed to monitor the panels and they are the ones that do any repairs the reality is they have money to fight it the working man doesn’t dont let them take you
Sincerely,
*** ***

Complaint: *** I am rejecting this response because I don’t agree that Vivint’s offer is fair given the circumstances and issues that have occurred for the past several weeksI countered twice to Vivint and they haven’t been able to accept my proposalI’m waiting for Scott D*** to confirm with the billing department that a total of $be refunded to me versus their offer of $(He emailed me on 2/15.) Note that the total amount I paid for a service to be initially performed was $Please respond back to Vivint if required until we can satisfactorily close this issue otherwise I consider this issue still open and pursue what I feel is fair and reasonableI hope this will be closed soon Sincerely, *** ***

A credit in the amount of $will be applied to the customer's billing accountThis process may take up to business days before the credit is applied to the accountThe customer will need to call in to our Billing department to request that the funds be deposited into their bank account. In order for the customer to view their daily, weekly, and monthly production reports, the customer must create an account to the Online Account CenterFrom there, the customer will have access to their monthly reports and will be able to view how much their system produced daily.There is no "arbitrary" procedure when it comes to the monthly production and billingPer the agreement that the customer signed, the customer is responsible to pay for all that the system producesIf the production that is paid for is not used, a credit will be applied to the customer's Utility account to be used in the future when neededVivint Solar is able to determine the customer's bill by how much their system produced each month and the cost per kWh that the customer is charged for that power

Vivint Solar and the customer were able to schedule a service appointment for 7/24/for the animal guard installation. Vivint solar was able to address the billing concernsA billing adjustment has been submittedIt may take 7-business days for the adjustment to be applied

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 contingent upon an agreeable compensation
Sincerely,
*** ***

Vivint Solar communicated with the customer on 11/and has come to a resolution with the customer in regard to their complaint.

Vivint Solar assigned a Specialist to assist the customerThey have attempted to contact the customer both via phone and email to discuss the complaint and possible compensationHowever, the customer has been unresponsiveWe will continue to try and contact the customer and work towards a
resolution.

We have reached out to the customer and discussed her concernsWe will be working with the customer and our service department to resolve her concerns.

Vivint Solar has made the correction to the customer's account as requested.

Vivint Solar has been repaired and is up and runningVivint Solar will continue to work with the customer until a resolution is found with regards to the PG&E bill