Vivint Solar

Vivint Solar has attempted to contact the customer via email on 12/18/to schedule a callDue to the time difference Vivint Solar wants to make sure the customer is available to go over their accountVivint Solar will continue to contact the customer regarding their complaint to discuss a
resolution within the terms of the agreement

Vivint Solar has spoken with the Customer, and we are working towards a resolution.?

The customer ([redacted]) 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.?

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Complaint: [redacted]
I am rejecting this response because: We have left two messages for the representative that called us on 12/and are experiencing one of the same problems that was in our original complaint, we left a cell number that we can be reached at on 12/and 12/21, there has still been no response
Sincerely,
[redacted]

Vivint Solar has looked into this customers concernPer the terms and conditions of the agreement, a customer is able to cancel before their system is installedVivint Solar has cancelled this customers account

Vivint Solar has requested that the customer provide us with the last months of their utility bills so that we can determine a reasonable compensation for
themWe have also requested of all parties involved with finalizing the process of making the solar system operational that they expedite the remaining requirements

Vivint Solar attempted to contact the customer on 3/to discuss their account, and left a voicemailAt this time, we are in the process of analyzing the customer's utility statements, which they have agreed to send over.? Vivint Solar will continue to work with the customer until all concerns have been addressed?

Vivint Solar reached out to the customer to discuss their complaint via telephone on 6/1/17, we spoke to the ? husband and he advised to call his wifeVivint Solar will continue to reach out to ? Alice the the customer regarding the complaint and ? come to a resolution within the terms
of the agreement.? ? ?

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, but additionally, the problem with my solar system? has still not been resolved and I am waiting for a response from Derrek E[redacted] who is the resolutions manager assigned to my complaint.? There was an appointment scheduled for Saturday, Augbetween 2-pm to check the system? and no one showed up (this has happened twice).? According to Derrek E[redacted], he was waiting for a response as to why no one showed up for the scheduled time on Aug20.? I notified him by phone and email on Saturday, Augand only received an email from? him on Monday, Aug22? that he was checking to see what happened and? waiting for a response.? No new appointment to check the system has been? set up? as of? Aug23, 2016.?
Sincerely,
[redacted]

Our billing specialists have reached out to the customer and we are now working with the customer to ensure the system operational

Vivint Solar contacted the
customer by email on 6/5/with a detailed analysis using the customer's solar production, their utility usage from the past year, and PG&E rates gathered from their website's current gas and electric rate schedules, preliminary statements, rules and formsVivint Solar presented to the customer despite over production, the customer saved $1,in utility charges over the past yearVivint Solar is with in the terms of the agreement entered into on 1/12/

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

Vivint Solar will be reaching out to our customer to ensure their concerns are addressed? We will be reviewing the power purchase agreement the customer signed, and answering any questions our customer may have.?

We have contacted our local sales team to cease contact with the address providedWe have also contacted our sister company to notify them of the customer's concerns so that they can be addressed as requested? We have not reached out to the customer, respecting the wish of their complaint,
responding only to the Revdex.com to assist in relaying our progress.?

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Complaint: [redacted]
I am rejecting this response because this is not a fully true statement ? Vivint suggested that, that was the issue and we confirmed that we had already replaced the ground interrupter and the power was still tripping ? Customer service is still unacceptableThe first person who called to schedule a visit on Oct ? 14th began to give us complaints and reasons why the issue was not the solar panels before even coming out to the houseMy husband told him stop wasting our time and if he doesn't want to come then don't come? The second person came and was very attentive, and said he would take the information that he reviewed back to his office for review.We have not heard from anyoneThis is the first time hearing any feedback from Vivint through Revdex.comThey are making money off my home and could care less about customer serviceI will discuss with my husband on how to move forwardWe are not saving that much money to be treated like this
Sincerely,
[redacted]

Vivint Solar is in communication with the customer, and is working to address their concernsThe customer's account is currently being reviewed to determine how to move forwardA response will be provided to the customer on or before September 8th (9/8)Vivint Solar will remain in communication
with the customer until their concerns are resolved

Reached out to the customer to discuss their concernsHave taken steps to resolve their concerns and have provided additional information about the system for them to reviewVivint Solar will continue to work with the customer to resolve their concerns.?

Vivint Solar has attempted to repair the damage to the customer's home using our approved third party contractor, the customer has denied this service several timesVivint Solar has also offered to settle with the customer, for the amount in which we would have paid the contractor, the customer has also denied this offerThe customer did send back to Vivint Solar a signed Settlement Agreement, however, there were unauthorized changes made to the agreement by the customerVivint Solar contacted the customer via email and telephone and informed the customer that we did not authorize, nor do we agree with the changes that the customer made to the Settlement documentThe customer has continued to refuse the offers Vivint Solar has made to settle the disputeThe customer is requesting something that is not within the terms of the Power Purchase Agreement? ?

Vivint Solar has attempted to reach out to the customer regarding the complaint? We called the customer on 10/? left the customer a voicemail that we ? are currently working with our CAD Department regarding the offset of the Design Customer was also contacted on 11/and a
voicemail was left regarding the reimbursement.? Vivint Solar Representative will continue to reach out to the customer and provide them with updates.?

Vivint Solar has addressed this situation with the customer and has taken the necessary steps to resolve the complaint satisfactory to the customer's request