Vivint Solar

Complaint: [redacted]
I am rejecting this response because:when I called the vivint solar to make appointment to install the animal guard, because they already charged my credit card, they told me to have someone remove the pigeons before I make appointment. So after I have someone cleaned it ,I called to make appointment and my scheduled appointment is 7/24/17. So I asked them why that long I already have it cleaned and the pigeons might come back. The person I spoke with [everything is recorded so they can listen to it] said that they will try remove the pigeons if they see one. The person who recently called me who received my complain from Revdex.com said why did I have it cleaned when my appointment is on 7/24/17. Im confused when the first time I try to make appointment to put the animal guard they want me to have it removed  first before making the appointment. The problem with this company is inconsistencies and not honest sales rep. although I did not read the contract, what he told me is a lie and that led me to sign a contract. I am very dissapointed with this company I feel that they will do anthing just to sell their solar. With regards to overestimated fees and refund, they keep on changing their refund amount. I told the last person I spoke with vivint that I documented everything when they oveerestimate my fee , I told her that they have everything recorded , why they dont just listen to the tape so they will know the original refund fee that they owe me . they keep on changing the fee. They always use the word misunderstood everytime I complained as if I am a 90 years old women that dont remember anything. There is just too much inconsistencies and I am glad that I never recomend this company to all my friends . I regret everything to the point that I no longer wish to keep my house permanently, eventually I will sell this house so I dont have to deal with them in the future. This is really a nightmare.  Probably the only good thing that came out of this is , I was abled to persuade a lot of my friends aand even some of my patients not to get solar from this company. 
Sincerely,
[redacted]

At this time Vivint Solar is denying fault for the roof damage.  The panels have been installed since 9/2015 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 5 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.

Reached out to customer with proposed solution to billing issue and how to work on his system performance issues. Awaiting customer response to resolution plan.

Complaint: [redacted]
I am rejecting this...

response because:i wish to resolve the defective solar panels on said appointment date. I also wish to receive reimbursement for thousands of dollars of unnecessary electric charges this has incurred. At which point then will resolution be made. 
Sincerely,
[redacted]

Vivint Solar spoke with the Customer on 2/5/2018. We have advised that the system was operational during the majority of 2017. The system produced a total of 5,881 kWh for 2017. The solar panels on the roof will produce power that will go directly into the Customer's home. They will consume any power they need. Any power that is produced, but the Customer does not need, is sent to the utility grid. The utility company will store that power and apply a power credit on their statement. The Customer's usage has increased compared to the prior year and has not stored any credit because of this. Vivint Solar confirms there is no error in the system, as it is reporting normally on our end. There was a leak in the envoy monitor, which is a system that allows us to receive the system reports from the solar inverter system. This did not cause an issue with the panels, as we can confirm there was production throughout 2017. The Customer was estimate billed, this was because Vivint Solar was unable to obtain the production reports from the system while the envoy stopped connecting. We do not guess the Customer's production. The estimates are calculated based on the amount of panels the Customer's home has. There is reimbursement in the amount of $335.96. We also performed a saving's analysis and applied a goodwill compensation in the amount of $240.51. This totals $576.47. Vivint Solar is working to schedule an appointment for the Customer to have a technician check the system to ensure there are no errors. We will continue to work with the Customer until their concern's have been resolved.

Vivint Solar has reached out to instruct to set up a sign in front of their home that states no soliciting. Vivint Solar will also be notifying the local sales managers about this situation.

On different occasions Vivint Solar has notified the customer we will need at least 6 months worth of utility bills to perform the analysis. Vivint Solar has also notified the customer they can contact the utility company and have them forward the utility bills to Vivint Solar directly. Vivint Solar has not received the utility bills from the customer as request on 1/25/18. Our billing department was notified the customer's account was not populating bills each month. Vivint Solar notified the customer we were currently working on resolving any issues with the online account center. On 1/5/18 Vivint Solar was able to forward the customer their Vivint Solar invoices.  Vivint Solar will remain in communication with the customer regarding their complaint.

Complaint: [redacted]
I am rejecting this response because:
I just...

received an email from your office saying that this matter has been closed.Apparently the company involved, Vivant Solar, stated they reached out to me but got no response.  This is completely untrue.  Vivant solar sent me one email which I can forward to you.  They simply said they had received the complaint and would like to resolve it.  I responded in an email again reviewing the issues and concerns.  This was more  then a week ago and they have not responded to me!I am in no way satisfied with this and it is just another example of the company not following through.Please contact me.Thank you.[redacted]
Sincerely,
[redacted]

Vivint Solar attempted to contact the customer  to discuss their complaint via telephone on 5/24/17. The customer was unavailable and we were unable to leave a voicemail. Additionally, we emailed the customer on 5/24/17. Vivint Solar will continue to reach out to the customer regarding the...

complaint.

Vivint Solar reached out to the customer on 11/11 via phone to address the customer's concerns and left a voicemail. Vivint Solar also sent the customer an email with our contact information and provided our availability to discuss the customer's account. Vivint Solar will continue to reach out to the customer in an attempt to address the customer's concerns.

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.

We have contacted [redacted], and have reviewed the process of what needs to happen in order to receive permission to operate. We offered a solution to help with his situation and he has agreed to allow us to finish the project.

Vivint Solar has contacted the customer and is actively working toward the best possible solution to repair any damages associated with the solar installation.

As the customer stated in their additional comments, Vivint Solar has offered a proposed solution and we are waiting for the customer to review and respond to this proposal.

Vivint Solar has attempted to contact the customer via telephone and via email on 1/16/17 with no response. Vivint Solar will continue to contact the customer regarding their complaint to discuss a resolution within the terms of the agreement.

Revdex.com:Jessica H[redacted] contacted me and will contact me back by 11/8/17 to reach a resolution.  A resolution has not been agreed on at this time.
Sincerely,
[redacted]

After reviewing our online monitoring portal, Vivint Solar has determined that the system at their home is operating normally. In order to investigate things further, we have scheduled a visit to the home that will take place on Wednesday, 12/20. We will be able to determine whether or not our...

system is communicating properly with National Grid. A specialist has been assigned to work with this customer, and they have reached out and spoken with them. We are currently waiting for the customer to email their bills in for analysis, and once that takes place, the specialist will review everything and contact the customer on or before Tuesday, 12/12. Vivint Solar will remain in weekly communication with the customer until a resolution, that is within the terms and conditions, is met.

Vivint Solar communicated with the customer to attempt to help them understand their bills, however they did not want to talk and hung up during the call. The assigned specialist immediately reached back out, and the customer hung up again. Vivint Solar has confirmed that the system is not over...

producing based on the utility statements that the customer provided prior to their install. We have confirmed that each panel on the customer's roof produces around 1 kWh per day, not 7 kwh. The solar panels will produce power for the customer's home, and any power that is not consumed, is sent back to the utility grid. If the customer consumes all power produced by the panels and needs additional power, it will come from their Utility provider. Vivint Solar has advised the customer to contact the Executive Resolutions department if they have any questions with their bill.

Vivint Solar has spoken with the customer regarding their complaint. We have received copies of the customer's Utility bills, and are in the process of coming to an agreed upon resolution.

Vivint Solar is fixing the issues that the customer brought up. All invoices that are incorrect will be corrected for the customer and any outstanding compensations will be sent out.