NRG Home Solar

[redacted] NRG Home Solar is in receipt of your complaint ID # [redacted] and we sincerely apologize for any inconvenience this may have caused, thus far Upon speaking with you this morning we have obtained further information regarding your daughter and are able to process her referral checkWe apologize that this has taken the amount of time in which it did and we appreciate the patience of both you and [redacted] Please do not hesitate to reach out with any additional questions Kind Regards, Natalie K [redacted]

Good Afternoon, NRG Home Solar is seeking resolution to this case outside of an arbitration hearing NRG Home Solar is prepared to take the steps necessary to repair the stucco on the exterior of the home where our equipment was installed To our knowledge this is the only outstanding issue as it pertains to the system removal and repair of the home -- Thank you,

[redacted] NRG Home Solar is in receipt of your complaint ID # [redacted] and we apologize for any inconvenience this may have caused you A Customer Care representative has contacted you via phone in order to go over the current state of your project and the reasoning for delaysWe are looking to apply to your utility company as soon as we have received corporate approval and have set you up with a compensation plan based on the length of time that it has been Our Customer Care representative has stated that you are pleased with this information and has provided you with a better understanding of where we standAgain, we apologize for the matter at hand and we look forward to activating your system as soon as possible! Based on this information, NRG Home Solar considers this case resolved Kind Regards, [redacted] K*** Customer Care Manager [redacted]

[redacted] NRG Home Solar is in receipt of your complaint # [redacted] and we sincerely apologize for any inconvenience this may have caused you First and foremost we would like to apologize for the expectation of a 3-month installation and activation that was initially set up to youOur standard time-frame from sign up to activation is generally months, putting you right on course, however that does not change the expectations that you were set up with The Certificate of Approval that we applied for in mid January did take longer than the month turn around time that the Township usually provides to us and we had made sure to keep you in the loop throughout the entire process It did end up being that the Township notified us they sent the documentation to you, the homeowner, on 2/17, instead of us- which also gave us an additional few days of added wait time to your project For this, again, we apologize as it was an error that we could not control, but we were sure to keep you abreast of any changes or improvements in your project via phone on 2/17, 2/and finally making contact on 3/Thankfully the township was able to provide us with a new signed copy on 3/9, to which we were happy to reach out to you with the good news, being that this was the only thing standing in our way to apply to your utility company for activation Your Interconnect application, (application for activation to your utility), was sent same day, 3/9, and has a turnaround time of 3-weeks for approval by ***This is due to your utility approving applications on a first come, first serve basisWith that being said, your [redacted] has granted us final approval as of 3/in order to activate your system and you are set up for remote activation I apologize for any misinformation that was provided to you to make you feel as though we were submitting our paperwork or following up, as your delays were primarily out of our hands and we take these complaints very seriously As a sign of good faith, we would like to notify you that your first month of solar will be on us and we hope that you accept this with an understanding that we were always honest with you, our customer Based on the information provided in this response, in addition to your utilities approval for activation, NRG Home Solar deems this case resolved Kind Regards, [redacted] K [redacted] Customer Care Manager [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 The only items that I wish to address are the following(1) We have both a physical answering machine and a digital answering service on our phone No message was ever left nor was an e-mail received on our home e-mail which is the e-mail on file with NRG and the one left repeatedly during the past two weeks (2) Natalie's number was called within this two week period and the message indicated that the mailbox was full There was no opportunity to leave a message We appreciate the steps you have taken and are more confident having the operations number necessary for a system emergency Thank you, [redacted]

Hello, We have spoken with [redacted] as of 1/14/to explain where she currently stands with her project At this moment in time, we are awaiting approval from PSEG in order to operate her system Once the paperwork is submitted and the meter has been swapped, the utility reviews said paperwork and verifies that the meter is working in order to grant Permission to Operate We have consulted with the Interconnection Team to ensure that everything has been done on our part to carry out the necessary steps toward activation and it has been confirmed that the ball is in the utilities court Compensation is to be issued to [redacted] for both frustration and delaysWe sincerely apologize for the lack of transparency, as well as lack of communication to the customer We are on our way toward resolving the matter at hand and look forward to receiving communication from PSEG Thank You,

Complaint: [redacted] I am rejecting this response because: as of yesterday the call center sales office for NRG informed me that we had not been assign a solar farm and there was no way to tell if or when NRG would I have been told that an NRG operations person with knowledge would give me a call by today Thursday July in responses back to Natalie whom said thismwoukd benresolved within days this seems to be entirely in contradiction to any information I have received over my many calls to NRG over the past week I hope NRG will respond by phone by somonemwith specific knowledge of my account and NAGs intent and ability to providemelectricity under the net metering terms of the agreement I am waiting for a call and also information how I can speak to someone at NRG with knowledge of the business and with ability to provide accurate information and know edge of NRGs intent and ability to perform energy delivery services Regards charlie Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 If NRG does NOT timely effectuate the agreed proposal (within days from my response), should I re-open this matter with the Revdex.com? Or, hire counsel to litigate this matter? Please advise Regards, [redacted] ***

[redacted] NRG Home Solar is in receipt of your complaint # [redacted] and we sincerely apologize for any inconvenience this may have caused thus farWe have your Sales Representative, Thomas G [redacted] , engaged in conversation with you to better understand the matter at hand and once he receives your utility bills for review, he will contact you to discuss furtherWe look forward to resolution of this complaint Kind Regards, Natalie K [redacted]

[redacted] NRG Home Solar is in receipt of your complaint # [redacted] and has fully reviewed your case Upon review it has been determined that the lease marked 'active' is the incorrect lease and we sincerely apologize for any inconvenience this may have caused you You have been contacted via phone with the good news and we are happy to inform you again that we will be correcting this error Due to the paperwork being fully processed, we are unable to reactivate the lease for $89.49; however a check for the the difference between the two leases in question will be sent overnight to youPlease reach out with any additional questions NRG Home Solar is pleased to consider this case as resolved Kind Regards, [redacted] K [redacted] Customer Care Manager [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint From: [redacted] Sent: Monday, May 18, 7:AMTo: [redacted] Subject: ID There was nothing to respond to They contacted me, but no resolution has been accomplished I still panels on my roof that I am unable to use All I hear is we are working on it!!!!! I would ask you to keep this open The fact that they contacted me does not constitute a resolution Regards,

[redacted] NRG Home Solar is in receipt of your Revdex.com Case # [redacted] and is actively researching what you have outlined First and foremost, we would like to apologize for any inconvenience this may have caused you and we can assure you that this will be resolved as soon as possibleCustomer Care Representative, [redacted] P***, is in contact with our Marketing Team to obtain your Goal Zero voucher, in addition to our accounting department to expedite any necessary compensation that is owed She will be in contact with you this afternoon to explain proper time frames and provide any information that is not included in this reply NRG Home Solar takes these complaints very seriously and is working to correct any error made on our end to have resulted in these delays Please reach out to our Customer Care Team with any additional questions or concerns Kind Regards, [redacted] K [redacted] Customer Care Manager [redacted]

Thanks NRG for the electrical fire in my main panel that could have burned down my whole house Emergency messages left w/your answering service (not even customer service) went unanswered Great job

We have spoken with this customer and resolved the matter at hand

Complaint: [redacted] I am rejecting this response because (re the repair of the roof penetrations): The roof is one of the most important parts of a home, and keeping it in good shape is vital. The penetrations of the solar panels breached the integrity of a roof that had a life expectancy of 10-15 years. Therefore, the patch work offered along with the one (1) warranty is unacceptable. After the expiration of the warranty, the damage caused by NRG will become a major expense to the homeowner to rectify. A warranty of at least five (5) years of the patch job is requested. Regards, [redacted] ***

A sales person came to our door yesterday to talk us into signing the NRG Community Solar agreement (This is not NRG Home Solar, but another subsidiary of the same company, NRG Energy.), which we did believing that it was a good deal: helping out solar energy farms develop without paying anything in advanceHowever, after informing ourselves properly about the company and their offer, especially the 20-year agreement which the sales person barely even mentioned, we decided to cancel After not even one hour from signing we called the customer service line and told them we wanted to cancel the contractThey said to wait for a representative to call us within to daysAfter the call, upon further investigation we realized that the contract had a clause that allowed for cancellation without penalty only within days from signing! So the phone support person had been trained to mislead people into getting tied to the contract The contract itself has a QUICK FACT section on top, which mention cancellation, but not the 3-day one, but a 90-day procedure which, as revealed later in the contract, is more involved and not risk-free (if they start the "production"—which is at their discretion—before the days from signing and you haven't submitted the cancellation notice, then you can't do it penalty-free anymore) Even on a second phone call to the customer service they didn't advise us of the legal steps to be taken, which are to send them a signed cancellation notice (found in the contract document) but only assured us that our request to cancel within three days has a stamp date in their system The company's practices are if not illegal at best malevolent, deceitful, harmful and just wrong

[redacted] NRG Home Solar is in receipt of your complaint ID # [redacted] and we sincerely apologize for any inconvenience this may have caused thus far NRG Home Solar works with your utility company to provide the electricity you consume NRG’s solar power systems are designed to provide a guaranteed amount of kWh electricity during each year of the lease, and the design is a direct reflection of our customers’ previous electricity consumption As such, if a customer’s electricity consumption increases significantly, the electricity consumed in excess of that generated by the solar power system must be purchased from the utility Upon receiving this complaint, NRG conducted a performance analysis of the solar power system The analysis revealed that the solar power system has exceeded the estimated production guaranteed in the lease agreement for the last monthsThis is outlined in Section of your Solar Power System Lease Ownership of Electricity; Additional ElectricityYou will be the owner of all electricity produced by the Solar System during the Term and you will have control and title to electricity produced by the Solar System prior to the time, if any, when it is delivered to the distribution grid and transferred to the local utility You acknowledge and agree that if you need more electricity than the Solar System produces you will be solely responsible for purchasing such additional electricity from your utility Please reach out with any additional questions Kind Regards, Natalie K [redacted] Customer Care Manager [redacted]

[redacted] It was pleasure to speak with you this afternoon regarding your case ID # [redacted] First and foremost, I apologize that you have received numerous marketing callsPlease know that NRG Home Solar takes your complaint very seriously and we have been working to determine whether or not the calls being placed to you are that of our companyUpon speaking with all outbound teams, it has been determined that you are not on our calling list and this may be a result of something called 'spoofing'For precautionary measures, we have made sure that your number is in our Do Not Contact queueUnfortunately, this has happened in the past and there is no definite way to track down who may be calling youPlease follow the below steps if this does continueIf targeted by this scam again, please hang upYou may reach out to me directly to notify me; you may also file a complaint with the Federal Communications Commission at: https://www.fcc.gov/guides/caller-id-and-spoofingor by dialing [redacted] You may also place your contact information on the National Do Not Call Registry at: https://www.donotcall.gov/register/reg.aspx but that may not stop these types of calls as the organizations engaging in this illegal behavior do not follow consumer protection laws.Again, we sincerely apologize for inconvenience this may have caused you thus far Kind Regards, Natalie K [redacted] Customer Care Manager [redacted]

[redacted] NRG Home Solar is in receipt of your complaint ID # [redacted] and we sincerely apologize for any inconvenience this may have causedUpon fielding your complaint, our Community Solar Team has been notified to not only process your cancellation, but to contact you with the cancellation confirmation I have uploaded this confirmation and attached it to this response, as wellNRG Home Solar is happy to mark this as resolved and consider this matter closed Kind Regards, Natalie

[redacted] NRG Home Solar is in receipt of your case # [redacted] First and foremost we sincerely apologize for any inconvenience that this has caused you thus far Upon looking into your project, it appears that there are a few things on that have contributed to these delays, however this is no excuse as to why you were not informed throughout the processWe would like to take this information as a training opportunity for our Generator Team & again, apologize for the inconvenience We are pleased to inform both you and the Revdex.com that we have our remaining work scheduled for tomorrow arriving between 8:and 9:30am This work includes the following: Power swap between the main service and the ATSPull the load wires from the ATS to the Generator Plumber will install T-Block, pigtail and proper regulator for propane Test and run the unit in anticipation of inspection Once this work is complete we will begin the final inspection processThe plumbing license holder will issue a letter stating that the pressure was satisfactoryWe will call the town to schedule the final electrical inspection They can take weeks or more to perform the inspection Please reach out with any additional questions or concerns, as we would like to ensure that you are satisfied with the work performed Kind Regards, [redacted] Customer Care Manager