NRG Home Solar

Hello,
We have spoken with [redacted] as of 1/14/16 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 delays. We 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,

[redacted] 
NRG Home Solar is in receipt of your complaint ID # [redacted] and we sincerely apologize for any inconvenience this may have caused. 
Our Community Solar Team has been notified of this concern and has also been in contact with you as of 7/6/16 to discuss...

further. It is with great pleasure that we are able to write that your concern has been addressed and resolved, as we are scheduled to have you hooked up within the next 30 days!
Please do not hesitate to reach out to [redacted] with any inquiries moving forward. 
NRG Home Solar is pleased to consider this case resolved.
 
Kind Regards,
Natalie K[redacted]
Customer Care Manager
[redacted]

Hello, 
As of 12/17/15 the customer had communicated to us that they are waiting on their insurance company to come out to the home and assess the damages. 
They would like for us to wait on our inspection until after this has taken...

place. We would like to resolve this matter and will need to inspect the damages, no matter the outcome of the insurance inspection, and are awaiting correspondence from the customer. 
 
Thank You,

Hello,
A call was placed to [redacted] on 1/8/15 in regard to this complaint. Unfortunately they were not able to be reached by phone and a detailed message was left by the Project Manager of the Customer Care department. 
We are looking to inform them...

of the good news that their utility has been applied to for Permission to Operate their system, as of 1/4/15 and we are currently awaiting the go-ahead to activate their system. Compensation is also to be issued upon activation. 
This is something that we would like to discuss further, in detail, with the customer and they are more than welcome to return our call at [redacted]
 
Thank You,

Ms. [redacted], 
We acknowledge your rejection of Case # [redacted]. 
On behalf of NRG Home Solar, I would like to apologize for any inconvenience this may have caused you. 
We are currently reviewing your entire case and hope to ultimately reach a resolution that will not only meet your expectations, but restore your satisfaction with NRG Home Solar. 
 
Sincerely, 
Natalie K
Customer Care Project Manager
[redacted]

Complaint: [redacted]
I am rejecting this response because:The conditions of the lease were met at the time of signing on our behalf.  If they are stating that the terms of lease were not met, I would like to know what section of the lease they are referring to.  This is news to myself and the installer?  Since that time, no one has bothered to call us to provide us with any time line.  The lease was signed and conditions met in August of 2014.  Just 1 week ago after the lease was signed by both parties (of which a copy was provided at the beginning of this complaint), we were asked to sign an amended lease with two major changes.  A price increase and a reduction in the guaranteed performance.  After sending a complaint to the attorney general's office and cc them a copy of the complaint advising of fraudulent business practices, I have since received another amendment that decreased the price but still has a reduction in the guaranteed performance.  This is still fraudulent on their behalf.  I am forced to sign it because their product is still on my roof and I have no alternative options.  We will be going to court over this matter.  Forcing the changing of the terms of the lease (which by definition is a contract) in the middle of the lease is fraudulent and illegal.I was also not provided the required 3 day right of recision.
Regards,
[redacted]

Hi [redacted]
 
I understand that you are keeping this complaint open until your daughter receives the compensation check. 
This check has been requested and sent, as per our previous conversation. 
 
Thank You, 
Natalie

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 7  in responses back to Natalie whom said thismwoukd benresolved within 30 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.  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]

Mr. [redacted], 
NRG Home Solar is in receipt of your Revdex.com Complaint # [redacted] and we sincerely apologize for any inconvenience this may have caused. 
Customer Care Representative, Danielle [redacted], has been in contact with you to review the status of your project and provide...

you with further insight.  We understand that your system activation has been delayed due to not only an immense increase in project volume, but the length of time in which it takes to review the project as a whole and provide a final sign off for energization. 
Upon system activation you will be receiving your $1,000.00 as promised, in addition to 4 months free solar due to your delays. 
Again, we apologize for this delay in your project and we look forward to activating your system!
 
Kind Regards,
[redacted]
Customer Care Manager
[redacted]

[redacted]
font-family: arial, sans-serif; background-color: rgb(255, 255, 255);">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 3 months.
This is outlined in Section 5.3 of your Solar Power System Lease. 
5.3 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] 
NRG Home Solar is in receipt of your complaint, ID # [redacted]
As per our conversation that took place on 9/6/16 via phone, we are actively looking into whether or not a call has been placed to you.
Upon looking in your system, we have confirmed that your...

contact information is not on record thus far. We are waiting final confirmation from all sales partners and will reach out upon receiving this information.
We appreciate your patience and look forward to resolving this matter.
Kind Regards,
Natalie K[redacted]

[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 process. We 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 8:30 and 9:30am. 
This work includes the following: 
1. Power swap between the main service and the ATS2. Pull the load wires from the ATS to the Generator 3. Plumber will install T-Block, pigtail and proper regulator for propane 4. Test and run the unit in anticipation of inspection Once this work is complete we will begin the final inspection process1. The plumbing license holder will issue a letter stating that the pressure was satisfactory2. We will call the town to schedule the final electrical inspection.  They can take 2 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

[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 calls. Please 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 company. Upon 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 queue.
Unfortunately, this has happened in the past and there is no definite way to track down who may be calling you. Please follow the below steps if this does continue.
If targeted by this scam again, please hang up. You 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 # [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 3-4 month installation and activation that was initially set...

up to you. Our standard time-frame from sign up to activation is generally 6 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 1 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, 2/19 and finally making contact on 3/2.
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 2 application, (application for activation to your utility), was sent same day, 3/9, and has a turnaround time of 3-4 weeks for approval by [redacted]. This is due to your utility approving applications on a first come, first serve basis.
With that being said, your [redacted] has granted us final approval as of 3/22 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]

Hello,
We understand the customers' frustrations up until this point. 
In the state of New Jersey, there are multiple approvals that must be gained prior to activation and can take quite some time. 
This project,...

in particular, was delayed for a longer portion of time due to corporate approvals that were necessary in order to apply to their utility- luckily we have received said approvals as of 1/4/15 and have also applied to their utility company for Permission to Operate their system. Due to our operational delays, we issued the customer compensation upon activation- which will be sent as soon as their utility allows us to turn their system on. 
A representative has reached out to this customer with the good news.
Thank You,

we lost our home to a fire over 13 months ago and have still not been able to get our solar panels reinstalled. We continue to get the run-around from NRG's supposedly knowledgeable customer service staff. That in of itself is an oxymoron as they are no more knowledgeable that the operator directing calls. However, they did tell us that we were not allowed to stop our monthly payment to them, even though we had no panels or service from them, or we would be in breech of contract. Well, that is now something for the attorney to sort through as we continue the lawsuit.

Complaint: [redacted]
I am rejecting this response because:
I did speak to Natalie the Prod Manager on 1/14/16. But she didn't know the meter was swapped until I told her.  I am not accepting anything until I am up and running.  I am in my 9th month and 6 months since the solar panels have been on my roof. 
I did receive the email that I will receive compensation but considering I'm still not up and running that remains to be be seen.
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 advance. However, 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 contract. They said to wait for a representative to call us within 4 to 5 days. After the call, upon further investigation we realized that the contract had a clause that allowed for cancellation without penalty only within 3 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 90 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.

Complaint: [redacted]
I am rejecting this response because: I don't know if the problem has been solved until I file my taxes. According to the rep., I should...

qualify for the tax credit with a refund of anything left over after my taxes are paid. So, I think it is resolved, but I really don't know until I file my taxes. I'm sorry to be so unsettled, but I really don't know. I do want to thank you for your time and help. I don't think I would have heard from the company if it had not been for you. The only thing I can do is contact you again after I file my taxes if it does not go as was represented to me.  Thanks again.
Regards,
[redacted]