NRG Home Solar

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]

[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 check. We 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]

[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 30 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]

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.

[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...

delays. We 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 stand.
Again, 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] 
Customer Care Manager
[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 you.
Please reach out with any additional questions.
 
NRG Home Solar is pleased to consider this case as resolved. 
 
Kind Regards, 
[redacted]
Customer Care Manager
[redacted]

[redacted]
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NRG Home Solar is in receipt of your complaint ID # [redacted] and we sincerely apologize for any inconvenience this may have caused you thus far.
Upon looking further into this matter, we are happy to report that we have been in contact with you to discuss this further prior to receiving this complaint through the Revdex.com.
The conversation with your Concierge Specialist, Joe R[redacted], resulted in NRG Home Solar taking full responsibility for the work requested. 
Previously during your project review, it was deemed unnecessary to complete a Main Panel Upgrade; however as a sign of good faith and based on the information relayed to you, we will be covering this at no cost to you. 
We understand your concern prior to completing installation and we thank you for your patience in resolving this matter. 
NRG Home Solar is pleased to advise that this matter is to be closed as resolved.
Please do not hesitate to reach out to your Concierge Specialist with any additional questions or concerns~ 7[redacted] / [redacted]
Kind Regards,
Natalie K[redacted]
Customer Care Manager
[email protected]

[redacted],NRG Home Solar is in receipt of your complaint, ID #[redacted], and we sincerely apologize for any inconvenience this may have caused you thus far. As of April, 2016, NRG has ceased all efforts in California in terms of potential customer contact, as we do not currently...

have a product to offer in your area.If someone is contacting you and representing themselves as NRG Home Solar, please be advised that this is not our company.NRG Home Solar is working to aggressively investigate a spoofing scam being operated by fraudulent telemarketers.Please be assured NRG Home Solar is in no way involved with these calls nor the entities placing them.What is Spoofing? - Residents sometimes receive multiple calls and the caller represents themselves as "NRG Home Solar". However, they may ask for confidential information to qualify you for a solar product. You may receivemultiple calls a day from the callers with no message left on your voicemail.What to do if you are targeted:If targeted by this scam, please hang up. You may report it to NRG Home Solar at [redacted] 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. NRG Home Solar takes complaints such as these very seriously and I have taken all measures to ensure that you are not on our contact list. Kind Regards,Natalie K[redacted]Customer Care Manager[redacted]

NRG Home Solar's action plan to bring this matter to resolution, with all steps at no cost to the customer, is to: Cancel the lease, permits, and agreement according to the customer's wishes. Remove all solar power system and equipment.  Refund the customer's $99.00 deposit.Repair each penetration location on the customer's roof will be warrantied, and NRG does not agree to pay for outside consultant fees, or for fees and costs on additional work to the customer's roof.   The [redacted] Department of Water and Power's incentive rebate will and must be returned to them as a result of the lease cancellation and system removal. The amount of the incentive returned has been sent to customer per their request.

[redacted]
NRG Home Solar is in receipt of your complaint # [redacted] and we sincerely apologize for any inconvenience this may have caused thus far.
We 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 further. We look forward to resolution of this complaint. 
 
Kind Regards,
Natalie K[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.
Regards,
[redacted]

[redacted]
Please be advised that upon receiving your initial complaint, your number was ran through our database and we had confirmed that you were not contacted by our calling center. 
I understand that you have a New Jersey phone number, however this does not change the messaging provided to you previously.
This has been an unfortunate issue that we are aware of and again, we apologize that you have been contacted by way of 'spoofing'. 
Had we verified that you were, in fact, contacted by our calling center, the messaging provided in our reply would have been different. 
 
Thank You, 
Natalie

[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 receiving your complaint, we have attempted to contact you via phone on (2) separate occasions, however...

we were unable to connect and there does not appear to be the option to leave a message.If there is a better number to reach you at, or if you prefer email, please advise.I am happy to notify you that your check has been submitted and you will be receiving it as soon as possible.There is no excuse as to why you were not issued this check in a more timely manner and again, we apologize for the inconvenience. NRG Home Solar is aware of the lack of follow up concerning this matter and we are working diligently to resolve this issue. We value our relationship with you as our customer and want you to know that if there were to be an issue concerning damage to your system, it would not go unaddressed. In the event of system damage, please reach out directly to our Operations & Maintenance team; they can be reached at [redacted]In addition to our O&M Team, you are more than welcome to use myself as a single point of contact for future inquiries. I look forward to discussing this with you further and anticipate your call. Kind Regards,Natalie K[redacted]Customer Care Manager[redacted]

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

[redacted]
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.
Regards, [redacted]

[redacted] 
NRG Home Solar is in receipt of your complaint ID #[redacted] and we sincerely apologize for any inconvenience this may have caused.
Upon 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 well.
NRG Home Solar is happy to mark this as resolved and consider this matter closed. 
 
Kind Regards,
Natalie

Complaint: [redacted]
I am rejecting this response because:
Contractors utilize different products; therefore, it is greatly advisable to commission the [redacted] to insure my warranty is not voided, quality workmanship and product matching.  Attached is a PDF reflecting the property damage, etc.
To date, I have not received the $99 deposit paid to [redacted] that NRG promised to refund.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Hello, I have not received the check that they should have sent to me...

so this is not resolved.
Regards,
[redacted]

[redacted]  [redacted]
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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The installation of the solar panels was completed on my house back in May. At the time of completion they stated that they would contact the town to set up the inspection and the system should be up and running within a couple of weeks. We had made several follow up phone calls directly to NRG and each customer service rep had no answers and simply said they would "send the issue upstairs". It was not until we submitted the formal complaint through Revdex.com that we were even aware of a documentation hold up. With that being said I would like to know what the exact piece of documentation that was holding up the process and why was it not requested and followed up upon before a complaint was initiated. We submitted the complaint on 08/11/2016 and since NRG has been out to my house with the town's inspector. This was all completed within 6 days. Why did we have to wait almost four months with solar panels installed on our roof with no benefit. When the NRG sales rep was at our home it was made perfectly clear that we would install the system as long as it would be complete by summer 2016 as with the size of our home the electric bills soar due to air conditioning costs during the months of June, July and August. The panels were on the roof ready to go and NRG dropped the ball when getting the system activated. When they were at my home yesterday they did mention that following our installation a lot of the workforce was laid off in the area. This is not a valid excuse for existing customers. I am still awaiting a response that will compensate me for the time wasted and the cost I have incurred on the electric bill over the course of the last three months. Until an acceptable response is received I will not consider this complaint resolved. I look forward to NRG's response. Thank you for your time and help while working toward a resolution.
Regards,
[redacted]