NRG Home Solar

[redacted] 
NRG Home Solar is in receipt of your complaint # [redacted] and we sincerely apologize for any inconvenience this may have caused you thus far. 
We understand that you have experienced a few delays throughout the length of your project and we, like...

you, are eagerly awaiting the activation of our Solar System. We have kept you abreast of the most recent delay being our of our control and have set up a compensation plan in place with you, which you will receive upon the system activation. 
Although we are unable to activate your system based on the complaint filed, we would like for you to rest assured that you have not lost any savings, nor have you lost any months in particular to benefit from the system on your home, as your lease payment does not begin until you begin to generate electricity from the panels. 
NRG Home Solar takes these complaints very seriously and again we apologize for the matter at hand. 
We will continue to keep you in the loop concerning your system activation and look forward to speaking with you soon. 
 
Please do not hesitate to contact our Customer Care Team with any further questions or concerns. 
 
Kind Regards,
[redacted]
Customer Care Manager
[redacted]

Review: On April 11, 2015 we signed on for solar power with NRG. From April to July everything was running smoothly. The panels were put up at the end of July. Then there was a halt. I tried numerous times to call someone in September and heard nothing. It was very hard to get a hold of someone. I finally was able to speak to someone in October. This is now almost 3 months after the panels were installed. The hold up was a certificate from corporate for the go ahead so we can have our final inspections. The girl told me it normally takes 6 MONTHS from when we signed. It doesn't state in the contract how long it takes. Only that if the customer holds up the project the customer gets penalized.

Finally in November I had my inspections done and finalized.

I called on December 16 to find out what the hold up is now. NRG is waiting for the approval paper from my township. I said now we are 8 months into the project and 5 months since the panels are up there doing nothing on MY ROOF. I called the township and they already sent it in. On Monday December 21 NRG received the paper from the township.

Today, December 23, I spoke to NRG and now they are waiting for approval from corporate to call the utility company. She stated industry standards take 7 to 9 months. Industry standards? I have friends who went to Solar City that had their panels within 4 months. I said they first told me a couple months, then 6 months, and now 7 to 9 months. What is next 12 months or 24 months? Meanwhile the panels are just sitting on my roof. Doing nothing. I am done. But it would be a legal issue she said and will not take this off my roof. This is way too long and I'm sorry I started this project 8 MONTHS ago going on 9 MONTHS.Desired Settlement: I want this off my roof. I also want compensation because I'm not saving money since it was only supposed to take a couple of months ( I will give 6 months to finish the job). So I want compensation for 3 months worth at $90.00 each month that I didn't save.

I want to choose to go somewhere else. This is not fair to the me that I have expensive panels on MY roof that are not doing anything.

Business

Response:

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,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have called and left a message on 1/8/16, 1/13/16, and again today on 1/14/16 with no call back. I left a message stating the best possible phone number where I can be reached and I'm still waiting. My message stated- The utility company came yesterday and changed the meter. What would be the next steps to turn this on? But I have not received any response from NRG. I better be compensated because this has been ridiculous. NO COMMUNICATION AT ALL!!!!!

Regards,

Business

Response:

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,

Consumer

Response:

Review: [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,

Review: NRG Home Solar installed solar panels on our home in March 2015 - and that is the last thing they did. We are not connected yet - we have called and called. We have asked to be speak to a manager - they say someone will call us back...no one does. We don't have any idea what is going on and where we stand. We are fed up. We have neighbors that had panels installed with another company and they were connected within 4 weeks. We have told them to come and take the panels off if they can't complete the order. We are at the ends of our rope.. It is very frustrating. They advertise on TV..and I want to scream - because they can't complete what they start.

We started calling them in July - and we have never heard back from them.Desired Settlement: If they can't finish the job - I want them to cancel our contract and remove the panels.

Business

Response:

This matter was resolved on 9/22/15 as we were able to activate their solar system.

Review: I leased a solar system from nrg in March of this year. I can't get to talk to someone about turning it on. I was not told it would take over 4 months to be able to start using my solar system. I have called nrg and pseg and no one will give me an answer. They keep switching me to different people. I have been told the salesperson I that helped me no longer works for the company. I would like to start using the sun to light my house. How long do I have to wait to turn the panels on. Please help me resolve this problem. I hope nrg responds to you. They will not give me an answer.Desired Settlement: I would like to have a working relationship with this company because I leased the panels for 20 yrs and they are

responsible to maintain them.

Business

Response:

This project has been submitted for inspections in order to proceed to interconnection from PSE&GLI for Permission to Operate system. We have been in contact with the customer as of 8/21 to provide an update and will notify the customer upon passing of inspection.

Review: We decided to go solar and chose NRG for our home solar system. After signing a lease agreement the company did not live up to their end of the agreement. After almost a year of signing the lease and starting the project, we still do not have use of our solar panels. I've contacted NRG several times to have them remove the panels and cancel the project and the lease but there is no response from the people I need to be in contact with. I keep being told by the customer service representatives that a supervisor will contact me, but I have yet to recieve any type of contact. I was promised last year in July that our project would be done by the end of 2014, then at the beginning of 2015 I was told it would only take 2-3 months. This company keeps making promises they can't keep and giving me the "run around" when I call for answers.Desired Settlement: remove solar panels and anything associated with them, cancel lease, (we have not paid for anything yet because the project is not yet complete and I will not pay for any type of cancellation fee if necessary)

Business

Response:

This matter has been resolved with the customer and their system is up and running.

Consumer

Response:

[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.]

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,

Review: NRG Home Solar had installed solar panels on our home in December, 2014. As of today April 3, 2015, they have not had the panels or the electric inspected. We have called numerous times and get a different answer each and every time we call. We have been getting a total run around. All we want is to have the proper inspections done so that we can use the solar panels. They have a very poor customer service department.Desired Settlement: We would like to have everything inspected within a timely fashion so that we can start using the panels.

Business

Response:

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

Consumer

Response:

[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.]

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,

Continued calls as previous caller indicates. They also do not respond to continued requests to remove our name/number from there database. Latest 'lie" was that "someone has hacked" our phone system and pretending to be NRG solar: or really?? I've spoken to "[redacted]"- all are inept and have left multiple messages, but have no clue as to how to stop the calls they personally have made. I do NOT want any service/products this company provides- when it's obvious the left hand does not know what the right hand is doing

Review: I am [redacted] I leased solar system from NRG solar. I have email confined from them on November 21st (NRG Home Solar Update: Congratulations! Your System has been Activated!) until today 10/28/2015 system is offline and not working. I called Customer services, talked a lady on nov 22 right after I found out it was offline. she promised me that somebody will call me back. nobody , never called me back with this issue. since that 21st I called 4 different phone numbers that they provided me to call them and Two managers, nobody is responding until now. I am on 30 years lease and its just beginning. Nobody is resolving this issue and not delivering what I signed lease for. I think Revdex.com can help me with this issue.Desired Settlement: I would like to resolve this issue and Contact by the business. if they can not deliver what I sighed for take off me from 30 yearsLease.

Consumer

Response:

Now they are calling me. Tech. from NRG Solar came this morning and fix now. Thank you for your help. Thank you very very much.

Review: Since we signed a contract with NRG they have dropped the ball on this whole project, I have to keep calling and I get the run a round. They told me they were waiting on the rebate from the state of [redacted] town approval etc. After my 3rd or 4th phone call I found out that my energy assessment report wasn't correct. NRG's salesman sent the 1st email, I sent it 2 more times and still I wasn't told it wasn't what they were looking for, I had to keep calling to find this out, never once in 3 months was I told it was wrong. When I finally was able to get a installation date is was another month, I did instance I bee sooner and they did. Now they tell me that we were waiting for inspection approval from my town, which has no record of a request so I call again and now the are telling me it will be a few more weeks while they go through 2 reports. This this the WORST company I have ever had to deal with. In addition when I called them to make our first appointment we got a phone call on a Monday night and by Tuesday they gave away our time, same happened the following week. In the mean time I found out that my brother went with NRG when I first called they asked me how I found out about them I wasn't sure but when we sat down with the salesman I told him that my brother recommended them (after I found out NRG was the company he used I didn't look into the other company's because of this recommendation) they refused to give him a sign on bonus, he also had to make many phone calls to correct this.

On a positive note there ground crew, installers and electrician's were great, ONLY GOOD THING ABOUT THIS COMPANY.Desired Settlement: I would like this finished by the next week and I would like my complaint to be on file for others too see so they will be informed about NRG before they make a decision on which solar company to use.

Business

Response:

We have resolved this matter with the customer on 8/26/15 and are working to get their solar system activated as quickly as possible.

Consumer

Response:

[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.]

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] I still feel that this company dropped the ball......

Review: They dropped the product off in Oct 2014 and we called in January of 2015 and was told that the solar panels were installed. They were not. These panels were installed in May and after calling them for several months they finally set it up at the end of this October. Their management is horrible. No satisfaction. I had to call them several times to have them come in and waited to have this installed. When I requested to talk to a manager either the person on the phone said they were a manager or they would never return my call back. I am still waiting for my 2 months free check and to find out that it will take 5 to 6 weeks is not acceptable. I am also making sure that I spread the word that I would never recommend NRG to anyone in this town. My uncle passed away not even seeing this done. His name is [redacted] and that is who the contract was under. I see no savings in my bill.Desired Settlement: I just would like to let you know that maybe something should be done with their management team. they are one horrible company that I would never refer them to.

Business

Response:

We are working to resolve this matter by addressing customers concerns and helping them to understand the benefit of their solar system.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This is still not solving anything. I also said that it was totally ridiculous to wait for a check for that length of time.

Regards,

Business

Response:

As of 12/10/15 we have spoken with [redacted] in regard to missing compensation, as well as frustrations with delays. We have resolved this customer's concerns by way of expediting compensation and have provided a direct contact to reach in the event that they do not receive said compensation by 12/18/15.

Consumer

Response:

[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.]

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,

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.

Review: Company Installed solar system on private residence and will not turn system on with PSEG however the system is running and collecting credit with PSEG. I am still paying full electric bills to PSEG since install of system in July.... The highest energy months of the year. No paperwork on rebate / used electronic signature to collect rebate from State with out proper consent.Desired Settlement: Looking to speak to a manager or supervisor to have system removed from house

Consumer

Response:

Hi thank you for your help with this matter I am in contact with Nrg solarshome office in Texas and am working out this case directly with them ...At this time I would like to close this case. Company stated the processfor what I have requested.Thank you for your time with this matter

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,

Review: I am writing this complaint as my husband has attempted resolution with this company for several months. While having solar panels installed by NRG Home Solar the initial issue was the contractors broke the pipe off our roof which was utilized for sewer exhaust. We were told someone would return to repair the damage. Even with multiple calls this did not occur. Then throughout the winter multiple leaks began to occur in my house causing significant damage on the homes interior. NRG sent an inspector out and claimed it was not due to their installation. When hiring a private contractor it was determined this was not the case. The contractor confirmed that there were multiple holes left open on our roof. Flashing and roof cement were not applied. NRG has since sent another inspector out who confirmed the installation was done incorrectly. We were asked to provide quotes on the costs to repair both the roof and internal drywall damage. NRG has yet to provide a solution to our issue. We have ceilings that are hanging down from leaks and now mold is visible on the walls and ceilings. My husband continues to contact NRG but is only able to speak to customer service representatives. No one has responded and now I am concerned about black mold forming in the house. This company has not made any effort to stand behind the multiple errors which have occurred due to the installation. It is frustrating to continually try to resolve these serious issues. I am very disappointed with their customer service and quality of work.Desired Settlement: Complete repair of both the roof and all the interior damage to the home. Black mold inspection at the cost of the company to determine safety of home.

Business

Response:

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,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This company sent multiple representatives out to my home when we told them what our contractor found. They took pictures and corresponded in emails that they wanted us to get quotes so they could determine how they would provide payment to correct the issue. We provided them with requested quotes and they wanted to send their people out to make repairs. This was not acceptable as we already experienced the poor workmanship they provided with the solar work that they "specialize" in. Since then we have been in touch with our homeowner insurance agent in order to have someone represent us safely since the company was not responding to the Revdex.com. There have been multiple visible damages determined and other damages are expected once inner iterior work is started. The company insists on doing everything themselves which is unacceptable at this point. They are requesting to do work they do not normally do. We expect that our insurance agent will be in touch with them to attempt further resolution. In the meantime our house remains damaged and we are residing in the home with the possibility of mold continuing to grow. We request to have our own contractors complete the work as the company has only provides poor work and excuses.

Regards,

Business

Response:

Hello, It is standard procedure that we dispatch a Service Tech to conduct an assessment in the event that a customer is claiming a leak or damage is a direct result of our solar installation. If it is found that said leak or damage is solar related, we will escalate accordingly and come up with a solution for the matter at hand. The Project Manager of the Customer Care Team had spoken with [redacted] on two separate occasions in regard to this matter and set him up with proper expectations concerning the length of time in which this would take. In addition to the fact that it is an escalated concern and it would need to be addressed at a higher level. [redacted] stated that he would be contacting his insurance company if we did not respond accordingly with an answer by the second day. Unfortunately this was an unrealistic time frame for a resolution, as the quotes provided by the customer were totaling in $11,000 and any claim of this nature must go through the proper channels. In between the date of the first conversation with [redacted] (11/24/15) and the date that this complaint was submitted (12/3/2015) a national holiday took place, leading us right into the weekend. Another conversation with [redacted] also took place on 12/2/2015. This conversation was to realign expectations and assure the customer that we were escalating this through the proper channels. Our Service Team had contacted the customer to conduct a final assessment on 12/14/15, to not only ensure that we document all damages to their home but to verify that this was a direct result of our installation; to which the customer stated that they are waiting for their insurance company to come out and look and would like for us to conduct our inspection afterward. The release of the funds was contingent upon this assessment and this put a halt on any movement on our end. As of 1/13/16, our Houston Office has received the insurance claim from this homeowner and is mailing the documents to the correct office for review. Once we are able to look at these documents, a decision will be made on how we are to proceed. We are looking to resolve this matter in a timely fashion upon receiving the information from the insurance company’s assessment.

Review: We signed a contract for Solar to be put on our home in August of 2014, to this day the panels have been sitting on my roof and they have yet to be connected for us to use, we do not get calls on the status of our work, nothing, just nothing, nobody has answers for us and it is taking a toll on my health as well as my husbands health we do not know what to do.Desired Settlement: We want this to be completed and working it is going on 1 year, this is nuts.

Business

Response:

We have contacted this customer and provided compensation for said delays. We are working to activate this system shortly and the matter will be resolved.

Review: We received a phone call a few nights ago that was very difficult to hear and the caller at first did not identify himself as from NRG. You could hear him say something about being offline. We thought it was regarding internet. Today the person called back and explained that our solar system was offline and has not been on the working properly since June. We pay a leasing fee which includes all maintenance of the solar panels. This is why we leased them. We also show on our current electric bill that we owe a fee for electric when previously (Last April/May) it indicated 0 electric used. Now we owe 70.96 for electricity when we have had nothing but sunny days all summer. When I asked why this happened and why I have been paying the monthly lease fee every month if they are not maintaining them I did not get an answer. The gentleman on the phone had me reset the system. He also asked me to read him the flashing numbers. I asked if how would I be able to tell in the future if it goes off line again and needs to be re set. he did not know was his response. I followed his instructions and asked if it worked and he stated he did not know. It would take 24 - 48 hours to know if we were back on line.Desired Settlement: Either a refund in the leasing fee since June or this electric bill paid (June 10 - Aug 12) . The leasing fee is 101.55 a month. In the future they need to notify us immediately with either a phone call or email. Waiting the entire summer to let us know is not acceptable. They have our numbers because they made the appointments to install the panels and they have my email because they email me a bill every month. I also asked that they used my cell rather than my husbands because I am home during the day - both numbers work but I can set up appointments for any kind of maintenance etc....

Business

Response:

This matter was resolved as our technicians were able to enter correct meter ID on 8/31/15.

Run!!! We signed the paperwork over a year ago. / Best friend did the same. Signed paperwork in August, equipment installed in January 2015, still up on roof with no follow up since now Almost September 2015. My buddy and I have contacted NRG numerous times to receive the same canned lies, paperwork is in, will contact us next week and nothing happens. Solar panel colors in my roof do not match/look strange. Funny thing since installed system has never reached rated output. Morning dew sticks to the off color panels hours longer than other panels. Suspect finish issues may be cause of not reaching rated output. System stopped working 6 days ago, called and NRG would be contacting us to schedule repair. With that NRG tells me they can "see" my system on line and no worries the system is still producing.. BOLD FACED LIE!!! I have 30 years commercial electrical experience and the system is dead. When you call NRG you get a call center employee who has limited to no knowledge and gives out standard canned answers. Not just me, friend in same boat and I compare answers after we call, answers are the same prepacked answers..... 6 days now and no contact for repair... To me it seems like NRG is focussed on securing State Grant money for these systems and after that they could care less...

Had my install 6 months ago. The team was excellent and professional. They have been great to work with. Buffalo New York

Review: NRG sold me a home solar system which they installed. In their emails and agreement, the panels were supposed to produce approximately 90-95% of my home's electricity needs, which would be approximately 1750-1850 Kwh per month. I was supposed to be able to monitor my panels output via an internet application. I have contacted the company on multiple occasions about the internet monitoring and have been told first that the service is NOT available to customers in my area. When I complained, the issue was elevated to a supervisor. There has been no further contact from the company to me in over a month. I have called back to inquire about the monitoring and was told that I AM able to monitor the system over the internet, and they would have someone contact me to set that up. That was over a week ago. Also, the current system output is only about 900 Kwh per month according to the meter outside. The power company is only giving me credit for half that amount as well. Without the promised internet monitoring, it will be difficult to demonstrate where the problem lies. Is the equipment functioning correctly or is the problem with [redacted] Or is there some sort of collusion between the two companies that is cheating me out of my proper energy credit.Desired Settlement: I need the promised internet monitoring application. I need written verification of what the system has produced since it's activation. I need them to resolve why Duke Power is only giving me credit for half of my system's production. If the system is not operating as it was promised, I want a price reduction on the system so that the total cost of the system is covered by the 2015 Federal tax credit, which would be approximately $14,400. I came to this amount because I am only receiving 25-30% of the energy credit I was promised the system can produce, and the Federal credit is either 30% or 35%. This way the company will still receive some payment and will not incur the cost of removing the panels and returning my home to its original condition.

Business

Response:

[redacted] We are acknowledge and are in receipt of your complaint # [redacted] On behalf of NRG Home Solar, I would like to apologize for any inconvenience that this may have caused you. As mentioned in the message that was left for you on 2/29/2016, we are diligently working toward a resolution regarding this matter at hand. Please reach out to me personally with any additional questions or concerns that were not outlined in this complaint. Best,Natalie K[redacted]Customer Care Project Manager[redacted]

Review: I entered into a Solar Panel lease with NRG Solar on Jan 23, 2015. At the time I entered into the lease, I was given an expectation of a typical delivery time frame of 3-4 months for installation active use of service, which would have allowed my solar energy to be functioning within time for the summer. A building permit was not filed with the town of [redacted] buildings department until 2/25/2015. The installation of the solar panels did not occur until June 6, of 2015. And at the time of this writing, I still do not have an active system, as apparently there is an issue with the electrical inspection, which I had to determine and follow up with my self. I exist in a state where I have solar panels on my roof for the last 2 months that are depreciating, but not providing any level of service, and I am not seeing any of the benefits of being a "net energy provider" in the summer months that I had expected when I . In short, I see no end in sight to this project, and have lost all confidence in NRG Energy's ability to deliver despite repeated follow ups and attempts to correct the problem.Desired Settlement: I am looking for NRG Solar to complete the job they contracted to do in an efficient, professional manner. I expect them to assign a full time, senior, capable, experienced project manager to the engagement who will review the status, perform a critical path analysis, and commit to me by a certain date my project will be complete and I can use my system. I have an expectation that I will be provided compensation for the delays from the committed 3-4 month time frame and when the system comes online, particularly given the loss "excess capacity" utilization that would have been available to me in the summer months.

Business

Response:

This matter was resolved on 9/1/15 as one of our technicians walked the customer through the activation process.

Consumer

Response:

[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.]

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,

Review: We agreed to have solar panels installed on our roof in January. In May they were put on our roof a week later the electrical was done On July 31 the wire inspector and a unlicensed electrician finally came out to inspect. The wire inspector signed off on the solar part but not on the electrical part. I have spoken many times with Jenna and Danielle about this matter. The electrician need to come back and do the repairs the inspector stated was not complete. So far the electrician came and took pictures and then nothing. The repairs need to be completed so it can be inspected the meter needs to changed out and only then can the panels be turned on We have waited months with nothing happening no phone call or emails. I either want this project to be completed or the panels taken off my roof and my roof repaired from the panel install . I am hoping hearing from you we can finally get some resultsDesired Settlement: If they can't finish what they started I want the solar panels off my roof and my roof repaired properly

Business

Response:

This matter was resolved as we were able to activate their solar system on 9/24/15.