NRG Home Solar

Review: I signed up to have solar panels installed on my home last October 2014 and agreed to a design of 6.63 kw in February 2015. The solar panels were installed in May 2015 but they didn't follow up to get them up and running. I had to call multiple times over six months about the process. They never call back and use an answering service to take calls. November 5, 2015 [redacted] came and installed a meter to connect. [redacted] sent me an e-mail saying I can now connect the 5.59 kw system. I called and e-mailed NRG asking to explain the difference in size of system and got answering service and no e-mail response. I also asked to be e-mailed the application [redacted] said that they received. have not seen that either.Desired Settlement: I want the solar panels to be up and running at the amount I am going to be charged for. The system I am paying for is 6.63kw not 5.59kw. If the system is 5.59kw then the amount of payment needs to reflect that. I would appreciate the company provide better customer service in explaining process and finishing the job.

Business

Response:

We have resolved this matter by activating the solar system on 11/7/15.

Review: I signed a contract with NRG Solar in 03/2014 I was told the new system will be up and running within 3 to 4 months the system was not installed until 02/2015 at that time I was told the system would be up and running within a couple of weeks well here we are still waiting 06/09/2015 They do not return my calls and when I do speak with them its the same old story that they are waiting for paper work from headquarters, This has been 15 months so far with no end in sight Please help. My name is [redacted]Desired Settlement: To have this up and running and complete

Business

Response:

We have been in contact with this customer and are working to resolve this matter as soon as possible.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This is exactly what I have been told for over ONE YEAR now, I'll believe it when I see it...

Regards,

Business

Response:

Interconnection application has been sent to UI for Permission to Operate system as of 7/16/2014. Upon receiving PTO, customer will be contacted to activate.

Review: Panels installed on top of my roof since Feb 18, 2015 and never turn on. Everything is done no city inspector inspected the work. please help me June 18 will four months since the original installation and each I called they kept telling someone will get back to me and they all give me a story.

PLEASE PLEASE HELP ME WITH NRG if they don't want to turn in on they can remove the panels on top of my roof.Desired Settlement: Stop their advertising on TV it drive me nuts because they don't deliver their promise. The sale person was great he did his part but after there is nothing he can do help me out as a matter of fact the company told him that he is in sale stay out of.

Business

Response:

We are actively working to resolve this matter and have been in contact with the customer to communicate the current status of their project.

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] N.B please take any action necessary to help solve this issue it is too stressful I spoke with customer service in Huston TX last night again even the rep don't know what to tell me because he can't comprehend it either.

Review: May 19, 2015 NRG installed 32 solar energy panels on our residence. As of todays date, we still do not have a formal approval to operate the system. In July, we discovered the panels were damaged and had to be replaced. The system was manually shut off by NRG in August bc we did not have approval to use the system. All of the necessary steps have been taken to secure approval. The ball lies in NRG's court with little resolution. Lots of conversation, but no resolution. There is not project manager to oversee the project. You call customer service with nothing but lip service. We are being held hostage by this company. We have entered into a 20 year lease with this company and if this is how we are treated in the beginning of the process, what will it look like if there is a major problem, 3 years from now? The staff are completely incompetent and illiterate. My husband wants the panels removed from our roof, but we can't seem to find an NRG representative to speak with. We don't even know who to send a letter to from our attorney. Did I mention we are being held hostage by these panels? There is nothing we can do to move this along. There is no one to speak with that can resolve our issuesand here's the best part.all NRG has to do is contact their contract employee, enphase to give them the approval to turn our system on and soak up what is left of the summer's sun.Desired Settlement: Turn the system on pleasenot a conversation. Not lip service. Have [redacted] turn the system on bc as far as we are concerned, the system is ready to go and approved.

Business

Response:

This matter was resolved on 9/10/15 as we were able to activate their solar system.

Review: We signed a contract to lease solar panels on our home in July of 2012. The panels were installed on the roof in July of 2012. To date we have not been approved to go online with the power company. The installer was a third party called [redacted] out of Wall NJ. They were an authorized contractor of NRG. NRG is blaming [redacted] and [redacted] is blaming NRG. To date we have not gotten a resolution and due to the panels already installed but not able to be used, we have no way of doing anything. We cant even go to a competitor.Desired Settlement: Either turn the panels on or remove them so we can have a reputable company install the panels as we requested.

Business

Response:

We have contacted this customer in order to resolve this matter.

Consumer

Response:

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, 2015 7:27 AM To: [redacted] Subject: ID 10611011. 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,

Business

Response:

Per our lease, the conditions of installation must be met before we interconnect and that is the reason for the delay here. Our action moving forward will be to do our best in the most timely manner we can, to get whatever approvals we need done and get the system interconnected.

Consumer

Response:

Review: [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,

Review: Ever since we have had the solar panels put on to our house our power keeps shutting off and it trips the breaker circuit. I have had my house trip multiply times a day and this has been going on for a few months now. I have never had any issues like this before these panels! I have called over 25 times to the company expressing that this is wrong and is putting my family in danger and that a fire could start in the walls if I keep reseting it but yet still not one call back, also they seemed not one bit concerned to fix it or about my familys well being!! Not only has the power continuosly shut off we have lost cable in 2 of the rooms which worked fine before. Finally not only will anyone return a call when I have called over 25 times in almost a month but they still manged to find the time to email a bill when it was suppose to be sent paper not electronicly also I have recieved a bill from national grid so with the 2 bills together it totals over $150.00 I would love to know where the savings are. also I have got many different stories from the many different people I have spoken with. I have had my house trip daily 4 times one day 3 another this is rediculous! I can not believe a company would treat its customers in this fashion!Desired Settlement: I would like to be let out of our contract!!!! they have failed to hold up there end and I can not continue to have this fire hazard because of this my house could catch fire inside of the walls because of my house tripping. And to be frank Im done putting my family's lifes at stake because they will not return a phone call and send someone out to fix this!

Business

Response:

The matter was resolved as we had an electrician speak to the customer about the issue and also sent our technicians to the residence on 9/25/15.

Review: I contracted with Nrg for solar power in May 2015. I was told that it would take a few months and there were several steps to go through . It has been seven moths and no solar power. The problems are with customer service and communication internally As of today I have placed 31 phone calls to customer service. I have been told that the installer would be here next week when the were on my roof, that they were waiting final approval from Texas when the municipal inspections had not been completed, that there was a problem the diagram, that they could not reach the installers,(installer said he had a phone on his belt) The couldn't reach the municipality to make an appointment.(I called and got an appointment immediately). I was sent an online survey which I filled out very negatively, never heard from the company. I have told several potential customers to find another company. Finally I reach an Allisa Marketing Manager for New Jersey. She gave me excuses not answers. Since our initial conversation I have called her 3 times with out a call back.I have been told that the worst part is getting the electric company to switch me over could take quite some time. Somewhere along the line I was told that I would be credited $233.86. Not nearly enough for my aggravation. Talking with different installers they tell me they hear these complaints about customer service a lot.Desired Settlement: Please get this resolved. Also 2 moths credit is not acceptable at this point.

Business

Response:

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,

Review: I sold my home at [redacted] in [redacted] I was leasing a solar electrical system from NRG home solar. Upon the sale of my home, the lease was successfully transferred to the new owner of the property. NRG then took an additional payment after the sale of the home. I contacted them and was told they would be returning the funds to my account by that Thursday, their words,. This was approximately 2 1/2months ago. I contacted them again this last week and the initial agent told me they would take care of it soon. I then received a call from a different agent who told me they would not be returning my money. Their recommendation was that I try to get the money from the people who purchased our property. I asked them why I would have to do that as the buyer of my home wasn't the one who took my money. I could understand if there was a couple of days overlap that they may need to prorate my reimbursement, but no they just took my money and don't intend on returning any of it. I feel they have taken my money illegally for services not rendered. This was set up on an autopay system and the funds should have been returned when they were informed they took the money wrongfully.Desired Settlement: I would like to have my money returned in the amount of $94.37. I would also like an apology for my inconvenience.

Business

Response:

We have resolved this matter with the customer.

Consumer

Response:

Review: [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,

Business

Response:

Compensation is currently in transit via [redacted] Please utilize the tracking feature on their website, the tracking number being [redacted]

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 invited a representative from Roof Solar Diagnostics into our home to discuss the option of solar panels for our roof. He told us that we were perfect candidates for solar. He ran some figures through his tablet and told us that we would pay $68.00 a month for the first year, with a 3% increase every year for the next 20 years. He said that we would have to buy power from our current provider if we did not generate enough, but this was guaranteed not to happen often. He told us that the list was long and that if we wanted to get on, we would have to sign up right away. We signed something on his tablet that we never got a copy of. We never heard from him again. Approximately 6 months later, the first week of July someone calls to set up delivery of solar panels a couple of technicians show up and start working on setting up the solar panels. The following day a crew shows up. After 3 days the set up is complete and all the panels are on the roof (35), but not hooked up. The techs made a huge mess, had to be asked to clean up, which they did minimally. They ripped shingles on the roof and left wires and clamps behind. Apparently, the did not hook it up to the monitoring system, because a month later showed up out of the blue to hook it up. I was leaving and could not accommodate them. In October, it was supposedly turned on. In December an new tech came in and hooked it up to the monitoring system. In January, we got a final inspection. We are now paying a NYSEG electric bill or over $100 AND a solar bill of $68.00. Our electric bill was not this high prior to getting solar panels. We were told we would save money and only pay a minimal delivery fee from NYSEG ($65 this month). I have made countless calls to both NRG. Representatives have not had any answers and some have been rude. I have been promised a phone call in 3-5 business days, with not return call more times than I can count. I feel like we have been scammed into solar!Desired Settlement: I would like to receive the services the salesman guaranteed to myself and my husband. We were promised a huge savings and are actually paying 2 electric bills at double/triple what we were paying prior to solar panel installation.

Business

Response:

We have reached out to the [redacted] to open a dialogue and evaluate their billing history as well as their solar system production numbers.We have sent an email to the address on file at [redacted] and left a voice mail with my contact information on the phone number associated with their account.Once we connect with the customer we will research and update here with our findings so that we may close out the complaint with positive results.

Consumer

Response:

[redacted]

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,

Can't get a response other than someone will contact me later; two weeks and still no response; systems appears to be producing as advertised and craftsmanship looks good, just needs some customer service!

Review: We had solar panels installed on our roof in January, 2015. The panels have not been "powered up". We called NRG numerous times and got many different reasons. We were told we had to call PSE&G. We called them and were told that NRG never paid the filing fee required. We called NRG back and they said it was not their problem that PSE&G was holding them up. We asked to speak to a supervisor and was told one would call us back. No one ever called. We have spoken to a representative numerous times but never received satisfaction. I don't think it is our responsibility to resolve the issues between NRG and PSE&G. We want the panels removed from our house since it seems this issue will never be resolved.Desired Settlement: If the solar panels are not powered on by July 1, 2015 we want them removed.

Business

Response:

We have resolved this matter with the customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:they sent an email telling us to turn system on. However I believe the meter needs to be changed. Why did it take this long to email us if it was that simple.

Regards,