NRG Residential Solar Solutions LLC

Mr** *** NRG Home Solar is in receipt of your complaint ID # *** and we sincerely apologize for any inconvenience this may have caused thus far. Upon fielding your complaint, an analysis has been performed to verify the system productionWe are happy to report that the system
installed on your home has consecutively exceeded our estimated generation and is operating in accordance with your lease, (attached)I would also like to make note of section in your lease agreement that states the following: "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 utilityYou 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" We are actively looking into the claims that may or may not have been made by your salesperson and we apologize for any miscommunication or misunderstanding that may have stemmed from your initial appointment. Our Operations & Maintenance Team has been made aware of this matter and, as stated in a call to you this morning, will be reaching out to discuss this further; no later than Friday, 10/14/16. NRG Home Solar takes complaints of this nature very seriously and we will work to resolve as soon as possibleWe apologize for the length of time that has passed in between you reaching out and can only work to ensure this does not happen in the future to you, or any of our valued solar customers. Kind Regards, Natalie

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

Complaint: ***
I am rejecting this response because:
They sent some one out to look at the job about three weeks ago have not heard from them again since. We never had a problem with the building inspector until they put the solar in. Putting the solar in caused the problem. I am at my wits endThishas been going on for almost a year
Regards,
*** ***

May 24, Revdex.com Serving New Jersey Whitehorse-Hamilton Square Road Building A, Suite Hamilton, NJ
Re: ID #*** *** *** To Whom It May Concern, NRG Home Solar respectfully submits the following response to your letter of May 23, pertaining to *** *** complaint Upon receiving this complaint, NRG Home Solar reviewed *** *** claims. NRG Home Solar spoke with *** *** on May 23, 2017. NRG Home Solar advised that the new meter for her system had arrived that day, we apologized for the delay, and explained we would be visiting her residence on May 24, to complete the required installation. *** *** did not have any further concerns with NRG Home Solar. We consider this matter closedPlease let us know if anything else is needed Respectfully submitted, Frank S*** NRG Home Solar Phone: *** *** Fax: *** *** Email: ***

Complaint: ***
I am rejecting this response because: Did not sign agreement. Would like copy off a contractSale person sold system to use with different term
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** *** 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

Complaint: ***
I am rejecting this response because:they sent an email telling us to turn system onHowever I believe the meter needs to be changedWhy did it take this long to email us if it was that simple.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I have aked your company on numerous occasions, most recently Becky, of copies of all documents regarding this lease...especially documents signed at the initial sales meeting which I never received Becky stated she would give me $worth of gift cards which I do not find acceptable I told her to apply this $to the next couple months of the lease
Regards,
*** ***

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

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Re: ID #*** *** *** To Whom It May Concern, NRG Home Solar respectfully submits the following response to your letter of January 6, pertaining to Ms***’s complaint Upon receiving this second response rejection, NRG Home Solar reviewed Ms***’s claims. NRG Home Solar disagrees with the claims which Ms*** has made. Per our leasing agreements and the terms of service, Ms*** agreed to lease our solar panel system, which has monthly payments required for the system, specifically section 2.1(b) of the NRG Home Solar Lease Agreement indicates the customer is responsible for monthly lease payments. Our lease agreements and terms of service do not state at any point that our solar panel system will cover 100% of a customer’s usage on a given month, and further more they do not state that our solar panel system will eliminate the regular monthly invoice from the customer’s local utility company. An internal review was conducted on the solar panel system, and the results indicate that it is producing energy, and her overall usage is less in comparison to not having the system installed at her residence. While we are not pleased that our customer is unsatisfied, ultimately she agreed to a contract which remains valid. We consider this matter closed. Respectfully submitted, Frank S NRG Home Solar Phone: *** *** Fax: *** *** Email: (***)

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

*** *** It was pleasure to speak with you this afternoon regarding your case ID #*** 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 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 youPlease follow the below steps if this does continue.If 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 *** 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***Customer Care Manager***

*** *** NRG Home Solar is in receipt of your Revdex.com Case # *** 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
possible. Customer Care Representative, *** 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,*** K***Customer Care Manager***
***

Business Response to a Complaint Complaint ID#: *** Company Name: NRG Home Solar Company Contact: Frank S Company Phone: *** Company Email: *** Person Who Sent the Complaint: *** *** Staff Member: Response: VIA
FACSIMILE AND UNITED PARCEL SERVICE Revdex.com Serving New Jersey Whitehorse-Hamilton Square Road Building A, Suite Hamilton, NJ Re: ID #*** *** *** To Whom it May Concern, NRG Home Solar respectfully submits the following response to your letter of December 13, pertaining to Mr***’s complaintUpon receiving this complaint, NRG Home Solar reviewed Mr***’s claimsNRG Home Solar spoke with Mr*** On December 15, On this call, we advised Mr*** that as an exception, we would be sending him a gift card in the amount of $as a resolution to his complaintWe consider this matter closedRespectfully submitted, Frank S NRG Home Solar Phone: (*** *** Fax: (*** *** Email: (***)

Re: ID #*** *** *** To Whom It May Concern, NRG Home Solar respectfully submits the following response to your letter of January 11, pertaining to Ms***’s complaint Upon receiving this second response rejection, NRG Home Solar reviewed Ms***’s claims. NRG Home Solar disagrees with the claims which Ms*** has made. While we are not pleased that our customer is unsatisfied, we do not agree that she was deceived by NRG Home Solar, and we stand by the terms of the lease that was signed. We consider this matter closed. Respectfully submitted, Frank S NRG Home Solar Phone: *** *** Fax: *** *** Email: (***) Tell us why here

Complaint: ***
I am rejecting this response because: I believe what we have here is a failure to communicate. I will start by saying that my account is paid through August 2017. I made multiple calls and wrote several emails while trying to understand what the misunderstanding was. Every person I spoke with could not really help and would tell me that they would have their supervisor call me. These calls I never receivedI probably took months to determine it was contractual issue and I was withholding payment awaiting resolution Finally someone sent me a copy of the contract. As I said in my original complaint, it was certainly my failure to believe that which the sales person told me vsthe contract. I found your sales person to be unscrupulous. I finally received a call from last week from a service agent I had spoken to in the past. At that time I asked him if there was a possibility that I could re-negotiate the monthly rental fee. And he said he would have his manager call me. My first notification that this message had been received there was no return call from a manager. While I realize that NRG has no obligation to do this, I am now on a fixed income and this was stretching my finances beyond me expectations. I am terribly disappointed that I was never able to speak with someone from management all these many months. Before retiring, I worked in executive management and when someone asked to speak with a decision maker. I promptly returned their call. The issue was not always resolved to their satisfaction, but at least I extended them the courtesy of returning their call.I see your signs everywhere and always wonder if when requested other customers received return calls. Additionally, the tone of your response was pretty gruff- I could feel your frustration through your defensiveness. It used to be " the customer was right" but with NRG it seems the customer is of no consequence once the deal is confirmed.Thank you for your response through the Revdex.com-
Regards,
*** ***

*** ***NRG Home Solar is in receipt of your complaint ID # *** 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 months.This 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***Customer Care Manager***