NRG Residential Solar Solutions LLC

[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]

We have resolved this matter with the customer.

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

[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]

We have resolved this matter upon clearing out this customer's attic in order to proceed with our installation on 10/6/2015.

Revdex.com Serving New Jersey 1262 Whitehorse-Hamilton Square Road Building A, Suite 202 Hamilton, NJ 08690  ...

                                Re:         ID #[redacted]   To Whom It May Concern,   NRG Home Solar respectfully submits the following response to your letter of June 13, 2017 pertaining to [redacted] complaint.   Upon receiving this complaint, NRG Home Solar reviewed [redacted] claims.  Based on our investigation, NRG Home has found that, not only has [redacted] not made any payments on her Solar Lease plan, but in effect she is asking for a unilateral reduction on her leasing agreement, which is not an accommodation that we offer as a part of the lease.  Furthermore, the leasing agreement which she signed does not state anywhere that the NRG Home Solar panel system can be removed at any time the customer requests, for any reason and at no cost to the consumer.  NRG Home Solar spoke with [redacted] on July 5, 2017.  During this call we presented her with two options, the first is she can pay the lease up front, at which point once it is paid the panels can then be removed; while the second option is a deferred payment plan, where we can lower the monthly lease payment for 12 months, after which the previously agreed to lease payment amount would be due on a monthly basis.  [redacted] was not amicable to either one of these options.  However, based on the lease agreement she signed, [redacted] does owe us payment for her solar panel system.  If [redacted] would like to discuss either one of the above presented options, we would be willing to work to set them up.  Until then, we consider this matter closed. Please let us know if anything else is needed.   Respectfully submitted,                                                                       ...⇄   Frank S[redacted] NRG Home Solar

[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

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,

[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]

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]

[redacted] I have contacted you on both numbers provided to discuss this matter further. Your signed and executed Solar Power System Lease Agreement is attached for you to review. Please be advised that this agreement was signed electronically, via [redacted] by you on July 20th, 2015, in addition to an Amendment to the Solar Power System Lease Contract, which was also signed by you, on August 08, 2015.Kind Regards,Natalie K[redacted]

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,

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

[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]

Complaint: [redacted]
I am rejecting this response because:
NRG refuses to acknowledge the false and misleading guareentees made by their salesman, who has since left the company because of their selling tactics and misrepresentations.  Our decision to lease was based on falsified information at the initial sales visit.
Regards,
[redacted]

Revdex.com Serving New Jersey 1262 Whitehorse-Hamilton Square Road Building A, Suite 202 Hamilton, NJ 08690  ...

                                Re:         ID [redacted]   To Whom It May Concern,   NRG Home Solar respectfully submits the following response to your letter of March 6, 2017 pertaining to [redacted] complaint.   Upon receiving this complaint, NRG Home Solar reviewed [redacted] claims.  NRG Home Solar spoke with [redacted] on March 14, 2017.  NRG Home Solar reviewed [redacted] invoices with her, and determined that she was not receiving solar credits from the utility company yet based on her production from the solar panel systems, due to the meter being installed incorrectly by the utility company.  [redacted] advised us that the utility company was currently working to get her meter issue corrected.  [redacted] did not have any further concerns with NRG Home Solar.  We consider this matter closed. Please let us know if anything else is needed.   Respectfully submitted,                                               ...⇄ Frank S[redacted] NRG Home Solar Phone: [redacted] Fax: [redacted] Email: [redacted]

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.

July 26, 2017 Revdex.com Serving New Jersey 1262 Whitehorse-Hamilton Square Road Building A, Suite 202 Hamilton, NJ 08690                                   Re:         ID #[redacted]   To Whom It May Concern,   NRG Home Solar respectfully submits the following response to your letter of July 18, 2017 pertaining to [redacted] complaint.   Upon receiving this complaint, NRG Home Solar reviewed [redacted] claims.  NRG Home Solar spoke with [redacted] on July 19, 2017.  During this call we advised that the two previously presented options are the only ones available for her.  NRG Home Solar feels that the previously discussed options are sufficient, and would not be providing any exceptions. Please let us know if anything else is needed.   Respectfully submitted,                                                                       ...⇄   Frank S[redacted] NRG Home Solar

Again, this is not acceptable that you do not take responsibility for the statements made by your salesmen. 
Regards,
[redacted]

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,