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.
I have received a check for the difference in contract amount and I am satisfied with the resolution.  I have been assured the 3 month free start up check would be mailed asap.
Regards,
[redacted]

[redacted] NRG Home Solar is in receipt of your complaint, ID # [redacted]As per our conversation that took place on 9/6/16 via phone, we are actively looking into whether or not a call has been placed to you. Upon looking in your system, we have confirmed that your contact information is not...

on record thus far. We are waiting final confirmation from all sales partners and will reach out upon receiving this information.We appreciate your patience and look forward to resolving this matter.Kind Regards,Natalie K[redacted]

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

Revdex.com:
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]...

[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,

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]

Complaint: [redacted]
I am rejecting this response because that response is a bald faced lie! My son was present at the Aug. meeting and he heard the same things I did. The rebate was NEVER represented as a tax credit or that it carried on to the next year. I was told if I owed taxes they would be deducted from the rebate and the rest would be sent to me as a federal tax refund. I was then to send that refund on to the finance company to lower the balance. That was also the first time that I was told I was responsible for coming up with the money to lower it. I never spoke to anyone at NRG about my taxes. I was told my the finance company that I was not eligible for the rebate as I was on a pension and that I should check with my tax person. This whole thing has been one lie after another. If I had known then what I know now, I would never have let these people sell me anything, and in fact did tell them to come get the system off my roof two different times. I can't believe these people did the 49er stadium and didn't get sued for everything they have. I absolutely do not accept what they have said as it is all lies! Also, the so called tax credit will only carry on if the program is still in effect and extended for more time. It is set to end 12/2016. That doesn't sound like 5 years to me.
Regards,
[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].  While I have accepted their offer of a $25 gift card (which I had to order on their site and will now have to wait to receive), I take exception to their comment that the gift card shouldn't have been offered and is only given to their actual customers who do business with them (per my phone discussion with them).  Their representative clearly solicited a meeting at my home (while I shopped at [redacted]) with no strings attached; in return, I was to receive a $25 gift card (with no purchase required).   I don't really consider this matter closed until I receive the gift card.  I would appreciate it if you would keep this matter open until the gift card is received.
Regards,
[redacted]

[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] K[redacted] Customer Care Manager[redacted]

May 9, 2017     Revdex.com Serving New Jersey 1262 Whitehorse-Hamilton Square Road Building A, Suite 202 Hamilton, NJ 0869   Reference: Complaint # [redacted] Customer: [redacted] Lease ID No. [redacted]   To Whom It May Concern,   NRG Community...

Solar respectfully submits the following response to your letter of April 28, 2017 pertaining to [redacted]   Upon receiving this complaint, NRG Community Solar reviewed [redacted] claims.  [redacted] expressed not being aware of signing and accepting a Shared Solar Customer Agreement (“Agreement”) with NRG Community Solar.   On June 13, 2016 [redacted] signed the Shared Solar Customer Agreement and a verification welcome call was performed, during this time [redacted] also verbally agreed to the terms.  Please find the signed customer Agreement.   On April 27, NRG spoke to [redacted] to advise his options to exit the Agreement.  Notice of cancellation was sent to him, it was signed and returned to Community Solar Operations Team.  An email confirmation was sent advising he has been placed on a transfer out list and NRG has begun the transfer out process, which can take a minimum of 2 months, but up to 6 months to complete.  During this time, the customer is responsible for paying the monthly invoices until the replacement customer is approved by the utility company and the transfer process is complete.    We take customer issues seriously, and appreciate the opportunity to respond to [redacted] complaint.   Respectfully submitted,       Community Solar Operations NRG Community Solar [redacted]
Tell us why here...

Complaint: [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,
[redacted] [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 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]

Complaint: [redacted]
I am rejecting this response because:
The calls I am receiving are not the result of "spoofing" I have a New Jersey cell phone number and you representives are trying to sell me solar in NJ not California. When I inform them I do not live in NJ and to take me off the call list they either hang up or tell me that I will be taken off the list, but I never am. don't try to shift blame to scammers for your aggressive sales and marketing tactics. 
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]

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

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.

[redacted] NRG Home Solar is in receipt of your complaint, ID # [redacted] and we sincerely apologize for any inconvenience this may have caused.Please know that NRG Home Solar does place what is called a UCC Fixture Filing on your home. This is covered in section 4.3 of your lease, which...

states the following:4.3 Preservation of Access and Ownership RightsYou grant NRG Home Solar the right to reasonablyaccess the Property for the reasons set forth in thisLease. You further grant us the right to preserve ouraccess and ownership rights of the Solar System. NRGHome Solar may file an appropriate record evidencingour ownership and interest in and to the Solar System inthe appropriate property records where the Property islocated. Please also note that if you are looking to refinance your home, or sell your home, there are releases that can be sent to the escrow company that is working with you on this request.  NRG Home Solar takes complaints such as these very seriously and we would be more than happy to have someone contact you with further explanation & information regarding this matter. Kind Regards,Natalie K[redacted]Customer Care Manager[redacted]

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.

Business Response to a Complaint Complaint ID#: [redacted] Company Name: NRG Home Solar Company Contact: Frank Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: Re: ID #[redacted] To Whom It May Concern, NRG Home Solar respectfully submits the following response to your letter of January 5, 2017 pertaining to Ms. [redacted]’s complaint. Upon receiving this complaint, NRG Home Solar reviewed Ms. [redacted]’s claims. Per our research, NRG Home Solar confirmed that per Ms. [redacted]’s request, we applied the $200 as a credit to her account for her October 21, 2016 statement, instead of sending the amount to her in the form of a gift card. Additionally, we emailed Ms. [redacted] her leasing documentation on October 14, 2016, as requested. However we have attached that documentation to this email for further review. We consider this matter closed.

[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]

Complaint: [redacted]
I am rejecting this response because I have no idea what they intend to do. I am glad that they finally acknowledged that there is a problem.  They say they are working on a solution, so I guess I just have to wait and see what their solution is. As stated, I don't know how I accept something when I don't know what it is.
Regards,
[redacted]