NRG Residential Solar Solutions LLC

Complaint: [redacted]
I am rejecting this response because: as of yesterday the call center sales office for NRG informed me that we had not been assign a solar farm and there was no way to tell if or when NRG would  I have been told that an NRG operations person with knowledge would give me a call by today Thursday July 7  in responses back to Natalie whom said thismwoukd benresolved within 30 days    this seems to be entirely in contradiction to any information I have received over my many calls to NRG over the past week.   I hope NRG will respond by phone by somonemwith specific knowledge of my account and NAGs intent and ability to providemelectricity under the net metering terms of the agreement  I am waiting for a call and also information how I can speak to someone at NRG with knowledge of the business and with ability to provide accurate information and know edge of NRGs intent and ability to perform energy delivery services   Regards   charlie
Regards,
[redacted]

[redacted] NRG Home Solar is in receipt of your complaint ID #[redacted] and we sincerely apologize for any inconvenience this may have caused.Upon fielding your complaint, our Community Solar Team has been notified to not only process your cancellation, but to contact you with the cancellation confirmation. I have uploaded this confirmation and attached it to this response, as well.NRG Home Solar is happy to mark this as resolved and consider this matter closed.  Kind Regards,Natalie

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.

[redacted]NRG Home Solar is in receipt of your complaint # [redacted] and we sincerely apologize for any inconvenience this may have caused you. First and foremost we would like to apologize for the expectation of a 3-4 month installation and activation that was initially set up to...

you. Our standard time-frame from sign up to activation is generally 6 months, putting you right on course, however that does not change the expectations that you were set up with. The Certificate of Approval that we applied for in mid January did take longer than the 1 month turn around time that the Township usually provides to us and we had made sure to keep you in the loop throughout the entire process. It did end up being that the Township notified us they sent the documentation to you, the homeowner, on 2/17, instead of us- which also gave us an additional few days of added wait time to your project.  For this, again, we apologize as it was an error that we could not control, but we were sure to keep you abreast of any changes or improvements in your project via phone on 2/17, 2/19 and finally making contact on 3/2.Thankfully the township was able to provide us with a new signed copy on 3/9, to which we were happy to reach out to you with the good news, being that this was the only thing standing in our way to apply to your utility company for activation. Your Interconnect 2 application, (application for activation to your utility), was sent same day, 3/9, and has a turnaround time of 3-4 weeks for approval by [redacted]. This is due to your utility approving applications on a first come, first serve basis.With that being said, your [redacted] has granted us final approval as of 3/22 in order to activate your system and you are set up for remote activation. I apologize for any misinformation that was provided to you to make you feel as though we were submitting our paperwork or following up, as your delays were primarily out of our hands and we take these complaints very seriously. As a sign of good faith, we would like to notify you that your first month of solar will be on us and we hope that you accept this with an understanding that we were always honest with you, our customer.  Based on the information provided in this response, in addition to your utilities approval for activation, NRG Home Solar deems this case resolved. Kind Regards,[redacted] K[redacted]Customer Care Manager[redacted]

Business Response to a Complaint Complaint ID#: [redacted] Company Name: NRG Home Solar Company Contact: Frank S Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response:...

VIA FACSIMILE AND UNITED PARCEL SERVICE 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 December 13, 2016 pertaining to Ms. [redacted]’s complaint. Upon receiving this complaint, NRG Home Solar reviewed Ms. [redacted]’s claims. NRG Home Solar spoke with Ms. [redacted] On December 15, 2016. On this call, we advised Ms. [redacted] that we have awarded the requested 5,000 [redacted] miles to her account as a resolution to her complaint, and it should be reflected on her statement. We consider this matter closed. Respectfully submitted, Frank S NRG Home Solar Phone: ([redacted] Fax: ([redacted] Email: ([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] and accept the resolution.
Regards,
[redacted]

Mr. [redacted]
NRG Home Solar is in receipt of your complaint ID # [redacted] and we sincerely apologize for any inconvenience you may have experienced thus far. We have taken a look into your inquiry and it appears that you have been in contact with a representative from our Customer Care Team as...

recent as June 7th, 2016 and May 20th, 2016. During these calls our representative, Alissa, provided you with a status update on your project and all proper approvals needed in order to activate the solar system. On your June 7th call you were notified that we have officially applied to your utility company. At this time, the permission to operate the system comes from [redacted] and is not something that is in our control. Once we receive this final approval, we will reach out to notify you and activate the solar system. A call has been placed to you with this information, as well as an email including the paperwork that has been sent to your utility company in the event that you would like to reach out to [redacted] NRG Home Solar takes these complaints very seriously and we look forward to the activation of the solar system that has been installed on your home. Kind Regards,[redacted]Customer Care Manager[redacted]

Inspections were failed due to reasons unrelated to the solar install and we are working with the customer to resolve this matter.

Mr. [redacted], NRG Home Solar is in receipt of your Revdex.com Complaint # [redacted] and we sincerely apologize for any inconvenience this may have caused. Customer Care Representative, Danielle [redacted], has been in contact with you to review the status of your project and provide you with further...

insight.  We understand that your system activation has been delayed due to not only an immense increase in project volume, but the length of time in which it takes to review the project as a whole and provide a final sign off for energization. Upon system activation you will be receiving your $1,000.00 as promised, in addition to 4 months free solar due to your delays. Again, we apologize for this delay in your project and we look forward to activating your system! Kind Regards,[redacted]Customer Care Manager[redacted]

[redacted]NRG Home Solar is in receipt of your complaint ID # [redacted] and we sincerely apologize for any inconvenience this may have caused you thus far.Upon looking further into this matter, we are happy to report that we have been in contact with you to discuss this further prior to receiving...

this complaint through the Revdex.com.The conversation with your Concierge Specialist, Joe R[redacted], resulted in NRG Home Solar taking full responsibility for the work requested. Previously during your project review, it was deemed unnecessary to complete a Main Panel Upgrade; however as a sign of good faith and based on the information relayed to you, we will be covering this at no cost to you. We understand your concern prior to completing installation and we thank you for your patience in resolving this matter. NRG Home Solar is pleased to advise that this matter is to be closed as resolved.Please do not hesitate to reach out to your Concierge Specialist with any additional questions or concerns~ 7[redacted] / [redacted]Kind Regards,Natalie K[redacted]Customer Care [email protected]

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

[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]

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 
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]

Hello, Please review the following notes provided by the representative that met with Ms. [redacted] at her home in August when she had initially surfaced this issue:Expectations delivered at the point of sale:1. Our company (NRG Home Solar) would sell her a solar system that would meet her electrical needs and it would be financed by a 3rd party loan provider.2. The loan provider ([redacted]) divides the loan payments into 2 segments; roughly 70% to be paid monthly, and 30% to be paid in full by the date of 18 months post installation.3. 18 months from installation the homeowner will have had the opportunity to file their taxes including the form for the Solar Tax Credit. The 30% tax credit is how most homeowners choose to pay for the 30% portion of the [redacted] loan.4. The tax credit can be recovered for up to 5 years from the year of installation to reach the full 30% credit. Therefore if the entire 30% credit cannot be recovered in the first year after installation they can continue to file and receive the credit on the following years taxes.5. I am not a tax adviser and I also cannot give legal advice so I advised her to consult more than one tax consultant if her usual tax preparer was not familiar with the Solar Tax Credit form.6. [redacted] will send her a monthly production statement showing cumulative charges, however she is not obligated to pay the balance until 1 year from installation. [redacted] calls this end of year bill the "True-Up" statement. This system is called "Net Metering".Other Notes:1. At the time Mrs. [redacted] purchased the solar system the Monthly Electric Minimum Charge was subtracted at the "True-Up" bill. There is no reason to believe this has changed. She will not be charged the Monthly Electric Minimum Charge. She needs to wait for the "True-Up" statement to arrive in April 2016 to see it.2. Before the August 14th meeting she called me saying her tax preparer was not familiar with the Solar Tax Credit. I advised her to seek out another tax consultant who would give her more informed information about the Solar Tax Credit. She was upset but I never heard back whether she talked to another tax preparer.3. The meeting on Aug 14th was made to set up the online monitoring log-in for the solar system. We did also discuss how the tax credit worked and again strongly advised her to consult a tax preparer who was familiar with how the Solar Tax Credit works.

Ms. [redacted], NRG Home Solar is in receipt of your complaint # [redacted] and we sincerely apologize for any inconvenience you may have experienced thus far. The lease provided to you at the time of your initial consultation, as well as the welcome call performed at said consultation, outline...

the terms of your lease and what to expect upon signing, however we would like to provide you with some additional insight: Please pay specific attention to sections 5.3- Ownership of Electricity; Addition Electricity, and Exhibit 4 - Limited Warranty & Performance Guarantee, in addition to Page 14 stating "By signing below, you acknowledge that you have read and understand this lease and its exhibits in their entirety, and that you have received a copy of this lease".Upon looking into this matter further, we have concluded that there is no confirmation of your salesman communicating such information to you regarding solar and your utility company. As outlined in Section 5.3 of your executed lease, "You 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."With regard to your concerns of under production, please review Exhibit 4, sections 1-3 of your executed lease agreement, which outline and explain our Limited Warranty and Production Guarantee. "If, in any period ending on an anniversary of the Production Date, the Actual Power is less than the Guaranteed Power, then within thirty (30) days of the end of the calendar year following the anniversary of the Production Date, we will pay you an amount (the “Performance Credit”) equal to (i) the difference in kWh between the Guaranteed Power and the corresponding Actual Power, multiplied by (ii) $ 0.147, minus (iii) the sum of all prior Performance Credits. This Performance Guarantee terminates upon your purchase of the Solar System in accordance with Section 9 of the Lease or if you are in default as set forth in Section 11.1 of the Lease."We understand that there were necessary repairs that may have caused delays and we worked diligently to resolve these issues in order for you to receive the credits from your utility. Please be advised that your utility company had granted us Permission to Operate your system prior to advising you about your meter pan, which lead to your system being operational on our end. This communication regarding the meter pan did not come directly from the utility to us, as it should have.We are happy to report that the system is currently operating at 94%, which exceeds the guaranteed 90% generation as outlined in your lease, and that we have since been to your residence to address the microinverter that was down. This is now fixed and reporting. Once your [redacted] bills were reviewed, it has been concluded that these do reflect your solar credits, in addition to showing a consumption increase of about 200kwh when compared to your previous bills without solar. This would make the solar benefit less than what we would expect, due to increased usage on the end of the homeowner. System removal is not an option under the terms of your lease and we are unable to acquiesce to this request. If your system is under-performing upon our annual review, you will be issued performance credits as previously stated. NRG Home Solar takes complaints such as these very seriously and we would like the opportunity to refund you for the 2 months lease payments that were made while your utility was not registering your production. Kind Regards,

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

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.

We have made the necessary arrangements to have a crew on site on 12/14/15 in order to address the necessary fixes required to pass the final township inspection at this place of residence.

Business Response to a Complaint Complaint ID#: [redacted] Company Name: NRG Community Solar Company Contact: Frank S Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response:...

December 15, 2016 VIA FACSIMILE AND UNITED PARCEL SERVICE 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 Community Solar respectfully submits the following response to your letter of December 13, 2016 pertaining to Mr. [redacted]’s complaint. Prior to receiving this complaint, NRG Community Solar spoke with Mr. [redacted] on December 6, 2016. During this call, we explained to Mr. [redacted] the instructions to cancel his account with NRG Community Solar. During this call, Mr. [redacted] advised us that he agreed with the instructions. Upon receiving this complaint, NRG Home Solar reviewed Mr. [redacted]’s claims. NRG Community Solar attempted to speak with Mr. [redacted] On December 14, 2016. Unfortunately, we were unable to reach him. Per Mr. [redacted]’s request, NRG Community Solar has begun the process to cancel his account. Should Mr. [redacted] choose to return our call, we will work to resolve any outstanding concerns. Until then, we consider this matter closed. Respectfully submitted, Frank S NRG Community Solar Phone: ([redacted] Fax: ([redacted] Email: ([redacted])

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