Vision Solar, LLC

Ion Solar cannot speak on behalf of Mosaic in regard to logged notes, only what Mosaic representatives have communicatedIt may very be well that communication has taken placeThe lack of communication mentioned, was in regard to Ion Solar not having any notation of contract disputes, but also does not mean it hasn't happened, just that no logged communication can be found or that was documentedIon Solar would like to assist, and would like to do so by setting up a conference call with the customer's legal counsel and MosaicIon Solar will attempt to reach out to set this up immediately

The signed contract is attached for your referenceWe apologize for any miscommunication

Vision Solar will replace the customer's one damaged panelVision Solar cannot cover the cost of lifting and replacing the system in order for the roof to be replaced, in the event the customer and homeowner's insurance decides to have this done.Vision Solar has passed all inspections and received Permission To Operate from the utility company, CPS, so the system is completed Thanks

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 meAlthough the solar system on my house is not in operation, Vision Solar has made every effort to clarify the issues with me and to expedite service Unfortunately, the bureaucracy of the power company has made them contend with petty issues such as "logs" which are better described as a few sticks, and "uneven standing surface" which is pure exaggeration Clearly, Nevada Power is unnecessarily delaying the completion of this project It is fair to say that my complaint is directed at the wrong company I am satisfied that Vision Solar will continue with their communications and efforts to complete installation and provide solar energy service to my home Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Does not meet the error of a fraudulent assessment of the landscape, solar production, and the lack of customer support since this issue has carried on since notified last October 2016.Does not resolve the drop of over 20% loss of production as projected and promised in the contracts.Company is already paid by the third party so they feel they have no responsibility for their mistakes A judge will have to decide.Bottom line, the error of ION Solar and Vision Solar LLCis not fixed nor does ION/Vision Solar LLCtake accountability for the severe lack of service after signing the contractPanels are not producing and were placed on a roof that clearly needed replacing Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: My attorney [redacted] with Weeks and Irvine is in contact with them without resultYou should have notation of this in your file for your reference as your response to my initial complaint sounds like I have not been in touch at all, and I have, through email and by phone with Clifton Lewis in collections at Solar MosaicSince that time and as of a few weeks ago, my attorney has been communicating on my behalfPlease update your file immediately and let's work together for resolutionThey need to come to a settlement ASAP as I am at risk of losing my home due to your non disclosure of a lien on my homePlease do not take this lightlyTime is of the essence Sincerely, [redacted]

To whom it may concern,We can identify two particular issues identified in the customer's complaint.1) The customer is concerned their solar system is not currently running. 2) The customer was under the impression the solar system was eligible for purchase immediately.In regard to the first... issue, after the installation of the solar panels takes place we must receive the approval of an inspection from the local municipality. After this we submit the city inspection documentation to the local utility company. The local utility company receives the application and municipal inspection card, it then processes that paperwork and any incentive applications and requests additional signatures from the owner of the system and host party. It will then conduct a program incentive inspection in addition to another technical inspection. After the inspections are approved, we receive Permission To Operate from the utility company and can then turn the system on. We received Permission To Operate on 11/9/2015. The solar system was then turned on and is now currently operating and functioning.Regarding the second issue, according to Sunnova's instructions, the customer has the ability to prepay the balance of the system, but will not become the actual owner until after five years have passed. Our records indicate that the prepayment of the balance of the system was explained to the customer by the energy advisor. The customer has signed a Power Purchase Agreement indicating the terms of the contract including the circumstances underlying prepayment and ownership of the system. The contract states:9. Purchasing the System Prior to the End of the Term. In addition to purchasing the System at the end of the Term (see Schedule A), you have the option to purchase the System prior to the end of the Term. To exercise this option you must be in good standing under this Power Purchase Agreement and you need to give us at least one (1) month’s, but not more than three (3) months’ prior written notice. You can purchase this System: (i) on the five (5) year anniversary of the beginning of the Term and every annual anniversary after the five (5) year anniversary; and (ii) at any time after the five (5) year anniversary of the beginning of the Term, when you sell your Home; and (iii) if Sunnova ever ceases its operations. In each of (i), (ii) and (iii) above, the price you will pay for the System will be the greater of the System’s fair market value (“FMV”) and the amount shown on Schedule A. The interests of any financing party shall not be taken into account when determining the FMV; a third party independent appraiser will be retained to compute the System’s FMV. Sunnova’s maintenance and repair obligations will end when you purchase the System unless you enter into a new maintenance and repair agreement with Sunnova, provided that you will have no less than a ten (10) year warranty on the System beginning on the Interconnection Date that guarantees that the System will be free from defects in workmanship or defects in, or breakdown of, materials or components.Thanks

Vision Solar / [redacted] Style Definitions */ To Whom It May Concern: The customer has stated they have waited a long time for the solar process to be completed through Vision Solar and the utility company The contract was signed on January 29, After completing a CAD design and going through the local jurisdiction’s permitting process, Vision Solar completed the installation on April 22nd, After the installation was completed, the final inspection process beganThere was an initial rejection on April 27th due to the city inspector requiring a $Electrical Service Panel Change feeThis was needed to solve the issue with the main service panel voltage being not where it should be to handle the solar installation and its electrical output This requires a complete overhaul of the electrical panel of the home, a major upgrade to the home A Temporary Disconnect/Reconnect application was required to handle the major electrical upgradeThat application was filled out and turned into Nevada EnergyNevada Energy set the Main Service Panel upgrade date for May 29thAccess issues and failed attempts to contact the customer resulted in the job being completed June 1st After the work is completed, the updated plans must be sent and approved by the local jurisdictionThe revised plans were sent to filing June 18th Vision Solar is dependent on the local jurisdiction’s approval before they could complete a re-inspection Revision was approved July 13thRe-inspected August 18th and rejected for no physical proof of permit for Main Electrical Panel Change out as well as no record of inspections for the 125amp to a 200amp upgrade Problem solved August 28th where the permit was stamped and approved by the cityAttempts to reschedule with the customer were made from August 31st to September 2nd Customer called in on September 3rd to confirm inspection for September 10th Inspection passed September 11th and Vision Solar filed to Nevada Energy for their utility inspection and meter placement to be completed Vision Solar was unable to upload documents and Nevada Energy was notified September 25thResponse received September 30th that it had been confirmed for inspection and meter placement At this point Vision Solar is at the mercy of the utility inspection process, with lack of clear visibility of the utility inspection queueA reminder email was sent to Nevada Energy October 23rd asking for an update on this accountA failed inspection notification was received November 2nd A dialogue ensued between Vision and Nevada requesting information as to why the inspection had not passedResponse and clarification from Nevada Energy was not received until December 1st Vision completed the necessary fix and re submitted for inspection December 9thNevada confirmed that it was in queue December 14th to go through their inspection process An additional failure notification was received January 5th for an “uneven standing surface,” where the homeowner had placed artificial grass, as well as logs of woodVision Solar has not been able to verify whether this rule exists or not, nor has Nevada Energy provided information about this type of failureRegardless, the issue was resolved has since been completed and re-submitted for utility inspection Vision Solar has been aware of every step of the process The installation of a solar system is a complex process that runs through multiple third parties rendering the customer and Vision Solar dependent on those third parties to do their job efficiently in order for the system to be completed Vision Solar has made it a priority to be efficient and accurate in all steps that require our actionFor the remainder of the process Vision is actively following up with the necessary parties to have this system completed and turned on as soon as possible Vision Solar will make sure to communicate all issues to the customer to help receive the necessary permission to operate

Yes I did sign that paperIn that paper its says that I will be saving money a month and the sales person Michelle said that she was going to get me a lower rate but that she needed my sce billIt took me a while to get this bill mean while vision solar was already getting permits and sending people to my house to do the layout or something like thatThen I began to check myself the suppose saving and notice that I was gonna be paying more than I do nowI called MichelleShe told me that she was not able to get me a lower rateI told her that I wanted to cancel because I was gonna be paying more, that's when she began to convince meWhat she needed to do was respect my decisionSo finally conviced meAgain after thinking everything through I decided that it wasn't the right thing for my family but this time It took me some days to call MichelleI really didn't want to put up with the talking me into it againFinally I called her and told her and again she tr to convince me, but this time I just stuck to nononoWhy do make someone sign papers when the saving estimate is not right? Why do you start wasting money on permits when customer doesn't qualify for any saving? Also I never told Michelle that I wanted to stay on the care to the last minuteShe made that upShe said that they would not be able to keep going if I stood on the Care program I told her that I didn't want to be stuck with this solar package because I was thinking of selling my house in the near future and she insisted In trying to keep me with solarThey need to train there salespersons to respect the customers decisions Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

To Whom It May Concern,Ion Solar apologizes that the customer could not find a resolution yet. Ion Solar does not have any logged calls or messages from Ms. [redacted] in regard to this contract dispute or any other disputes recently, otherwise an amicable solution could have been sought after right... away. Ion Solar does not have a direct contract with Ms. [redacted] in regards to a lien on the home, the financial partner Mosaic does. Mosaic should be able to rectify the situation right away by managing the lien in a method that allows the customer to not have any issues selling her home. Ion Solar has reached out to Ms. [redacted] , and left a voicemail due not being able to get a hold of her, to inform her she simply needs to contact Mosaic to have them manage the lien. Ion Solar has reached out to Mosaic as well, and Mosaic has stated they have not receive a complaint or communication from the customer in regard to any lien or contract dispute, but that if Ms. [redacted] calls Mosaic they can help assist her.

To whom it may concern,The customer's permit was filed on August 21, and approved for pickup on September 9, HOA approval was received shortly thereafter. Vision Solar submitted for CPS approval which was approved on September 14, Once everything has been submitted to CPS,
Vision Solar has days before resubmission is required required to resubmit for approval. Customer had their Solar Panel installation start on October 1, On October 23, 2015, Vision was notified that this customer needed to have a Main Service Panel Upgrade to complete jurisdictional inspection.Within this time, Vision was waiting for CPS to give a timeline of when CPS could go out to this customers home to do the TDR (Temporary Disconnect Reconnect), which can take up to weeksVision contacted CPS several times regarding this trying to move it along faster, as did the customerVision received a timeline that was around February 11, 2016, which was correct as it took place on that day. Once the TDR had been completed, Vision would be able to move forward with the City's Final Inspection after a permit revision was filed showing what had been installed. Vision received the approved permit revision on March 30, On April 6, city inspection passed, and Vision submitted for the Utility Company (CPS) inspection The customer has been receiving updates throughout this process and has been aware of what's going on with his accountVision called to update customer on his account on April 7, and he mentioned that there is a hole on his roof that needs to be patched upVision let him know that Vision would schedule this as soon as possible to be fixedThe hole in his roof was fixed on April 12, 2016. On April 13, 2016, Vision spoke with the customer and customer explained his concerns regarding the hail storm in Texas and that he was concerned about his solar panels being damagedVision let him know that we would first need him to contact his Homeowners Insurance to give him a quote on this and that if the insurance company desired, Vision would be able to assess the damage and fix the damage if the home owner's insurance company accepted Vision as the contractor they desired to fix the system.The contract's provision reads:Warranty Period; Guaranty PeriodFor purposes hereof, the term “Warranty Period” shall mean a period of fifteen (15) years from Final Completion of Customer’s PVSystem and the term “Guaranty Period” shall mean a period of fifteen years (15) from Final Completion of Customer’s PV System;notwithstanding the foregoing: (i) if Customer’s loan used to finance its PV System is terminated because of Customer’s earlysatisfaction of the loan within the first sixty (60) months, then the Warranty Period and Guaranty Period shall terminate upon suchearly satisfaction of the loan; and (ii) if Customer sells the property and the new homeowner does not assume the loan, then theWarranty Period and Guaranty Period shall terminate upon sale of property.Warranty and Guaranty ExclusionsThe Warranty and Guaranty obligations do not extend to:(a) Damage, malfunction or degradation of electrical output caused by or resulting from:iCustomer’s failure to properly operate or maintain the PV System in accordance with the printed instructions;iiAny repair, replacement, modification, enhancement or reinstallation of the PV System or any part thereof using a part orservice not provided or authorized by Contractor;iiiAn accident, alteration, negligence, vandalism or other misconduct by Customer, subsequent owner or any third party,including, but not limited to, damage from golf balls;ivEarthquake, fire, flood or other acts of God;vDamage from pests or rodents; orviSnow covering or a snow load damaging the PV System.Vision is currently waiting for CPS to give Vision a date for the completion of the Commissioning inspectionOnce the Commissioning is approved, Vision will turn on the customer's system

Thank you for the feedbackWe apologize for the confusionIt is never our intention to force anyoneto sign a contractWhen we receive signed documentation we see that as a green light to move forward with the projectWe apologize that you feel that this was a negative experienceWe will
not have anyone reach outto you again, and we will also waive the $feePlease let us know if we can do anything else. Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***If my solar panel is not replaced by Vision Solar (at their expense) in a reasonable about of time and I find that their resolution is non-satisfactory to me, then I will submit another complaintIf Vision Solar takes excessive amount of time to removed and re-install my current solar system to allow for proper replacement of my entire roof, then I will submit another complaintI am less than satisfied with their response, however I have been waiting days for my system to be turned on (times longer than the average installation)So its either I wait even longer or accept their less than satisfactory resolution.
Sincerely,
*** ***

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
However, the comment from the business is wrong. When I was first contacted by ehome earlier in the month, I let them know of the specific type of roof we had. When I was contacted the second time, I also reiterated the roofing type. On the 26th, Tyrece, the salesperson who called to go over the presentation and have me sign the contracts assured me several times that the engineering department had put together the proposal and that there would be no problem with the installation. The price reflected the type of roof we have. Since the company supposedly records the calls, they can verify my story. To say they only found out about the roof on the 27th is a sign of gross incompetence or they are lying
Sincerely,
*** ***

To Whom It May Concern: Below is the documented timeline, the system has been turned on and the process has been completed. LOI Signed on 7-28/2016Install was scheduled for 9/21/But the install wasn't finished due to the MSP being too small for the needed electrical
changesIt was determined that the panel needed to be swapped out for a larger one. 10/5/2016-Customer called in due to having concerns about the location of the panels.It was decided that we need to re-design the location of the panels to be better for the customer. 10/12/2016-After communicating back and forth with the customer it was decided that we would move the panels back to where they needed to be originallyThis fix of the panel relocation was scheduled for 10/19/It was also decided on that same day, there would be a meter replacement from SCE&G. 10/25/2016-It was decided by SCE&G that the customer would need to be in charge of replacing the meter and not themAnd, the panel relocation was re-scheduled for 10/28/due to another installation taking too longCustomer was notified of both of those changes. 11/8/2016-Customer called in concerned about the design and it having a different offset than the original one that they validated on August 15th, He is requesting that his design have the 101% offset that was originally proposed to him. 11/23/2016-It was decided that to fix the offset to be what the customer requested then we needed to add more panels, and so the change order process began this day as well. 11/28/2016-New Utility documents were sent out to the customer that reflected the change in system size. 11/29/2016: Following email was received from *** ***. -"MrsImogene A*** called me on Friday to ask me about Solar VisionI asked her how she had received my phone number and she let me know that she had received it from your company in an email with my personal informationHow did this happen? I have never spoken with/heard of MrsA***It seems that at every turn there are problems with my family trying to work with Solar VisionNot sure where to go from hereI would like for you to see the email that I have attached which was sent to me from MrsA***. -*** ***" -MrsA*** was another customer of ours from TexasIt was unknown how the DocuSign was sent to this customer instead of the *** family. -RESOLUTION to the problem: Email sent to the customer to apologize for sending her personal information to the wrong customerThe customer was also sent a Nest thermostat, that values at $dollars to make up for the miscommunication.It was also determined that we would be able to move the panels around but in order to add more panels to the system, the customer would have to pay for the requested panels 1/17/2017-Relocation of the panels was completed by our crewThey were able to put the panels were the customer requested and connect the rest of the system. 2/10/2017-City inspection was scheduled for 2/10/Inspector requested that he needed to be emailed a copy of the engineer letter and the collateral load on it with the electrical diagramWhich was emailed to him that dayThe customer passed their inspection and so it was passed on the SCE&G to do their utility inspection. 2/21/2017-Customer failed their SCE&G inspection due to equipment issues and the mast not being attached to the houseFix was scheduled for 2/24/2017. 2/24/2017-There was a miscommunication with the techs who believed that we needed to do a TDR to replace the meter and that it was the only way of doing the fixAfter we had our master electricians look at the pictures of the electrical work it was determined that we could do a line-side tap insteadThat was communicated to the customer and the fix was scheduled for 3/1/2017.3/2/2017-Our project manager reached out to the customer and discovered that SCE&G had placed the meter and so their system is now on and producing. 3/1/2017-Fix was completed and a cell chip, which allows the customers monitoring system to always be connected to the internet, was installedA check of $dollars was also sent out to the customer's home to reimburse them for the difficulty of the process 3/2/SCE&G reinspects and places their meter3/3/2017-Called the customer and confirmed the meter was placed and the system was turned on. Thanks

Complaint: ***
I am rejecting this response because:Yes I signed and yes I know I will have to pay this, but I want people to know the slimey way they do business by telling you one thing and having you sign another, no in the pages I didn't catch this but was reassured repeatedly by phone and in person that this was not the case, it my bad for trusting this company and what they were telling meI know several people who were swindled in the same way by these solar companiesIt's just two bad that your into the situation almost months before you even realize you were swindledAt this point I'm a voice for the people who have been screwed over.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: As was said in my complaint and was addressed in your response the system failed due to incorrect wiring ( corrected) and also due to not meeting drawings and code ( pv cut off must be by Pv meter) they know they did not meet their own cad drawings and yet did not apply for varianceSecond they did as alleged in my complaint and also verified in their response fail to obtain a variance letter before third inspection despite telling me on multiple occasions they were working on and had done such ( this was a direct lie) We are now a month out from that point and they continue to fail to understand what is needed to pass that CPS inspectionAs for the roof I think even in a busy time since they were notified of the problem on Jun of the problem they have had ample time to get repairs madeI realize this was an outside contractor but they hired them and are now responsible for the repairThier response had not addressed any problems and concerns and underlines the constant and consistent misleading tactics they have employed
Sincerely,
*** ***

Hello, The customer's loan with a third party financial institution is designed to require a thirty percent down payment on the system months from installationThis can be paid out of pocket, or they may be able to use federal tax credits filed for with their income tax return,
depending on the customer's tax liabilityUpon the customer signing his/her contract, a validation call is completed to go over the terms of the loan, and address questions not answered during the sales processOn this call, a statement is read stating that customers may qualify for renewable energy tax credits, but based on one's personal tax situation, this does not always produce a refundThis call was completed with this customer on 11/17/2017, and the customer stated she did not have further questions about this before the call was completedThis notified the customer how the loan is structured, and the term of the contract made clearVision/Ion Solar does not hold liability for the loan the customer signed, and was validated for good faith afterward. Vision/Ion Solar does not guarantee customers that they will qualify for any tax credits, as we are neither qualified or able to audit our customer's personal tax situationsWe apologize for any confusion or miscommunication in this matterAt this juncture, the best solution would be to communicate with the financial institution to see if refinancing would be available re-amortizing the short term loan into the long term loan. Best, Ion Solar

The following message was sent to the customer today:[redacted],I have had our Operations Manager, Micah R[redacted], and our Director of Field Operations, Garrett S[redacted], look at the original site survey photos of your roof. Both have stated that the roof was in good enough condition to install solar panels on without concern. When evaluating the quality of the roof, our focus is the structural integrity of the trusses/rafters, since that's the part of the roof that supports the panels. Only the shingles around the penetrations of the racking into the roof are covered by our 10-year workmanship warranty, but no other shingles on the roof are covered by our contract. As I mentioned, if you would like to replace your shingles, now or in the future, we will come out and remove the solar panels temporarily and then replace them once the shingles have been replaced. This is a company policy that we have, and we are willing to complete at a discounted price for you. Again, I'd even be happy to help you find a roofing contractor to do the shingle replacement. Aside from that, Vision Solar is not responsible for the condition or replacement of the shingles, unless they are or were directly impacted by the installation of the solar panels, which yours were not. Again, we are more than happy to follow through with one of the options I emailed you about on Friday. If neither of these options satisfy you, it is up to you to decide what next steps you want to take. Let me know if you'd like to discuss these options further and I'd be more than happy to help in any way I am able.Thanks,

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.
Sincerely,
[redacted]