Vivint Solar

Vivint Solar has explained to the customer that the system was designed to offset their historical usage, not including the addition of their swimming pool. As stated in the Power Purchase Agreement "You shall use the energy for residential purposes only and not for heating a swimming pool". Vivint Solar did reimburse the customer for the billing mistake, and sent additional compensation to cover the increased rate the customer paid their utility company. The system is working properly and generating the amount of power it was designed to generate. The customer is requesting that Vivint Solar offset their increase in usage, since the swimming pool was installed, which is not within the terms of our Power Purchase Agreement.

Vivint Solar has contacted the customer and an appointment has been scheduled for January 3rd, 2017. We will continue to work with the customer until the issue is resolved.

Vivint Solar has been working diligently to achieve permission to operate with the local utility company.   First there must be some work to the home's existing electrical meter which must be performed by the providing utility company.   We are currently waiting to obtain more information...

from PNM Utility regarding the electrical upgrade.  There is no lien on the on the title of the home, Vivint Solar does appear on the current title so we can remain updated if the home exchanges ownership or is undergoing a refinance but again no lien is currently in place.    The damage tiles on the home can be handled immediately,  we will alert the local office and work to get this issue addressed.

Vivint Solar reached out to the customer on 11/11 via phone to address the customer's concerns and left a voicemail. Vivint Solar also sent the customer an email with our contact information and provided our availability to discuss the customer's account. Vivint Solar will continue to reach out to the customer in an attempt to address the customer's concerns.

Vivint Solar has contacted the customer and is actively working toward the best possible solution to repair any damages associated with the solar installation.

As the customer stated in their additional comments, Vivint Solar has offered a proposed solution and we are waiting for the customer to review and respond to this proposal.

Vivint Solar attempted to contact the customer  to discuss their complaint via telephone on 5/24/17. The customer was unavailable and we were unable to leave a voicemail. Additionally, we emailed the customer on 5/24/17. Vivint Solar will continue to reach out to the customer regarding the...

complaint.

Vivint Solar communicated with the customer to attempt to help them understand their bills, however they did not want to talk and hung up during the call. The assigned specialist immediately reached back out, and the customer hung up again. Vivint Solar has confirmed that the system is not over...

producing based on the utility statements that the customer provided prior to their install. We have confirmed that each panel on the customer's roof produces around 1 kWh per day, not 7 kwh. The solar panels will produce power for the customer's home, and any power that is not consumed, is sent back to the utility grid. If the customer consumes all power produced by the panels and needs additional power, it will come from their Utility provider. Vivint Solar has advised the customer to contact the Executive Resolutions department if they have any questions with their bill.

Complaint: [redacted]
I am rejecting this response because:
I will accept the offer of Vivint to refund me the money and confirm an appointment (ASAP) to put the fence around the solar panel .
Sincerely,
[redacted]

Vivint Solar contacted the customer via phone call on 9/1/2017 and is moving forward with a mutually agreed upon plan of action.

Vivint Solar is currently in communication with the customer regarding the complaint. We are currently pending copies of the utility bills to perform a system analysis.  Vivint Solar will continue to reach out to the customer regarding the complaint.

Complaint: [redacted]
I am rejecting this response because:Solar Manager -  Official Representative employed by Vivint Solar,I will, in all honesty,...

try to deal with the situation presently existing.I need your help in return.  Please understand about removal of the panels tofix the chimney, work needed, no cash right now for panel moving and certainly no mentionmade regarding said expense to move, flop, take down temporarily, if the need shouldarise.  Surely you agree that financial bit of information was indeed left entirelyout of the sales pitch.  Your fault, but it is what it is.  To me that 500.00 burdenis a mere donation and a great hardship on me. I am trying to stay in my home thatneeds repair and as my tax return will indicate allowing the installation was monetaryfeasible but repairing the structure now, you have made it almost beyond my reach.Next the hardware, bolted to the side of the home, must be pulled back to allow for removal of siding.If there is a charge for that I am, yet again, scared, everyday living expenses must be met,extremely disappointed.  Again, nothing was mentioned of its install nor cost of moving,clearly your responsibility, left out of the pitch for sale.Rather we can work together, or leave the consequences of mentioning same to theRevdex.com. Their posture is very clear to me, and ultimate decision based in fact and nothing more.I need that electrical equipment pulled away to get at the aluminum and perhaps even the cedar.To make repairs, stay in my home, make improvements, preferably to the end of my days.Along with the apparent computer issues these essential clarity points were skirted,by you.  At this time, I will not insult you and say deliberately but never mentionednone the less. It is however my intention to accomplish this task. completely shut downpower via the main breaker.  If there is a similar charge, these key points will and shouldbe shared with the Utah Revdex.com.  Actually, as the homeowner, they should know you never askedabout work needing to be done on the roof.  More overlooked disclosure concerns simply obliterated.You only queried me as to it being a newer roof, no mention of repairs that may or may nothave been needed to fix a chimney.The Revdex.com wants to be given all and any information, withheld byyou, the seller, to me, the buyer, in order for them to accurately assess the outcome of this case.Would you be willing to waive these financial burdens in order to solve this dilemma or doesVivint Solar refuse, stand their position, and that I, as the homeowner was denied these keypoints and none of the above was ever mentioned?  I am trying to work with you.The Revdex.com of Utah wants and needs this information, accurately and in a timelymanner.  Nothing was ever said regarding temporary removal and financial consequences therein,regarding the entire installation of all your necessary equipment.As for future problems with your equipment, secured to my computer router, this unfortunately,remains an issue.I personally would greatly prefer, as would we all, we try work together and solve this.to both parties satisfaction. Therein reaching an agreement, problem solved, cooperate andin the future should any further precarious problems or predicament arise deal with them ina mature and timely manner. Contrary to conventional reasoning, this is not a situation of solar installremorse, merely one of omission.Please advise. I have faith you will do the right thing.Respectfully,[redacted]ID [redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:At this time I have spoken to one representative regarding the matter at hand as nobody has given a resolution or returned phone calls.  My sales representative suggested I call headquarters, which I did because nobody was giving him an answer as well.  I finally was able to reach, after multiple calls, a supervisor.  She has forwarded my complaint to the resolution department but at this time I have yet to hear from someone.  Therefore, there is no progress towards a resolution at this time.  Furthermore, it was verbally guaranteed by our sales representative when we agreed that it was going to cover 101% of my utilities otherwise we never would have agreed to have installation begin.  I discussed it at length with my sales rep.  I would never agreed to only have 80% off set and pay someone else for the same energy I was already receiving from our utility company.  In addition there also has been no communication aside from the site visit as to the poor installation.  This matter regarding the installation has been a problem from the beginning and my sales rep got nowhere trying to have someone contact us regarding it.  At this time we find no benefit from the solar as we have already accrued a huge bill from our utility company that will not be offset by this system the slightest.  In addition we still have to watch every kwh that we use as we are not producing what was proposed because a portion of our panels were installed with shade hitting them a portion of the day vs if there were installed in the original location we would have full sun till sunset.  Only these last two months have we produced a good amount but that was due to the unusual weather we have had for this time of year.  This still will not offset our $700+ bill we have from our utility company and it's not even summer time yet.  From the date of installation this company has had poor communication with us.  We feel that if this company were committed to their customers the matter would have been resolved already.  
Sincerely,
[redacted]

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]

Vivint Solar contacted the customer on 12/27, 12/28, and 1/4 to speak with the customer. Vivint Solar has scheduled the panel removal appointment for 1/22 and will continue to work with the customer until their complaint has been resolved within the terms of the agreement.

We are working to resolve the customer's concerns.  We will continue to contact the customer with weekly updates.

We have reached out to the customer regarding her complaint. She informed us she is currently working with her Customer Success Manager on moving her account forward.

Vivint Solar has spoken with the customer and advised her an appointment has been scheduled to resolve the system functionality and a representative will personally be in charge of her account.

Vivint Solar has been able to offer repairs since 12/09/2016, to date the customer has declined the approved repairs. Vivint Solar has offered the customer a Settlement for repairs, in the amount equal to the approved repairs, the customer has declined that offer. Currently Vivint Solar and the...

customer are in the process of obtaining additional information regarding Mold remediation. If the customer agrees to allow Mold remediation and repairs by Vivint Solar's approved contractor, repairs can take place the week of 12/19/2016. To mitigate any further damages a tarp has been placed on the customer roof.

Vivint Solar has attempted to contact the customer via telephone and via email on 11/21/17  with no response. Vivint Solar will continue to contact the customer regarding their complaint to discuss a resolution within the terms of the agreement.