Vivint Solar

A letter requesting reversal of the credit check has been sent to Mosaic the 3rd party loan company, Vivint Solar sent this letter this past week.  This request may take several weeks to be processed, this time will give Mosaic time to review the request and take proper actions.

Vivint Solar has contacted the customer and notified him of the progress with his solar installation. His account has been made a priority and all parties involved with finalizing the process are working diligently toward completion.

Vivint Solar is in communication with the customer and is working with them to get all of their concerns addressed and resolved. We have scheduled an appointment for our technicians to visit the home today 2/1/2017.

Vivint Solar has come to a mutually agreed upon plan of action with the customer and will continue to work with them going forward.

A highly experienced account manager has taken over the account and is actively working to move the account forward. As of 6/8 the customer has been called and we are willing to compensate for lost savings. Customer didn't answer, left voicemail with this information on 6/8.

Vivint Solar has scheduled a visit for 1/3 to resolve the system issue. The assigned specialist has taken steps to make sure the appointment goes through smoothly, and the customer has been informed of the appointment. Until the scheduled date, Vivint Solar will be attempting to schedule for a sooner date, and we will notify the customer if we are able to do so.

Vivint Solar's specialist reached out to the customer to provide a progress report. We are still attempting to have an appointment scheduled to address the system issue, and it has been labeled as a high priority. The PPA agreement has been emailed to the customer as well, so they now have a copy on file. We are in communication the customer's sales representative to get more information as to what happened, and what was discussed.  We are still pending the results, and Vivint Solar will be providing constant updates as we gain more information.

Complaint: [redacted]
I am rejecting this response because:  After spending countless hours on the phone with Vivint solar and speaking with various departments the company finally sent out a technician.  He confirmed that the system seemed to be working properly.  I then called the electric company because I was sure that I was spending too much for solar and electricity especially in the Summer months.  I had the system hooked up in May of 2015.  In June the system was not turned on properly yet Vivint still charged me for solar power.  In July of 2015 the system tripped on a defective part that they were aware of and stopped working.  the only time that they were aware of the system not working properly was when I called to complain about my bills being too high for electricity and solar.  It was only then they realized that there was a problem.  Around mid July the system was suppposedly working.  Yet every month that I got my bills I would call and complain about how high the bills were.  They came up with all kinds of excuses.  First, my system was smaller than average or that I was using more electricity than I usually do.  Not once did they offer to send someone out to look at the system.  They also do not work with the electric companies.  My electric company does not show the amount of kwh that the solar system has generated and the savings Igot on my electric bill so you have to assume that what they are telling you is correct.  It was only until now that I had finally had it with my high electricity bills and paying for solar on top of it that I got anywhere.  So after the tech came out I went online and did some more research of why I would be using so much electricity.   I found out a few things and wanted to question my electric company about how I could be using more electricity when Ihave changed all my appliances are energy star rated, I installed all led lighting in my home and I put up solar panels.  It was then that I found out that the net meter through the electric company was not synced with the solar system and turned on until October 1, 2015.  After explaining everything to the rep at the electric company through general conversation he mentioned since my system wasn't turned on until October 1, 2015 I wouldn't have generated that much power because in the Winter months you just don't.  How is the consumer supposed to know that they two systems aren't working together.  so, this means that all my complaining that I felt I was paying for electricity and solar was true.  There is no way for the consumer to know how much they are saving.  They get a bill from the electric company and they get a bill from the solar company.  One says your system generated so much kwh's and the other says you used so many kwh's.  Vivint tells you in the beginning that the electric company doesn't want to cooperate with the consumer because now they are generating power for their home via solar panels and the electric company takes their time with syncing with the solar panels.  The consumer is left to assume that they system is working properly until they realize that something is wrong due to the high cost.  I have spent countless hours over these past months with Vivint solar insisting that I was paying too much.  All I got was assumptions of why I was paying more.  Never once did they admit that they didn't work with the electric company or explain that they would not know whether they were working together or not.  They just kept telling me that my system was working and billing me.  I have asked them to credit me over $246.00 for the amount that they charged me that I did not save through these past months and am awaiting their response.  If they do not credit me I would like the panels removed.  I have sent them every single bill I've had from the Summer of 2014 through present.  The call my husband's cell phone and leave messages that they need copies of bills even though I have carefully instructed them to call my home phone several times and they already have all the bills that I took the time to download from the electric company website and attach them to the emails that were sent to the workout department.  If I knew any of this was going to happen I would never have gotten solar panels put on my home.  Not all the representatives there are incompetant,  but there are several reps there that do not have the knowledge to help the customer who is esscence is renting out their roof to them so that they can claim the tax incentives on the panels that are causing the consumer unacceptable and unneccesary stress and aggravation.  I do not believe that I will know if I am saving much until the late Spring months since the system was not fully functioning to my benefit until the late Fall months which is why the consumer allows these companies to install the panels in the first place.  If you aren't saving money (30% off my bill is what I was promised) then there is no sense in damaging your roof to the tune of 5k which is the cost to replace and or fix the roof after the panels.  I am awaiting Vivint's response to the credit that I have requested that I believe is more than fair.  The way I see it, with all this aggravation and frustration and time that I have spent researching, making phone calls with hold times of more than 30 minutess at times and all the emails and personal bills that I have sent and taking the time to go to the Revdex.com to respond to them, they should be giving me a lot more than what I asked!  I am so grateful that there are agencies such as you out there to help the consumer battle a bully company when they feel backed into a corner and are left alone to figure things out on their own.  
Sincerely,
[redacted]

Vivint Solar reached out and contacted the customer to discuss their billing concerns. Vivint Solar will continue to work the customer to resolve their billing concerns.

The customer did sign a Power Purchase Agreement, so they are only responsible for the power that the Solar Panel system produces. This agreement is not a lease as stated by the customer. When the customer initially met with the Sales Manager, the agreement was signed and a copy was sent to the...

customer's email on April 29th, 2017. Vivint Solar has spoken with the customer to clarify their concerns, and will continue to work with them until all concerns have been resolved.

We are still working with the customer and our billing department regarding the billing concerns.  We hope to have this resolved soon, as the customer has been very responsive in our communications.

Complaint: [redacted]
I am rejecting this response because: It still doesn't solve...

the issue and my system is still not operationalThe call I received today stated they needed to come back out and replace an incorrect inverter they had installed, then it could be submitted to PG&E for activationThis has not happened yet. If they follow through and do it, it will resolve the issue, but its the follow through on their part that has been the problem
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was informed by the representative of Vivint Solar that the system could not be canceled because there was no breach in the contract, and that the system was already installed and they have expensed the man hours and time to install the system.The reason for my request to just cancel; was because it will be going on one full year that the system was installed and I have had nothing but ongoing issues with the customer service provided to me in regards to the updates of what were the road blocks and barriers are with obtaining the go ahead to go live.It wasn't until now that I reported this issue to the Revdex.com that I am getting a fast response, but not a definite solution or remedies to resolving this issue. I was informed that the systems final inspection and review has gone to the corporate department for a final review. This is going to take up to 30 additional days to receive, and then it will go to the local utilities company for a go live date. Vivint Solar stated it could take an additional 60 days before the system is up and running.This caused me to request that the system be removed , it's frustrating that I as a customer have to go through this frustrating and time consuming process to obtain updates from this company. I am a customer and no one from this company has sought my best interest as a customer. How many other customers are experiencing the same issues?
Sincerely,
[redacted]

Vivint Solar has reviewed all paperwork and listened to all phone calls regarding the customer's account and has found no quote for the price the customer is giving.  The system can be purchased by the customer for the price listed in the agreement with the outlined depreciation included.  Even though the customer did not own the home when he signed the agreement, the customer took a pre-installation survey and stated that they were the homeowners and signed the agreement that clearly stated that they had to be homeowners.  At this point in time, Vivint Solar will continue to provide power to the home unless the customer wishes to purchase the system at the originally agreed upon price.

Vivint Solar is continuing diligent efforts to find the best possible solution to this customer's concerns. Although the issues are not yet full resolved, we are continuing to work towards a resolution.

Vivint Solar reached out to the customer to discuss their complaint via telephone on 6/19/17, we spoke to the  wife and she advised to call her husband. Vivint Solar will continue to reach out to  [redacted] the the customer regarding the complaint and to  come to a resolution within...

the terms of the agreement.

Vivint Solar communicated with the customer on 11/30 and has come to a resolution with the customer in regard to their complaint.

Vivint Solar has reached out to the customer to schedule an appointment to make sure that the system is hooked up properly. Vivint Solar is waiting for the customer to confirm a time for the appointment.

Vivint Solar spoke with the customer on 5/23/17 and informed her that this situation is now under investigation and we appreciate this being brought to our attention. Vivint Solar aims to provide the highest level of customer satisfaction and takes very seriously any claim to the contrary.

Vivint Solar has called and left our customer a voicemail, we are attempting to schedule a damage assessment.  We would like to come out and inspect the leak first hand to see what sort of resolution can be agreed upon.