Vivint Solar

Vivint Solar submitted the request for Permission to Operate the system to the customers Utility company on 07/17/17. Vivint Solar will notify the customer once the Utility company has granted Permission to Operate.

Vivint Solar contacted the customer on 9/21 to address their concerns. Vivint Solar will be reviewing the customer's production and usage information to verify accuracy. We will also determine whether additional solar panels can be added to the customer's roof to help increase the customer's usage...

offset. Vivint Solar will continue to work with the customer to address their concerns and to come to a satisfactory resolution.

Vivint Solar reached out to the customer on 2/23 via phone and left a voice message. Vivint Solar also reached out to the customer via email on 2/23 in an attempt to get in contact with the customer to address their concerns. Vivint Solar will continue to reach out to the customer in an attempt to...

resolve their concerns.

We went and examined the concern of the customer, discovered that the real issue was the ground fault interrupter and that our solar did not have any bearing on the electrical issue. We discussed the issue with the customer and then identified to him what the electrical issue was that was causing...

his concern. He now understands that Vivint Solar is not at fault and now has an indication of what needs to be done to fix the issue.

Vivint Solar has contacted the customer and is working with them to find the best possible solution.

Complaint: [redacted]
I am rejecting this response because: This is the fourth appointment that has been scheduled and the problem has not been fixed. The billing has not stopped and...

my refund has not been generated. This is not a solution to the fact that they have been billing me for a year that the system never worked. I was told the bills were an estimate of production, but that a refund could not be issued because there was no way to estimate my production. I find it unethical to be able to estimate for billing purposes, but not for refund purposes. 
Sincerely,
[redacted]

Vivint Solar reached out to the customer on 11/29 to address their concerns. The customer is requesting cancellation of the Power Purchase Agreement. Vivint Solar has explained to the customer that they are not within the right to cancel. The customer is aware that she signed an agreement with...

a term of (20) years. Vivint Solar has explained to the customer they have a PPA V3.2 that doesn’t allow to purchase the system until year 6. The customer has the option to do a Prepayment, where they prepay for all the energy the system is estimated to produce for the length of the contract, in advance. Vivint Solar has also asked the customer to provide utility bills and we will be able to explain to them the benefits of having solar. Vivint Solar will continue to work with the customer within the terms of the contract.

Vivint Solar is currently working with this customer and making efforts to find a solution. Voiding an agreement requires a process of approval, cost-evaluation, etc. before a decision is made. We will keep the customer informed as we work through this process.

Vivint Solar has contacted the customer and resolved the concerns.

Complaint: [redacted]
I am rejecting this response because: they have not given me a concrete solution to the...

problem they have caused.  When they come out and correct the health issue they caused.  This complaint will remain open and only satisfied once vivint solar fixed the issue at vivint expense.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: reinstall is to be done on the 27th, but I am not 100% convinced that vivint will indeed install " my system" that was removed in May 2015. After all the run around with this company they are going to have to rebuild trust with me. I hope on the 27th I will be a happy, satisfied customer.
Sincerely,
[redacted]

Vivint Solar has spoken with the customer and is working to provide a resolution. We have confirmed that the usage has increased in the customer's home which is why the customer's true up bills have been higher. An add on system was installed in early 2016 to provide the necessary production needs...

in the home. It was found in May of 2017 that the zip tie was still intact and the system was never turned on. This resulted in another high true up bill. Vivint Solar is working with the customer to address their true up and high rising billing concerns.Vivint Solar has also investigated the claims made that the customer was offered a $499 removal fee for both panels. It was explained that the customer would be responsible for the full price of the second system, but would only be required to pay the $499 for the first system removal. The customer is responsible for two removal fees as there were two systems installed on the property. Furthermore, Vivint Solar is working with the customer to address and resolve their removal concerns. Vivint Solar has offered to waive the $499 removal fee, however the customer will still be responsible for the second removal fee of $2340.

Vivint Solar has contacted the customer, and are in the process of working on a resolution.

We are currently working with [redacted] to get this resolved.

The installation of the animal guards took place. The customer's complaint has been resolved.

The $4.00 per KW price is a reduced rate. The regular price to purchase the system is $7.00 per KW. We offer the reduced price if the home is being sold. The customer is requesting something that is not part of the terms of the agreement.

You 
Complaint: [redacted]
I am rejecting this response because: I have had a response from the company about the due but as usual we are still at the same place we were 2 weeks ago nothing has changed. Nothing has moved forward. I just receive a call from them 10-1, quote " we are waiting from a response from our vendor on the up grade on your panel " and as usual we are sorry for the delay, they have been sorry going on a year now. This company has a very poor PR program, and I'm not SORRY
Sincerely,
[redacted]

Vivint Solar has spoken with the customer, in regard to their complaint. We are currently working towards a satisfactory resolution.

As per the customer's contract, "a customer-requested shutdown during the first five years of the agreement will be done at our sole discretion and at a cost mutually agreed before we remove the system." After "the fifth anniversary of the in-service date" the customer will then only be required to...

pay a fee of $499. The customer signed the Power Purchase Agreement on 7/7/2015. On 8/7/2015 the customer signed the Installation Work Order thereby accepting the system's installation and the contract terms of the PPA. Vivint Solar has contacted the customer on 6/13/17 and has provided them with this information

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.
Hello I am writing...

to let you know that this complaint has been resolved. Thank you. 
Sincerely,
[redacted]