Vivint Solar

Vivint Solar has identified a resolution with our customer, they have accepted the offer and we are working to complete all necessary actions at this time.

Our Solar Workout team is attempting to reach out to the customer to address the request for itemized paper billing.  We hope to make contact soon to resolve their concerns.  We will continue to reach out to the customer via phone to ensure the customer is able to address any additional...

concerns.

A member of our Customer Service department attempted to contact the customer on 04/25/2017. A message was left for the customer asking to return our call, so we can troubleshoot the issue or schedule a Service appointment if needed. Vivint Solar will continue to try and contact the customer.

This customer was concerned that their solar system was not performing in the way that was initially presented to her. Vivint Solar has made sure that the system is operating properly. The solar production has been consistent with what was initially estimated and presented to the customer. She sent in her last three bills from her utility company, which we broke down and determined that she has been saving money. We sent her very detailed correspondence of this breakdown so that she can see the figures and better understand how her solar savings work annually.

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]

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]

Complaint: [redacted]
I am rejecting this response because it took my email to Vivint Solar directly with Revdex.com compliant listed for anyone to contact me.   Vivint Solar has contacted me to...

work towards a satisfactory resolution but the work still need to be completed and a satisfactory compensation for my distress and frustration is still to be worked out.  This is still pending in my view.
Sincerely,
[redacted]

Vivint Solar has looked into these concerns, however, the individual who has listed them is not the person who signed the agreement for the referenced address. The Solar System at the referenced address has been approved by both the city within which it is permitted and the utility company to be...

operated. Our monitoring reports also indicate that it is currently up and running without issues.

Vivint Solar communicated with the customer by phone on 11/1/2017 and are working towards a mutually agreed upon resolution.

Due to the local weather the appointment for 1/3/2017 was rescheduled for 1/20/2017.  We apologize about inconvenience this may have caused, our Fleet Performance team has confirmed the appointment.

Vivint Solar reached out to the customer to discuss their complaint via telephone on 3/17. Vivint Solar is currently working with Fleet Performance to get the compensation amount sent through ACH. Vivint Solar and the customer will be in constant communication in regards to compensation.

The customer's compensation has been submitted today and will be printed and sent on Thursday.

Vivint Solar has contacted the customer to discuss their concerns. We have made the changes to the customers account so that they will be able to view their invoices as well as set up an automatic bill pay option. We will continue to work with the customer to resolve their concerns.

We have agreed to allow the customer to send payments via personal check, which she has been doing monthly. The customer receives an email every month notifying her of the current amount due. The customer also has online access to retrieve her current monthly invoice. The customer has been using her preferred method for payment. Vivint Solar considers this matter resolved, as the customer is using her preferred method for payment and all payments have been received in a timely matter.

Complaint: [redacted]
I am rejecting this response because: the response provided to you is too brief. Please know that I agree to the the next STEP towards a resolution, but my...

complaint has NOT BEEN RESOLVED. I spoke with Jessica from the Executive Resolutions department twice today.  Her first resolution offer was to compensate me for the savings we lost from the time without out panels.  I explained that a few hundred dollars is not my concern.  My concern is that Vivint Solar is not capable for caring for the well-being of my home or family. I explained again that since they have not honored their part of our contract that it should be terminated, and that I wanted my dealing with Vivint to be permanently behind me.    Jessica then scheduled a meeting with a committee to review my account and my complaint.  That meeting is to take place on Wednesday, 2/21/18.  She has promised to call me back with information by Thursday, 2/22.  I agreed to this action, BUT I cannot know if this plan will result in a solution.  If Vivint remains unwilling to terminate my contract, I will be interested in any further help or guidance that the Revdex.com can offer.  I explained this to Jessica when we spoke last.   Thank you so much for your time and help with this issue.  I truly appreciated hearing from Vivint that they had heard from you, and as a result they have at least started to respond.   So at this time. I do not want the Revdex.com to take any action but to KEEP MY COMPLAINT OPEN until I Vivint has met and contacted me on Thursday, 2/22/18.  Again, PLEASE KEEP my complain OPEN!  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have just emailed the rep from vivint solar to explain that the sales person falsely represented their product. I was told based on the pseg bills I provided before I signed up that I would see a savings of $40-60 a month. I was also told my system would sometimes produce more and pseg would give me a credit. After reviewing the set up of the system Vivint can barely cover the electricity I use so I will never have extra with the way it looks. The savings their rep is referring to was quoted to me as $2 for one month. $6 for the next and $8 for the last month. This is hardly a savings and not what I was informed to look forward to.
Sincerely,
[redacted]

Vivint Solar has attempted to contact the complainant. Although Vivint Solar is a separate company from the local utility companies that allow their residential consumers to participate in our solar program, our agents and representatives do work with these entities to meet the standards of local...

utility legislation. Net metering is a requirement, and solar customers who do not participate in net metering cannot have their solar system interconnected into a utility company's power grid. There is typically no charge to the consumer to have an existing meter replaced by a net meter. It is common practice for our sales representatives to make new customer's aware of the necessity to have a net meter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I will need time to see if they actually resolve the issue. They still say they are reviewing the system.  The system does not produce enough solar power because at times the system does not work.  Let's see if they follow through or if they keep giving us the runaround by not responding.
Sincerely,
[redacted]

Derek, a Vivint Solar technician is scheduled to be at the home tomorrow 4/12/2017 with an afternoon arrival window.  Both the production issue and the vibration concern will be investigated further.  With further information provided regarding the referral, we can investigate further into this concern also.   Once the results from the visit have been gathered, discussion of further resolution will be had with our customer.

We are currently working with the customer on one of two resolutions. We are looking for the resolution that best fits the customer's needs.