Vivint Solar

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.

Vivint Solar has reached out to the customer to discuss their concerns. We are going to work with the customer to help resolve their concerns. There system is undergoing a review, so that we can analyze their solar usage and address their savings concerns.

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.

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]

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]

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.

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.

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

Complaint: [redacted]
I am rejecting this response because:I'm sorry Jessica you have it all wrong, the apology was for not responding to the email I had originally sent to National Grid and you can clearly see from the image my original meter was a NET meter. If it wasn't a NET meter the previous homeowner wouldn't have received credit while he was a customer of Vivint. So your assumption of that email is way off the mark. Now the second picture shows the solar system producing 0 power while the sun is out and after the technician left my house, which doesn't fall on National Grid but onto Vivint solar. Plus the system showed 6 panels less than what is actually on the roof. Is that on National Grid too???? Does Vivint solar take any responsibility in this situation???? How many times a day does the solar system stop producing or drop panels???? Again section 8 of the agreement holds Vivint responsible to how the system functions and it's apparent that it is not functioning as expected. Again 3 months has past before someone showed up, how much longer should I wait to either have a properly operating system or have it removed from my roof
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I did not agree to the years of agreement.(They have this recorded) I said to review the bills that I sent them and what they are charging me per month. Because this month again by bill was over $500 combined with pseg and vivint solar. I need to understand why my invoices are so high on both sides. Something is wrong.  I want to still cancel this contract.
Sincerely,
[redacted]

Vivint Solar has reached out to the customer and is working on a resolution with them.

Complaint: [redacted]
I am rejecting this response because:This is a lie.  I have email confirmation from Vivint fleet performance,  that Vivint solar had the system in standby mode.  I initially contacted them regarding what appeared to be an incorrect bill in November.  They finally caught on in January.  The exact date was January 13th. I was told I would be compensated for the 4 months of billing for having no service.  I was also told the other $[redacted] was for a loss of savings for the time in question.  It is now March 11th, and I have still not been compensated. It is true that the system is currently not operational.  I refuse to turn it on until the matter is resolved. I am still receiving bills for a non operational system.   
Sincerely,
[redacted]

Vivint Solar attempted to reach out to the customer on 02/27/18 and then again on 03/02/18 to discuss compensation with the customer. A voicemail was left on 03/02/18, which provided direct contact information for the Specialist that is assigned to the case. Vivint Solar will continue to try and...

contact the customer to resolve their concerns.

Vivint Solar has confirmed with the customer's reverse mortgage company that the explanation and clarification that Vivint Solar has provided the lender and mortgage company has satisfied all concerns and that the customer's reverse mortgage should proceed normally.  Vivint Solar is obligated to have a Notice of Independent Solar Contract filing maintained on file by the California Public Utility Commission.

Upon further investigation Vivint Solar only ran a pre-screen on the customer. The hard credit check was ran by our third party loan company. We have notified them to submit a request to the credit bureaus to remove the credit inquiry.

Vivint Solar contacted the customer on 10/18 via phone to address their concerns. Vivint Solar provided the customer information regarding the contract, the customer's online billing account, the production of the customer's panels, and how the customer's Vivint Solar bills work in conjunction...

with their utility bills. Customer has agreed to send Vivint Solar copies of their utility bills to review their remaining billing concerns.

Vivint Solar is currently performing an investigation into the customers claims. We take these matters seriously and will remain in communication with the customer as we perform an investigation into the claims.

We are continuing to work with the customer to resolve the concerns presented and had reached out to the customer today.  There has been progress made on the customer's account and we will continue to progress and communicate with the customer.

Vivint Solar has attempted to contact the customer via telephone and via email on 9/29, 10/4, and 10/11 with no response. Vivint Solar will continue to contact the customer regarding their complaint to discuss a resolution within the terms of the agreement.

Vivint Solar has spoken with the customer and provided an update regarding the repair to her Solar system. We also informed her that a billing credit has been issued to her account, for the total amount due.