Vivint Solar

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.

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]

Vivint Solar has spoken with the customer and will be submitting an adjustment to customer's August invoice for overbilling. Additionally, we answered all the customer's concerns related to their Vivint Solar experience. Provided direct contact for any future questions or concerns.

Vivint Solar has contacted this customer and offered a proposed solution to rectify the issues. We are currently waiting for them to review the proposal.

Section 5.E of the customer's Power Purchase Agreement, signed 03/16/2016 and solidified by installation and signing of the Installation Work Order on 08/27/2016 states:"After the fifth (5th) anniversary of the In Service Date, if You provide Us with at least thirty (30) days’ prior written notice,...

then We will temporarily remove and reinstall the System at Your request to allow for such repair or improvement (a “Customer Requested Temporary Shutdown”). You will be required to (1) pay to Us a fee equal to Four Hundred and Ninety-Nine Dollars ($499) before We remove the System; (2) securely store the System components during the Customer-Requested Temporary Shutdown; and (3) pay the Shutdown Payment if the System is not reinstalled within thirty (30) days of removal. A Customer-Requested Temporary Shutdown during the first five (5) years of the Agreement will be done at Our sole discretion and at a cost mutually agreed before We remove the System"The customer signed a Prospective Customer Consent Form 03/16/2016 which asks:Is Your roof in good condition, without defects, sufficient for Us to install and operate a solar system?To which the customer answered "Yes"Vivint Solar called the customer leaving a voicemail and sent a follow up email on 1/12/2018

Vivint Solar has attempted to contact the customer on 8/16 regarding their complaint. We were unable to speak with the customer. The customer was provided with direct contact information and information regarding their refinance.

Vivint Solar has made contact with the customer. After discussing the complaint with the customer, a course of action has been decided to arrive at a suitable resolution for both parties. Customer has been given a direct point of contact to work toward this resolution.

Complaint: [redacted]
I am rejecting this response because: On Dec 15, I did call back at approximately 4:50 PM and left a voice message for Corey B[redacted] regarding dates and times I am available for a telephone call.  That included Dec 15, Dec 18 and beyond.  I have not had a return call.  I have included the very conservative amount of savings I will not be eligible for because of Vivints failure to honor our contract.  I expect to be reimbursed for that amount of $33,082.35, which is only 1/2 of the national average increases for electrical over the next 20 years.  Additionally, my other expenses for damages/alterations to property are at the amount of $$4566.79 and I need to get an estimate on how much rock will cost to replace that which was displaced.  I am mostly available for phone calls, however it is good to have a date and time so I am in a position of having my documents available to refer to.  Thank you
Sincerely,
[redacted]

Vivint Solar reached out to the customer to discuss their complaint via telephone on 5/18/17, a voicemail was left requesting a callback. Additionally, we emailed the customer on 5/18/17. Vivint Solar will continue to reach out to the customer regarding the complaint.

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, but additionally, the problem with my solar system has still not been resolved and I am waiting for a response from Derrek E[redacted] who is the resolutions manager assigned to my complaint.  There was an appointment scheduled for Saturday, Aug. 20 between 2-5 pm to check the system and no one showed up (this has happened twice).  According to Derrek E[redacted], he was waiting for a response as to why no one showed up for the scheduled time on Aug. 20.  I notified him by phone and email on Saturday, Aug. 20 and only received an email from him on Monday, Aug. 22 that he was checking to see what happened and waiting for a response.  No new appointment to check the system has been set up as of Aug. 23, 2016. 
Sincerely,
[redacted]

Vivint Solar has made the correction to the customer's account as requested.

Vivint Solar will print a copy of the customers invoice once it is available in the Customer's Online Account Center. A paper copy of the invoice will then be mailed to the customer. All invoices are due 10 days after the invoice date. Per the terms and conditions of the Power Purchase Agreement, the customer is responsible to pay for any energy that her solar system produces The customer is responsible for any balance currently due on the account.

Vivint Solar investigated the claims made by the Customer and can confirm that their information was not used to obtain credit information or to create an account. The customer has no affiliation with Us, except for the meeting with the Sales Manager. There is no contract on file between Vivint...

Solar and the Customer. The information provided to the Sales Manager was input into the Vivint Solar database, but was never utilized.

Complaint: [redacted]
I am rejecting this response because:they are still giving me a [redacted] answer when I have a report that proves the contrary.  I don't want to correspond with this company anymore or have anything else to say to them.  They are not going to make things right and just keep making excuses.  I am sick of it and don't want to have anything more to do with this company.
Sincerely,
Moi [redacted]

The Vivint Solar Specialist looked into...

the customers concerns when reviewing their account. The customers system backlogs data even if it doesn't report at any given time, and relays that data back to Vivint Solar once communication is restored. There was no analysis performed therefore there is no documentation that can be produced as everything was resolved through cumulative billing. This information was provided to the customer on 10/24 and the billing concern has been addressed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is conditionally satisfactory to me.
I expect that Vivint Solar will be in touch with us regarding the system changes they are putting into effect to ensure prolonged lapses in power do not continue to impact our monthly budget.  If we find this to be a recurring issue, and Vivint remains similarly unresponsive and inattentive to us as their customers, we will be happy to proceed with arbitration.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and will find that this resolution is satisfactory if Vivint does indeed resolve this issue and isn't just stringing me along. As I have mentioned, I am not looking to discontinue service with the company, but I do want my system to be sized properly so my system can perform as it's intended which is to lower my utility bills, not increase them.  I would also appreciate if they do as they mentioned in their response, improve their communication, at this point it's been mostly one sided. I look forward to this situation being resolved.
Sincerely,
[redacted]

Vivint Solar has been in contact with the complainant . Vivint Solar and the  complainant  have come to an agreed upon resolution.

Complaint: [redacted]
I am rejecting this response because:I am very skeptical that vivint solar will indeed be reinstalling the same exact product that was on my house originally. As it states in my contract what comes off my house goes back up. The last thing I want is holes in my new roof if it is not the correct system. 
Sincerely,
[redacted]

Vivint Solar has made contact with [redacted].  We are working to address the situation and satisfy the needs of our customer.