Vivint Solar

We have reached out to the customer regarding their? complaint.We will be working with the customer? regarding the referral amount that was discussed with them.?

? Complaint: [redacted] I am rejecting this response because:? ? At this time I am rejecting the response.? Since my complaint Vivint has not showed for another appointment.? I have spoken to someone (not as a result of this complaint, Vivint has never contacted me about this complaint) as a result of the missed appointment.? I now have another appointment on Dec 27th and someone who is supposedly working on a settlement for what I have been paying to National Grid.? ? I would be willing to accept a response once the issue has been resolved.? I have had many times when Vivint has setup appointments and nothing has been resolved.? ? Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:While the Conflict Resolution department did contact me, we have not actually connected via phone despite me calling back during the stated business hours We exchanged voicemails between the two of us, my last one asking the representative to contact me via email, which she actually did.After writing a lengthy email on Friday, October 23, 2015, describing all the problems we have been having with Vivint Solar, I have not received any response whatsoever I have also not received the refund that I requested, due to Vivint's multiple improper billing errors.A copy of the email I sent to the Conflict Resolution department is attached.Please help me resolve this so that 1) I will begin receiving my monthly invoices for BOTH accounts, and 2) I may receive a refund for months' worth of improper billing Sincerely, [redacted]

? Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] .? I am cautiously optimistic that they will deliver the services this timeYes, I have a dedicated person attending my request with a direct telephone numberThis is greatAs per her statement, she can't control or change the past from Sep to DecemberBut she gave me her word that this time they will remove the panelsAND that she is trying to see if they have an early opening.? ? Let's see what happens on January 22nd before For now, I have to wait.? Sincerely, [redacted]

We are currently working with the customer to transfer over the system to the new homeownerWe are still in contact with the buyer and will continue to help resolve the situation until completed

Vivint Solar has attempted to reach this customerAfter researching the issue it appears that the customer's account manager has been in contact with them since the complaint was left and the solar project has been progressingWe have left a voicemail with manager information if further assistance is required

Thank you for your response Vivint Solar is working to get both property's Solar Systems up and runningThe property located at [redacted] is scheduled for a Final Inspection today, 06/17/Your Customer Success Manager has followed up with you regarding [redacted] , and will continue to update you on the current status, and what the next step is for both accounts We will continue to monitor and assist where we able to ensure your systems are operational and receive the proper permissions to operate

? 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 issueI was informed that the systems final inspection and review has gone to the corporate department for a final reviewThis is going to take up to additional days to receive, and then it will go to the local utilities company for a go live dateVivint Solar stated it could take an additional 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 companyI am a customer and no one from this company has sought my best interest as a customerHow many other customers are experiencing the same issues? Sincerely, [redacted]

Vivint Solar contacted the customer by email on 6/5/with a detailed analysis using the customer's solar production, their utility usage from the past year, and PG&E rates gathered from their website's current gas and electric rate schedules, preliminary statements, rules and formsVivint Solar presented to the customer despite over production, the customer saved $1,in utility charges over the past yearVivint Solar is with in the terms of the agreement entered into on 1/12/

The customer provided executed transfer documents 7/12/in connection with his purchase of the propertyVivint Solar denies there was any wrongdoing or improper practices in connection with the transfer However, we are continuing to work with the customer in an effort to address his concerns and hope to reach an amicable resolution

Complaint: [redacted] I am rejecting this response because: While the company is working with me to reinstall the panels, they are still not on and so I cannot accept until they are properly installed and I have no issues Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Attached is the roof Certification showing the roof was fine when we bought the home int This goes against the claim Vivint is making that the roof was improperly installed when the house was built This home is over years old As I stated before, it needed some roof maintenance, which has been taken care of, but has had no problems until Vivint installed their solar system They have verbally told me they have not had a real roofer look at the roof until this very last visit, so they are not telling the truth when they say they have had various roofers or experts look at it They have not done a leak test This is the standard to tell where the leak is coming from They have not been out to the home since the maintenance repairs have been completed I would like them to keep their promise they made to the Revdex.com and me to adjust the brackets to a inch overlap with the tiles and repair he damage caused by the leak inside Sincerely, [redacted]

Vivint Solar has been in communication with the customer regarding the animal guardsAn assessment has been performed on the panels to determine if there have been any damage pertaining to the systemWe are working to provide the next steps with the customer on installing the animal guardsWe have left a Voicemail to them and advised they call in to discuss their accountVivint Solar will continue working with the customer until their concerns are resolved

Complaint: [redacted] I am rejecting this response because: they have not yet sent the information they committed to sendingThey stated the information would be received within minutes of our call but they have not yet been received more than hours laterI tried calling back but did not have the contact info of the individual because he never sent it Sincerely, [redacted]

Vivint Solar apologizes for the misunderstanding that occurred between the customer and the sales representativeOur contract terms are explicit and exist to ensure customers are aware of all terms listed thereinIn the event there are miscommunications during the oral presentation between the sales representative and the customer, the contract is in place to ensure the customer is properly informed of the agreement they are entering into.? It is the customers responsibility to read the contract in its entirety before signing the agreement.? ? Section 3(e) of the signed? ? ? Solar Purchase Agreement? states:? "? WE DO NOT WARRANT OR GUARANTEE (i) THE AMOUNT OF ENERGY PRODUCED BY THE SYSTEM FOR ANY PERIOD, (ii) ANY COST SAVINGS, OR (iii) THE EXISTENCE OF OR PRICING ASSOCIATED WITH ANY NET METERING PROGRAM, OR UTILITY OR GOVERNMENT INCENTIVE PROGRAMUTILITY RATES AND UTILITY RATE STRUCTURES ARE SUBJECT TO CHANGETHESE CHANGES CANNOT BE ACCURATELY PREDICTED "We have attempted to contact the customer to help them set up their online account center for monitoring purposes.The customer is also welcome to call into request assistance with the online account center at 877-404-Option As previously stated to the customer we are more than? happy to look into the referral bonus inquiries given the customer can provide documented proof of the alleged promises.?

? Complaint: [redacted] I am rejecting this response because:? we have provided Vivint with my cell number and my husbands cell number, as well as my email and my husbands email and there has been no contact made? on any of the methods of communication.? I want a call from Vivint by the end of business day with the detailed information of our case manager and the status of our compensation request 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] After speaking with Jeanette J [redacted] at Vivint solar, I am hoping for a reimbursement of damage to my home caused by leaking solar panels and proper reinstallation of solar panels!!

Per the PPA contract, the customer is responsible for any fees associated with their panel removal requestFurthermore, a Customer requested shutdown during the first five (5) years of the Agreement will be done at Our sole discretion and at a cost mutually agreed on before We remove the system After the sixth anniversary of the In-service date, the customer does have the option to buy out or transfer the system in their name.?

We have scheduled to have the system reinstalled on 02/27/2016, which has been confirmed with the customer

Complaint: [redacted] I am rejecting this response because: Not surprisingly, I received no phone call or other contact from Vivint on 4/5/16, as promised in their last response There is also an update to the complaint I have had yet another billing concern with them, just last week I checked my balance online on Tues 3/29/16, which showed a $balance due I then later in the day received an email stating my acct was past due I checked online again, and it still showed a $balance due I called Vivint billing, and they said that past due balances don't show up in the "balance due" amount When I asked how I would then know if I had a past due balance, they said I would have to select the "make payment now" function on their website to see the past due amount I asked how this makes any sense, as why would anyone make a payment when the balance due is listed as $0.00? They stated this is how their website works I was then told the balance due was approx$after my March bill was credited the $from the fraudulent February bill This came as a surprise to me as just a week earlier my account balance (of just over $7) did not reflect that credit AND I had been told previously the $would be refunded to me as a check, not an acct credit I then asked why Vivint didn't just auto-pay the balance with the bank acct they had on file They said they disabled this on my acct per my request When I stated that a billing supervisor told me in February that auto-pay from my bank acct could NOT be disabled as it was in my contract with Vivint, my wife and I proceeded to go to our bank to begin the process of opening a new bank acct and begin moving direct deposits and such to this new acct in order to close out the one Vivint billing had on file I made it clear to this supervisor that this was my intention since Vivint couldn't cancel the monthly auto-pay Why did she not tell me that she WAS going to disable it?!? This would have saved my wife and I MUCH aggravation in opening/closing bank accts I then told a billing manager on that date (3/29) that I wanted my acct terminated and all equipment removed from my house He said he had no authority to do so, but would have someone contact me about my request (demand) As of 4/1/(hours later) I had no contact from them, so I sent an email to [redacted] @vivintsolar.com to inform them that as I had received no contact in hours to my request to speak to a supervisor, and no direct contact in over a month regarding this Revdex.com complaint (only promised to contact me for a resolution), that I would make no payments to Vivint for any services or goods rendered, and that the only resolution I will accept is complete termination of the contract and removal of all Vivint Solar equipment from my home I then received this update to the Revdex.com complain on 4/5/promising a contact on the same date It is now 4/6/and still no contact I remain firm on my only resolution being complete termination of this contract and removal of all Vivint Solar equipment from my home I have dealt with your company for approxmonths, and every step along the way has been mishandled and outright bungled by your company, from install onwards (as outlined in my original Revdex.com complaint) There have been billing cycles with your company so far: one lead to an outright fraudulent charge, and the second to an acct past due notice that doesn't appear on your website I have ZERO intentions of dealing with this aggravation on a monthly basis for the next years I expect Vivint to do the honorable and just action and accept my request (demand) for termination of contract and removal of all equipment from my home I sincerely hope you will ACTUALLY contact me this time, as opposed to yet another promise to do so with no action Sincerely, [redacted]