Vivint Solar

Through analyzing the customer's current utility bills, Vivint Solar ascertained that the increase in utility cost is directly related to the customer's increase in usageThe system is currently functioning properly and was designed accurately to offset usage provided to Vivint Solar at the time of designVivint Solar calculated the customer is saving money, despite increase in usage and presented this to the customerAt this time Vivint Solar is not in breach of the Power Purchase Agreement and cancellation is not optionalAdditional panels are not in compliance with PNM regulations.?

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Complaint: [redacted]
I am rejecting this response because:none of the misleading issues in my complaint was addressed?
Sincerely,
[redacted]

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Complaint: [redacted]
I am rejecting this response because: We are rejecting this based on a number of issues and I'd like to clarify further from our original complaintOur solar panels have been installed for nearly a YEAR, without any productionIn fact, while our panels were installed and lay "dormant" all of last year's summer, we were advised NUMEROUS times by Vivint that they were waiting on our Town to come by and complete the necessary work on their end, including inspectionTurns out, this was a blatant lie that, again, was repeatedly provided to us by VivintOf course, being the consumer, we have absolutely no way to counter that? at the time, and initially were told that it could take extended periods of time for this phase of the installationTurns out, we were having this "production issue" all alongThe Town had come by promptly, but our system was not working based on issues on Vivint's end, which they attempted to cover up and not properly convey to usI don't need to explain the savings we not only were promised but missed out on during the summer monthsMoreover, during that time period and beyond, we made numerous attempts to reach our Sales Representative, who was no longer returning our calls and his voicemail was fullWe then were told by Vivint representatives that the entire office that we were working with, including our Sales Representative, "was let go," to use their exact wordsTurns out, this too, not surprising at this point, was? a blatant lie.? Finally,? we have been complaining not? only about the? "production issue" but the fact that we have? an extremely loud, vibrating noise now coming from the corner of our roof.? We have been complaining about this for approximately three months' time, and to date,? NO ONE has? gone on our roofWe have examined and thoroughly inspected the interior and exterior of our house, with the exception of going on the roof, and found no structural reason for this noiseMoreover, it only started happening after our panels were installed.To address the "visit" we received yesterday, which forces myself or my spouse to entirely re-arrange our work schedules in order to be home, was simply, in my opinion, an attempt to satisfy this complaint via Revdex.comIt was the same as our last two visitsThey look at our panel, they come inside and look at our box, offer multiple theories but no concrete solutionsWe are told the same thing every time, which is "we will know more in hours" and that is never the caseMoreover, as polite and friendly as the Service Technician, Josh, was, he clearly stated to me that he was not even able to repair the box or look at the "board" because of the inclement weatherBased on this, I am VERY unclear as to why a technician was even sent to our house, again, disrupting our scheduleI'll reiterate that I suspect? this visit was clearly to satisfy the Revdex.com complaintMoreover, he was entirely unaware of our REPEATED complaints about the noise on our roofWe talked in detail about this, and I made sure to ask that it be documented, as we keep repeating this over and overHe advised that some customers do have issues with loose "S brackets" and that may be causing the loud noise and vibrationsJosh called me yesterday following our appointment, to confirm that he will be back at our house on Thursday at approximately 1:pm, depending on how long his previous jobs would takeHe said he would make sure there was sufficient time in his schedule to also go up on the roof, inspect and fix, as necessary, the issue causing the noiseAn hour later, my husband advises me that he received a text message saying some other technician would be coming at 11:on Thursday.Finally, we were referred to Vivint by a family memberWe were advised that as soon as our panels were installed (NOT TURNED ON) that she would received a credit in her accountI corresponded with her yesterday, and she STILL has not received such creditWe have asked a number of times that Vivint release those fundsMoreover, in my conversation with her yesterday, she revealed that she is aware of four other individuals that have yet to receive their referrals fees, and it has been over a year for them, tooThis is a shocking and extremely unethical business practice, and if I can find individuals in a course of minutes, this leads me to believe Vivint has not paid thousands of referral fees, promised to its customersThrough this Revdex.com complaint, we are asking for swift resolution on the following matters:Fix our "production issue"Inspect and repair, as needed, equipment on our roof causing extremely loud noises and vibrations.Confirm date, time and technician's name that will be at our property next.Promptly release the referral funds as promised.Grant us a $3,credit for the year-long and continuing production issues, customer service issues,? lack of resolution, etc.? Thank you.[redacted] ([redacted] ([redacted])? ?
Sincerely,
[redacted]

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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 meI am still not happy with the business response or the productHowever it seems this as far as I can go with this at this time.?
Sincerely,
[redacted]

Vivint Solar apologizes for the customers negative experience and has reached out to the customer via email per their request 3/In addition we have requested additional training be provided to the sales representative to help prevent this from occurring again.?

Vivint Solar has contacted this individual and addressed their concernsWe reached a solution and their concerns have now been resolved

Vivint Solar has attempted to contact the customer regarding their complaintWe have left a message asking the customer please return our callWe will continue to try and reach the customer as well

The customer is on a Lease Contract and the lease guarantees a set amount of production each year from the customers anniversary dateIf this production is not met, the customer will be refunded the necessary amount.? The customer has been refunded for the solar energy that was not producedAny additional compensation being provided would be considered a goodwill compensation and would require a W-to be completedLocated within the W-document, on page 4, there is a graph that shows any money received over $is required to be reported to the IRSThe customer is not considered a contractor.?

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Complaint: [redacted]
I am rejecting this response because: I sent them the PGE bill of 05/that has the NEM bill more than month agoI will go on and resend itHopefully, that will help them to resolve the problem and take care of the bills that accumulated over one year, because they didn't finish their job.?
Sincerely,
[redacted]

Vivint Solar made contact with the customer on 8/and 9/and scheduled a service appointment to address the production issue and animal guard clipsVivint Solar will maintain consistent communication with the customer going forward to resolution

Vivint Solar is currently in communication with the customer regarding the complaintWe have compared her Vivint Solar invoices with her lifetime production, and we were able to address the reason for her high Invoice in May A billing adjustment has been submittedIt may take 7-business days for the adjustment to be applied.?

Complaint: [redacted]
I am rejecting this response because: I left a message yesterday for Michelle T[redacted] to return my call.? I know she might be very busy but did not return my this morning, and I left a 2nd message today for her to call me.? I sent an email message to her this morning and will now wait to see her response.? Please do not close my case.? It is upsetting that Vivint did not review my case and have a ready solution to prepare an accurate bill and to credit us for being overcharged.? It is not satisfactory that they would respond by asking that we call to review the problem.? We have already spoken many times with their billing and customer service reps.?
Sincerely,
[redacted]?

Vivint Solar spoke with the customer on 5/23/and informed her that this situation is now under investigation and we appreciate this being brought to our attentionVivint Solar aims to provide the highest level of customer satisfaction and takes very seriously any claim to the contrary

Vivint Solar has reached out to the customer regarding the complaintCustomer mentioned that they are now aware of the terms within the contract and know they signed a contract with Vivint Solar.?

Vivint Solar has attempted to reach out to the customer on multiple occasions to attempt to resolve the issueWe are waiting for the customer to return our calls or emails to resolve the issue

The $per KW price is a reduced rateThe regular price to purchase the system is $per KWWe offer the reduced price if the home is being soldThe customer is requesting something that is not part of the terms of the agreement.?

Vivint Solar has reached out to the customer so we can work with a third party contractor to get the hole in the wall fixed more quicklyWe are waiting to hear back from the customer to schedule this

Vivint Solar contacted the customer on 2/23/to come to a resolution within the terms of the agreementThe customer has refused to work with Vivint solar and a resolution within the terms of the agreementThe customer informed Vivint Solar on 2/23/that they? will pursue other avenues to resolve the complaint

Vivint Solar as spoken with the customer on 3/15/and will move forward with a mutually agreed upon plan of action.?

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Complaint: [redacted]
I am rejecting this response because:There
was never an agreement in the beginning for Vivint to cancelWhen I spoke with Vivint Solar on 3/5/2018, Vivint said that since we did not have a contract they were seizing all communication with meThis does nothing to address that they lied to my communityWhen I advised this to the representative, he told me that they spoke with Vivint Solar customers in my neighborhood and they were satisfied with the serviceI told Vivint Solar that they are happy because they have been lied to and have a sense of realityThat they need to address that Vivint lied? Vivint responded by saying, again, we do not have a contract with you and will be seizing all communicationThey did nothing to satisfy or remediate this Revdex.com complaint but rather tell me since I was smart enough to do my own research and not fall for their lies, they won’t even discuss their wrong doings with meThis is wrong and this company is operating with zero integrity as their Revdex.com reviews reflect.?
Sincerely,
[redacted]