Vivint Solar

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

The company disputes the customer's statement that he did not sign the applicable transfer documents According to our records, the customer transmitted those documents by email on July 12, Additionally, after receiving email from the customer, senior management directed the company's Associate General Counsel to reach out to Mr [redacted] directly, which he did by email (because the customer requested that all communication be in writing) on October To date, the customer has not responded to the communication from the company's Associate General Counsel

Vivint Solar went to the customers home on 6/18/to resolve the communication error with the solar system.? Vivint Solar will continue to work toward a resolution with the customer within the terms of the contract

At Vivint Solar it is our practice to provide the best-in-class experience to our customersAs a result of that, we have been in continual contact since Mr [redacted] has posted his concernWe have on that same day called Mr [redacted] with an appointment in hand so that he would be able to accomplish his home repairsAdditionally, we followed up on his concern that our techs may not show up at the designated time window, and insured that they would be there at the specified timeAs a company, we want to ensure that we are providing excellent customer serviceIn Mr [redacted] ’s response to our follow up with the techs he had indicated that our techs were great, courteous and diligent as local Vivint has been all along.? We have been upfront with Mr [redacted] throughout this process and have followed up with all his concerns As part of Mr [redacted] ’s posted concern, he requested that we refund him a portion of the required fee for the time and effort that he has ? worked on attaining an appointmentAs a part of pursing customer excellence, we have offered him $as part of going above and beyond in customer serviceNow, Mr [redacted] has replied that our offer was not sufficientAlthough it is not requisite that a refund be issued, Vivint solar will reach out to our billing department to inquire if an additional $can be refunded to Mr [redacted] Vivint Solar will continue to work with Mr [redacted] .?

Vivint Solar has approved the customers request, and the check is being processedPlease allow 4-weeks for processing?

I have given Vivint solar several chances to correct this issueAgain, they have not shown up for scheduled appointments on multiple timesLatest appointment was Friday April, 27,After multiple timesI won't fall for it againThere last contact with me was to offer me a sell out to have the panels removedI'm not paying to have this done!? Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

A member of our Management Team is working with the customerWe are having a full assessment done by a third party roofing contractor, in order to determine what damages need to be repaired? ?

Complaint: [redacted] I am rejecting this response because:At this time I have spoken to one representative regarding the matter at hand as nobody has given a resolution or returned phone calls My sales representative suggested I call headquarters, which I did because nobody was giving him an answer as well I finally was able to reach, after multiple calls, a supervisor She has forwarded my complaint to the resolution department but at this time I have yet to hear from someone Therefore, there is no progress towards a resolution at this time Furthermore, it was verbally guaranteed by our sales representative when we agreed that it was going to cover 101% of my utilities otherwise we never would have agreed to have installation begin I discussed it at length with my sales rep I would never agreed to only have 80% off set and pay someone else for the same energy I was already receiving from our utility company In addition there also has been no communication aside from the site visit as to the poor installation This matter regarding the installation has been a problem from the beginning and my sales rep got nowhere trying to have someone contact us regarding it At this time we find no benefit from the solar as we have already accrued a huge bill from our utility company that will not be offset by this system the slightest In addition we still have to watch every kwh that we use as we are not producing what was proposed because a portion of our panels were installed with shade hitting them a portion of the day vs if there were installed in the original location we would have full sun till sunset Only these last two months have we produced a good amount but that was due to the unusual weather we have had for this time of year This still will not offset our $700+ bill we have from our utility company and it's not even summer time yet From the date of installation this company has had poor communication with us We feel that if this company were committed to their customers the matter would have been resolved already Sincerely, [redacted]

We are currently working with the customer and have scheduled their final inspection for this coming week with them and their municipality We will discuss further the request for the compensation once we are able to get the certificate of completion and have progressed them to the final stage to turn on the system

Vivint Solar reached out to the customer on 11/via phone to address the customer's concerns and left a voicemailVivint Solar also sent the customer an email with our contact information and provided our availability to discuss the customer's accountVivint Solar will continue to reach out to the customer in an attempt to address the customer's concerns?

? Complaint: [redacted] I am rejecting this response because they have not fully finished following upI don't want to give the impression that they've resolved this issue, which they have not Sincerely, [redacted] ***

Vivint Solar has spoken with the customer and clarified the invoice that they receivedThe request to resolve the billing concerns was submitted to the incorrect department, and subsequently, another invoice was sent to the customerThat has since been resolved, and because of the nature of the situation, a goodwill credit was given to the customerThe specialist assigned to the account will be monitoring the system for the time being to ensure system operations, and will reach out to the customer on or before Wednesday, December 20th with an update

Vivint Solar does have a signed Prospective Customer Consent Form which is only for the authorization of the credit check What was signed on Cody's phone initially was only to check of our prospective customers credit history Once the credit history is obtained we can provide a quote for solar panel installation

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

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the response is the first step in a POSSIBLE resolutionThis is not the first time I have been promised resolution, therefore I am not willing to close this complaint until Vivint follows through with yet another promise Sincerely, [redacted]

Viivnt Solar's Customer Success Department reached out to the customer regarding the complaint We called the customer on 3/and informed them that we are currently waiting on the Utility company to issue Permission to OperateVivint Solar will continue to work with the customer to come to a resolution within the terms of the contract

Vivint Solar spoke to the customer on 5/31/to go over his concernsWe addressed the damage to his home and opened a case with the correct departmentVivint Solar will continue working with the customer towards a resolution.?

Vivint Solar has confirmed with the customer that the exterior repairs have been completed Vivint Solar is currently working with a third party contractor for an estimate regarding any interior damage, caused by the solar installation Vivint Solar will remain in communication with the customer regarding the damage complaint and any outstanding billing 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

we are up and running finallyYou can close the complaint