There are two problems. First problem was a safety issue.
Vivint solar owns the panels on our house, was not willing to make them safe by installing snow guards (people could have been injured coming up our front stairs from a massive amount of snow falling on them), Vivint gave us the run around about installing the snow guards, told us we could not hire someone else to install them, said that they would not be liable if someone were hurt from falling snow, What kind of a situation does this put us in??? We finally paid $533 to buy the snow guards and finally vivint installed them. The Utah and Massachusetts offices of Vivant did not seem to communicate with one another very well. We are very disappointed that they would not pay for the snow guards nor did they seem to care about people being injured.
Second issue. We are having construction done on our roof. We are having a very difficult time getting Vivint to remove the panels for our construction. The sales person told us that it would be "easy" if we ever need roof work done, that we call Vivint , pay them $500 and they remove the panels.
After the roof work is done, Vivant puts the panels back. It has been not one bit easy. At the end of May we sent Vivant the drawings for the addition to our house. The Vivant person we sent them to never forwarded the drawings to the correct person.
No one at Vivint told us that we were supposed to be sent an invoice for $500 before we could schedule removal of the panels. Six weeks later Vivint finally tells us that we need to pay an invoice of $500. We wait 2 hours on the phone with the billing dept to pay them $500. They say that after we pay the $500 we will be able to schedule removal of the panels.
Two hours after we finally pay the $500 we get an invoice saying that we have to pay another $250 for a redesign of the panels on the new roof before we can schedule the removal of the panels. Why weren't we told this before???? We are willing to pay then anything. We contact them almost 2 months in advance to have this all taken care of and they do nothing until we CALL and CALL to try to get the panels taken off our roof.
We keep getting a different story from different people in the company. We are told our contractor cannot remove these panels from our roof but WE CANNOT GET VIVINT TO SCHEDULE A DATE TO REMOVE THE PANELS SO WE CAN HAVE WORK DONE ON OUR HOUSE. When we finally got them to remove the panels and after we explained carefully at least 3 times about which panels were to be removed, they removed the wrong panels. They only became interested, briefly, when we filed a complaint with the BBB of Utah.
We have sent 3 emails and left one voice mail with Michelle at Vivint who is supposed to talk with us about our bbb complaint. I can't believe that we still have 18 years left in this horrible marriage of a contract with this horrible company.
How frustration to wait 15 to 60 minutes on hold every time we call them. No one in the company seems to know what anyone else is doing and they are not knowledgeable.
Product or Service Mentioned: Vivint Solar Solar Power System.
Reason of review: Poor customer service.
Monetary Loss: $1100.
Preferred solution: I want a full refund and for the company to take their solar panels and terminate our contract with them..
I liked: Some of the people i communicated with.