ComplaintsforVista Installs LLC

• Initial Complaint

  12/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We agreed to purchase our ***** panels in late 2022 through then ***** *****. We agreed on the purchase when they explained the Illinois Shines rebate program. We signed all documents and they started installation around late December 2022 early January 2023. The panels were up and running on January 23rd , 2023. We spoke to our sales people in regards to the rebate in February 2023 to see what I needed to do for the Illinois shines rebate. I was told there is nothing we have to do as it was all taken care of just wait for our check in 9 to 12 months and they have been receiving the checks mainly around the 9 month ****. I had contacted our salesman yesterday in regards to not receiving the rebate check of approximately $11,200.00 , our salesman said he would look into it, and gave me a number to call for Vista formerly known as Excel. I called and spoke with a person , but the number was for different ***** company that could not help me. I then researched and found out the right phone number and called. I spoke to ***** the customer service guy. He stated that we never submitted the form for the rebate and that the Illinois shines program is out of money until July 2024 and they do not give that rebate amount any more. But he would email the form to fill out for a possible July rebate. I explained to him that I want to speak with a manager and of course he would “ have him call me back” they have yet to call or send an emaiI . I also texted our salesperson and he has not responded since I told him what happened. I told them this is sales fraud , as it is not right to take advantage of a disabled vereran on a fixed income, I told them I would not have agreed to the ***** panels if I was not getting the $11,200.00 rebate check. I told them after they pull the December payment on the 15th I am stopping any further payments until this is resolved. Either give me what I was promised or remove the panels and replace my shingles at their expense.

  Business response

  01/09/2024

  As of 12/28/23 this customer has signed all of the required forms that were outstanding, and we have submitted the documentation to Illinois Shines for processing.

   

  Please let me know if you have any additional questions.

  Thank you,

   

  **** *******

  Vice President Regulatory Affairs and Compliance

  Vista Energy ****eting, L.P.

  *********************************

  Office - ************

  

  Customer response

  01/10/2024

  Complaint: ********
  
  I am rejecting this response because:

     Everybody who accepts to have ***** Panels installed from Vista ***** out of Bethalto Illinois, must know upfront that the financial return that they push on the customers is not accurate. They hire salespeople to go into neighborhoods and push the ***** panels by saying anything they feel will help the sale. 
     We agreed to purchase the panels in October of 2022 and signed all paperwork and the panels were put up and started operation on January 23rd of 2023 in which the project manager let me know we were complete. In February I contacted our salesman (who was are only contact) as he told us to reach out to him if we needed anything. He just informed me all we had to do is wait for our check in the mail ( which on average is 9 months after installation) . In April of 2023 I reached out to him again to see if there was anything else we needed to do, and the answer was just wait. 
    In December I reached out to the salesman again, letting him know that we still hadn’t received a check that was do to us in September/ October time frame, he said he would look into it. He responded with later that Vista ***** took over ***** energy whom we purchased and had install the panels. 
     Vistas response was that we did not sign the forms after the installation of the panels, so unless we sign them now we cannot get our check for switching to *****! Not once did the project manager nor the salesman reach out and inform us of any needed changes paperwork, even after I reached out twice.

     I was refusing to sign the new installation papers with Vista in December of 2023 because they did not install them. They told me in the process of trying to shut me up that they have proof they emailed me the said papers in February? Yet I do not have them nor why would I not sign them if it was required to get my check for switching to *****? Not once did they reach out either by mail or by phone to let us know. Vista also informed me that the program we were sold on ran out of money and will not start up again until June of 2024, “but sign the papers and we will submit them so you can get your check then” and the check we are told we are supposedly going to receive is less than what our salesman told us.

     When a company sells people on a particular plan and then collects their payment for the service provided and then fails to follow through with what they agreed to do, is that not fraud? I feel that the right thing for the company to do would be ; pay the customers what they sold them on and  then the company wait and keep the check that comes to them anyways from the particular program reimbursing people for going *****!

     If I would have not signed a form that kept them from getting their payment , they would have reached out immediately and hounded daily for their payment. But, they have no problem screwing over their customers out of dollars they are due.

      This is very unprofessional and shady. I hope all who read this stop having panels installed through this company as they do not care to back what their salesman push onto the customers and they look for any loophole to take advantage of people!

    

  
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The project was started September 12, 2022. It was to take 6 - 8 weeks. The panels were not installed until the end of February or first of March 2023. It took until May to get the wiring fixed so that a meter could be installed on May 12. The system is still not working because it is not recognizing any power. I've received 3 bills of $75.96 from Enium Capital Group, LLC for a nonfunctioning system. There has been a major problem with the communication and not following up with statements of returning calls and completion of the job. The cost of the project was about $22,000. I would like to get the system up and running as soon as possible. It has been 8 months since the whole process was started and should have taken about 2 months at the most. I would also like $5,000 compensation for all the headaches and prolonging of the whole process.

  Business response

  06/22/2023

  Sent by email 6/20/22

  We have reviewed the status of this account and we were able to get in contact with this customer.  It appears the system is running but we need to inspect and fix the consumption meters. We have informed the account holder a technician can be there as early as tomorrow pending their availability to meet the technician.  Additionally, we have requested copies of payments made so we can build a reimbursement to be issued to the customer for the period when the system has not be functioning properly.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Installed solar in Aug 2022. 10 Microinverters went out in April 2023. Called them on April 12 about one of the circuit breakers not working. Created a case/work order #*****. Numerous calls to them have resulted in emails being forwarded by them to their repair ***** Calls to their customer service # ************ either comes up with a busy signal or "your call cannot be connected as dialed" from the robot operator. I have also talked to Enphase who monitors the system and there is nothing they can do nor that I can do to fix the problem.

  Business response

  05/30/2023

  In response to this matter, I can confirm we have this request ticket in our system and our records reflect we have been in contact with this homeowner, but we have been waiting for them to let us know the best time available for us to come work on the system.  We will reach back out to the homeowner again and see if they have a preferred time and will have a technician out at the earliest time available for the homeowner. 

   

  If you have any additional questions on this matter, please let me know.

  Thank you,

   

  ***********************

  Vice President ********** Affairs and Compliance

  Vista ***************** L.P.

  *********************************

  Office - ************

  Customer response

  06/01/2023

  Complaint: 20048587
  
  I am rejecting this response because: Request was called in 6 weeks ago - April 12. They finally contacted me by phone on May 30 and said someone would call me in two days to set up a time to come out and fix this problem. Previous to that call, no one has contacted me by phone or left a phone message. 
  
  
  
  Sincerely,
  
  *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩