ComplaintsforVistra Corporation Services Company

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased solar panels through Crius Energy in 2017. This company was subsequently purchased by Vistra Energy and we were not provided any information about who to reach out in the event of service needs for our solar panel system. We currently are having an issue with our solar converter box and the company for the box, SolarEdge, told us to contact the installer to start the warranty replacement. I have put in requestsb for responses from Vistra Corp. for who will be able to complete the warranty replacement but have not heard any information back. We are unsure who to reach out to at this point to get our solar converter replaced so that our solar panels are functional. Currently, they have not been functional since 4/17/23 and we are losing money every day that we are not able to process solar energy.

  Business response

  07/06/2023

  Re: *****************************- #********
  This letter is in response to the complaint filed by ***************************** on June 21, 2023, regarding Vistra Energy. In the complaint, ******************** states that she purchased solar panels from Crius Solar in 2017 and is currently having issues with the converter box manufactured by SolarEdge. ******************** indicated that ********* directed her to the original installer rather than assisting her under the SolarEdge manufacturers warranty.
  Crius Solar LLC is not affiliated with SolarEdge and cannot respond to any complaint she has regarding that manufacturer. As SolarEdge is the manufacturer of ********************** Inverter, SolarEdge should be her point of contact to resolve any inverter issues covered under the manufacturers warranty. Crius Solar ceased operations on January 1, 2020, and ************ assumed all of Crius Solars warranty obligations.
  On July 3, 2023, a Crius representative contacted ******************** and provided her with the above information. ******************** was thankful for the update and stated she has reached out to ********* for further assistance. We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at **************************************.
  Sincerely,
  *******************
  Customer Care Specialist
  Customer Advocacy ********************

  Customer response

  07/12/2023

  I am rejecting this response because: Our solar inverter replacement is still currently not installed and we have no resolution about who can install this for us without voiding the warranty. While **** was very helpful in attempting to identify a solution, we have yet to come to a resolution to our problem. We were told that ************ was the company that should have acquired our contract, but in talking to ************ (after 3+ attempts of calling and leaving messages), they told us over the phone that they are no longer servicing acquired contracts as they have too much work surrounding installs. After this, we were told to reach out to SolarEdge for support with the installation as they provided the inverter. Per the response from SolarEdge (see attached), they noted they are only a manufacturer not an installer. Based on these outcomes and the language in our Solar Agreement (attached, Part 5), we are required for Crius or an approved service provider to provide repairs to our system. As Crius was acquired by Vistra Energy, we believe it is the responsibility of Vistra to support the repair of our system by identifying a service provider who is now responsible for providing repairs to our solar energy system.

  Business response

  07/21/2023

  Re:*****************************- #********

  This letter is in response to the rebuttal filed by ***************************** on July 13, 2023, regarding Vistra Energy. In the complaint, ******************** states that the replacement inverter has not been installed and is requesting that Vistra assist with locating a provider that will initiate repairs without voiding the warranty.
  
  Although Crius/Vistra is not responsible for any equipment failures involving re-assigned Solar agreements, we acknowledge the customers concern and are currently implementing steps to assist. Crius/Vistra is actively reaching out to the corporate office for SolarEdge in hopes of collaborating with the manufacturing company and resolving this matter. Any updates going forward regarding repairs will be provided to the customer immediately.
  
  On July 18, 2023, a Vistra representative contacted ******************** and provided her with the above information. ******************** was thankful for the assistance. We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at ***************************************

  Customer response

  07/31/2023

  I am rejecting this response because:   We still do not have our solar inverter installed or a clear plan for who is responsible to now serve our solar panel maintenance needs. SolarEdge maintains it is the installers responsibility for maintenance and it is unclear who this is for our panel system. Every local company we reach out to says they do not service systems they did not install, so we need clarity around who our servicer is if they are no longer in business but were acquired by Vistra.

  Business response

  09/21/2023

  Re: *****************************- #********
  This letter is in response to the rebuttal filed by ***************************** on September 14, 2023, regarding Vistra Energy. In the complaint, ******************** states that the replacement inverter has not been installed and she still does not know who their Solar servicer is.
  On September 20, 2023, a Crius/Vistra representative contacted ******************** and she confirmed that her inverter had been installed. She also confirmed that her husband has been in communication with *********. ******************** was thankful for the assistance. ******************** has our contact information should she need further assistance.
  We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at **************************************.
  Sincerely,
  *******************
  Customer Care Specialist
  Customer Advocacy ********************

  Customer response

  09/30/2023

  I am rejecting this response because:   We are still requesting information about who our current solar panel servicer is. The only reason our solar panels are now working is because we found an electrician to install the inverter and he was able to connect with Solar Edge. We still do not know who is current servicer for Crius installed solar panels and this information is particularly important as we contacted 10+ solar companies for support with the inverter who told us they do not service systems they didnt install. As such, if we have future issues we need to know who is responsible for providing support. I did communicate this with **** and havent heard back yet.

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