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My husband and I purchased a house in Jan 2018. A Vivint solar system was already there on the property.
Vivint suggested to transfer the agreement to us at that time. However we realized that there was an issue of the net meter placement. Net meter allows Hawaii Electric (HECO) to keep track and credit the excess energy generated by the solar system. There are two houses (front and back) on the properties with two separate electric meters.
The solar system energy production was tailored for the front house. However, the net meter was placed on the back house. That means the system was installed incorrectly from the beginning, and the previous owner might have paid extra money for energy they never used or had never gotten any excess credit the solar system generated. That's why we didn't want to take over the agreement.
Vivint had been contacting us on the transfer since 2018, but we didn't want to take over the solar system until the net meter issue was fixed.
The only solution we would accept was for HECO to swap the meters between the two houses.
In July 2020, we agreed to sign the transfer agreement under the condition that the net meter would be swapped back to the front house. When we were about to sign the contract, we found out that the back house address was on the contract, so we notified the rep. Vivint then proposed to us that we needed to transfer the agreement under our names first before they could ask HECO to swap the meters, and we wouldn't be responsible for any billing until the problem was fixed. We agreed and signed the contract.
In Aug 2020, a Vivint crew came claiming that they were fixing the breaker for the system.
But we found out much later they came to connect the solar system to the back house where the net meter was. They didn't explain anything to us or have our permission to do so. We had no clue what they were doing but trusted them. As soon as we found out what went wrong, we told the rep immediately.
Now they not only needed to swap the meters but also needed to reconnect the system back to the front house. If they couldn't do it, we asked for a cancellation of the contract.
In Sep 2020, they requested our trust and deed for HERO to swap the meters, and we provided.
Vivint billed us for Sep and Oct 2020 usage while they tried to convince us to reduce the number of panels and made the system for the back house instead, but we declined because we only wanted a solar system for the front house. We demanded for a cancellation of the agreement. They agreed to waive those two months balance.
We expected a cancellation of agreement would be rendered due to the mistakes Vivint made.
However, they came back to us saying that they were not able to get HECO to swap the meters or reconnecting the system back to the front house. And because we signed the agreement that we were deceived into, we would be responsible for the bills in the future. We already have Nov's outstanding bill. The company is holding the signed contract against us.
If we refused to pay the balance, they would send it to a 3rd party collection. We requested to cancel the agreement because they didn't do what we agreed on.
Vivint is not a good honest company! Do not use their products or sign any contract with them because you could never get out of it.
User's recommendation: Do not use VivinSolart . The worst company I have ever used.
Preferred solution: I requested a cancellation of agreement..
Vivint Cons: Breached what we agreed on in the contract.