Complaints

This profile includes complaints for Vyvue's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vyvue

  1821 NW 6th St Oklahoma City, OK 73106-2618

• 

  Vyvue

  451 S Main St Ste 1 Springville, UT 84663-2293

• 

  Vyvue

  561 E Lakeview Pkwy Provo, UT 84606-7312

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My solar was supposed to be installed in October, I took the day of installation off and Vyvue called two days before to confirm the installation. The day of installation came and I sat waiting for someone to come. At 130 I received a call and the man that called stated he was calling to process my reschedule, to which I replied, what are you talking about where are you guys. The ********* my material did not come in and I was supposed to be called at 800am and told. He then attempted to guilt trip me into changing my plans, or leaving my keys with a neighbor so they could install the following week. I told the man that they had already wasted my time and they would not have to work on my schedule. I did not hear anything for 3 weeks. Mid Novermber I received a call and was given a mid Novermber date for my install. They came, on time and the install failed both structural and electrical inspections. The problems were corrected, and I was told a reinspection would be scheduled. Mid December I then called Vyvue and asked what was going on as no one had inspected anything and my first bill was due. I was told that the city was behind and to rest assured I was on the schedule. After Christmas a city inspector came out and did the inspection. I started talking to him, and he stated they were getting inspections done in about a week or two of them being scheduled. I told him what Vyvue had told me, and he showed me the work order for inspection. It had been scheduled the day I called them before Christmas. They had lied, at this point about almost everything. Second week of January ****** comes out and installs the meter for the solar system. Inside the house there is a device that transmits our solar data. It worked for 3 days, I sent two emails, which went unanswered. I finally called them beginning of February and was told I would be contacted in a week. I called back a week later and was told they couldn't find the call or request. Not working

  Business Response

  Date: 03/01/2024

  I am sorry about your prior experience.   Vyvue has recently changed field and office management to address these issues.  Your system is operational and has been since 01/24/2024.  You can see your production on the secondary meter your utility installed at that time.  Your internet portal was also online at that time.  A project manager will contact you and assist you in establishing your internet connection.  Several factors can effect your internet connection which will not allow you to view your production through your app or your portal.  Although your system is off line, you are still getting the benefit of your solar system.  Internet connection does not change what is reported to your utility through your production meter.

  Customer Answer

  Date: 03/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: while the system is getting ready by Every.  The system is not working as we were told it would.  We have made multiple attempts to get it working correctly, and it is still not working correctly.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 03/06/2024

  Your issue is your internet  connection.    Your system is and and has on and has been on since 01/24/2024 according to your utility.  I have attached supporting documents from your utility.     

  Customer Answer

  Date: 03/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:  Evergys part of the system has never been the issue.  The part I paid for from Vyvue does not work.  They evidently are now refusing to fix part of the equipment purchased from them.  The Internet connection is fine and working.  I will just get with their hundreds of other people they have screwed and we will file a class action lawsuit.  Maybe a ***** million dollar lawsuit will fix their customer service.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company contracted a solar installation at my residence in October and has since not followed through with the contracted (and pre-paid) step to schedule an inspection. This is after my calling multiple times per week for the past 4 months. They are working through another company called ******* for contracted work (which I filed a similar complaint for) and they have been equally negligent. My understanding is that VyVue contracted ******* to complete the project, but the working relationship between the two businesses has remained unclear. It has come to me scheduling the inspection independently (paid out of pocket) and the inspection failed on 2/15. They are not responding to my requests to fix the work. I have paid 2 months' worth of payments on the solar panel loan ($326/month) with the panels being non-operational when the company had 3 months to complete the project before my payments started. I will also be requesting reimbursement for the costs outlined below:$326 Solar Loan Payment For 1/24 $326 Solar Loan Payment For 2/24 $205 Out-of-Pocket Inspection Fee 2/15 $326 Solar Loan Payment for 3/24 (pending this all is resolved and the system is switched on by 3/1)$205 for 2nd Inspection (if this is not covered by the company)Total Compensation Requested: $1388 Contract with VyVue Totaled $80,750.07

  Business Response

  Date: 02/20/2024

  *****,

  Thank you for taking the time to give us feedback. We are actively working with ******** to get the work needed finished for this installation. AG has been unresponsive to Vyvue for some time now and we are taking further steps to get this corrected. Please feel free to reach out to *************************, as he will be the ** helping get these issues resolved going forward.

  Customer Answer

  Date: 02/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: My reimbursement request were not addressed and the response indicated I should be in touch with "*************************" but provided no direct contact information. This is unsatisfactory. 

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

  Business Response

  Date: 02/28/2024

  As per our conversation, and invoice for all of your incurred expense was sent to ********.  ******** was a sub-contractor of Vyvue and once we discovered that they where not completing jobs that they where contracted for, and in many cases paid as well we no longer use them on any of our contracts.  I will send the agreed upon amount tomorrow and continue to work with you to see your solar project through to completion.    

  Customer Answer

  Date: 03/12/2024

  I have corresponded with Vye Vue and have reached an agreement to complete the project. 

  Business Response

  Date: 03/21/2024

  **************** and I have been in communication .  His solar system is up and operating and we have reached an agreement  .  

  Customer Answer

  Date: 03/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased solar panels from Vyvue. The contract was signed on 06/03/2023. The company quickly installed the panels. We were told that we needed a new electric box for our home. We had it installed. Everything the company requested, we did with the idea that the panels would work. We financed the total for the panels, and the loan was quickly sold to another company. In the meantime, we are paying for the panels and the electric company. Never in a million years did we think that a company could install a product and it not work. We have lost faith in the company and would just like to have them take their panels back.

  Business Response

  Date: 02/13/2024

  ******,

  First off, so sorry for your frustrations. We have been making internal changes to insure the process of solar installation and account management will run smoothly going forward. You are correct that the system has been fully installed, we are just waiting on ************** of ******** to approve, that way your inspection can be completed and system turned on. We are in contact with PSO pushing this forward as fast as possible. Please feel free to reach out with any other questions. 

  Customer Answer

  Date: 02/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: we have been patient, and now the bottom line is that we are paying for solar panels that aren't working on our house and an electric bill each month. It appears that the solar panels may not ever work on our house. If PSO aren't granted permission, what is the problem? It's ok with us if our house can't support the panels. We would just like to not have to pay for them. Several mistakes were made but all is not lost. We would like to get out of this contract because this situation is taking too long to be resolved and all the company has said is that they are sorry for our frustration. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/31/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The original contract was signed in late September early October of 2023. The installation of the solar panels was done on October 9, 2023. The electrician came out and indicated some work needed to be done before they could finish. As of January 31, ****, the job is not completed. In contacting the City inspector of the City of **********, I was informed that this company did not purchase any licenses to do business in the City of ********** nor was a permit bought for the installation of these solar panels. The company charged me for the permits and licenses along with receiving the full payment for the solar panels, but has yet to come back and hook up the panels so that they can be used.

  Business Response

  Date: 02/01/2024

  Dear Customer, 

  I am not sure why the city is stating that your project never received a permit, I can assure you that we have all of the necessary documentation and fees paid. I see that your inspection is scheduled for 2/1/2024, once that inspection passes the inspector will submit documentation to your *************** at which time they will review your project and grant ********** to operate (PTO). Once PTO has been granted we can turn your system on and your project will be completed. We anticipate receiving PTO by 2/14/2023. If you have any further issues/concerns please feel free to reach out to us and we will be more than happy to assist!

  Thanks!

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company contacted me in May 2023 about solar panels. I decided to get them installed. I was told in May 2023 it would be a 3-to-4-month project. I accepted that. The panels were not installed until Oct of 2023. I was then told the city of Taylorsville had to inspect it. I didnt hear anything for weeks so in late Oct I called and asked what was going on. The city came out and said the plans did not match the project. Once again I did not hear anything for a month so I called again the city came out again in Dec and said the same thing that the plans did not match. I waited until after the holidays and called again. I was told they would look into it. Once again no communication back to me as to what was going on. My loan for the solar panels starts 26 Jan of ****. Why am I paying for this project that was not completed and does not work. I would like this company to resolve this issue as soon as possible or come get their solar panels and cancel my loan.

  Business Response

  Date: 01/29/2024

  *******,

  I am so sorry for the experience you have had with Vyvue. We are making internal changes to help resolve the issues we have been having for the past few months with timelines and internal operations. I will have our new Internal Operations Manager reach out to you ASAP to get this issue resolved. We are so sorry to have failed you thus far and will do everything within our means to resolve any issues that you may have going forward.

  Customer Answer

  Date: 01/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A salesman came out to my house his name was ** we went over. The solar options I asked several questions about terms and benefits. I decided to go ahead with the process. This was in July. They had several crews come out over the next two or so weeks to bring panels and set up the ******* of a meter. They told me mid August that they just needed an inspection. I never heard back from them. I started to get bills for the panels starting in November. I tried to contact them thru email and phone of what they contacted me on with no response. I googled customer service and was told it was marked as complete when it was not. They told me I would get reimbursed for the charge and expedite the installation. Neither happened. I attempted to call, and email several times and got voicemails. No reimbursements have been sent. My panels are not installed and they are not responding and Im getting charged for them. Its been 6 months since it was supposed to be installed and they are not.

  Business Response

  Date: 01/29/2024

  ********,

  I am so sorry for the experience you have had with Vyvue. We are making internal changes to help resolve the issues we have been having for the past few months with timelines and internal operations. I will have our new Internal Operations Manager reach out to you ASAP to get this issue resolved. We are so sorry to have failed you thus far and will do everything within our means to resolve any issues that you may have going forward. 

  Customer Answer

  Date: 02/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and if the Manager is able to contact me to help me resolve the refund issue I would be happy with that. I have been attempting to reach the manager several times, so hopefully he can contact me asap. 
  
  ************************************************************

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Salesman ******* Vohes with Vyvue solar panels, from **** came out to our neighborhood in July, saying that they would cut down our electric bill to one monthly payment of ****** for a 25 yr loan, thats not the case, we are still on TCEC snd have 2 payments now, very misleading and also have talked to the ** ******************* with the solar company , hes not returning calls, we only have 1 meter and unable to see the usage of the solar panels, because it is all tied into theTCECmeter. I I see in ********* Channel 4 in ************* was doing an interview with this company, also mentioned ******************* and other people are saying the same thing about the solar panels. Permit issues , we are not happy about two electric bills, due to the loan by ******. Please let us know how to get this resolved. Thank you ************* was doing an investigation on this company.

  Business Response

  Date: 01/29/2024

  ******,

  I am so sorry for the experience you have had with Vyvue. We are making internal changes to help resolve the issues we have been having for the past few months with timelines and internal operations. I will have our new Internal Operations Manager reach out to you ASAP to get this issue resolved. We are so sorry to have failed you thus far and will do everything within our means to resolve any issues that you may have going forward.

  Customer Answer

  Date: 01/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: INERNAL ISSUES, PER **** CONVERSATION, I WILL WAIT TO HEAR BACK .

  THANK YOU,
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/13/2024

  Unsure of who **** is, or what issues are being referred to there. Feel free to reach out directly to me with questions. ***************************. Email: ***********************************

  Customer Answer

  Date: 02/14/2024

  WE ARE STILL WAITING FOR THE ***** PANELS TO BE WORKING CORRECTLY, WE STILL NEED 11 MORE PANELS, AND ABLE TO GENERATE ENOUGH ***** TO BE OFF THE **** GRID,

  WE ARE NOT PAYING 2 ELECTRIC BILLS, WE WERE MISLEAD FROM THE BEGINNING THAT THE ***** PANELS WOULD GENERATE ENOUGH POWER TO HAVE ONE BILL.THIS COMPANY AND THE ***** REP WERE VERY SHADY AND THE **************  (CITY MANAGER) RAN THE **** OUT OF TOWN FOR NOT HAVING LICENSED PERMITS EMPLOYEES ALSO NOT INFORMING THE ELECTRIC CO **** THAT THE ***** PANELS WERE BEING INSTALLED HERE IN ****** W/O PERMITS. WE ARE VERY DISATIFIED!!!!!!!!!!!!!!

  Business Response

  Date: 03/01/2024

  I am sorry that you are not happy with your solar system. I have shared with you that ******* **** works for Vivint and is not an employee of Vyvue.  I have sent a screen shot to you as conformation.  Vyvue is a solar fulfillment and installation company and Vivint is one of several sales dealers that use our service.  I have sent you all documents associated with your sales proposal, as well as, the attached installation between yourself and Vyvue.   We contracted with you to instal and get connected to your utility a solar system consisting of 23 440 solar panels, which we did.  The proposal you sent me in a text message is not a Vyvue proposal.  This is a different proposal tool that ******* could have used if he intended to use a different installation contractor.  Vyvue does not have an exclusive agreement with Vivint.   I have sent you screen shots of real time reports of your solar panels production.  All your panels are producing as contracted.  Your utility does not require, nor allow, a second production meter.  You can see your production through your app and or your portal, which I have verified to be operational as well. 

  Attached to this response is a copy of your latest utility bill you sent me.  Your electrical usage is up 261% year to date from when your system was originally designed.  My field supervisor has advised that after your solar system was installed, you added a large electric heater and UV lights to grow plants.  Both of these consume large amounts of electricity and will have an effect on your net power offset.  

   

   

  Customer Answer

  Date: 03/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: 92 % amount of usage is NOT100%.

  we need 11 more panels!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/06/2024

  The contract that was agreed to is for 23 panels, which is what we installed.   As I have stated before, the screen shot of the proposal with 11 more panels is not our proposal, nor is it what was agreed to in our agreement    

  Customer Answer

  Date: 03/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: PER VP ******************* THE SYSTEM WAS DESIGNED USAGE AT 92% , WE WERE UNDER THE IMPRESSION, PANELS WOULD GENERATE AT 100% AND 1 UTILITY BILL

  THAT IS NOT THE ***** AND IS NOT 100% USAGE. WE HAVE SHUT OFF ANY EXTRA  POWER SYSTEMS AND ARE STILL GENERATING HIGHER THAN AVG UTILITY BILLS. PANELS DO NOT STORE ANY POWER AFTER THE *** GOES DOWN, BATTERYS /CHARGERS ARE EXTRA I ASSUME, WE WERE NOT TOLD THIS.

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

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a 11kw solar system through this company.The total AC output of this system is estimated at being 9.7kw (after power conversion).The contract I signed only lists the solar panels but not the make or model of the inverter which is the component that converts the power from DC to AC to be used by the House/Grid.During this process, Vyvue has not been responsive to the queries i have made.I only found out about the inverters they were using for my system through the electrical drawlings that were supplied the day prior to the install from the electrician. There was no direct documentation from Vyvue on WHEN my system was being installed nor what additional hardware, including the Inverter prior to the install.When having a moment to research the Inverter they spec for my system, it is under powered for my system costing me over a potential 2.5kw out of my 25 panel system from 9.7kw to 7.5kw. They have submitted on goverment documents that they are installing the ****600x hardware. When completing a physical inspection, they product they installed was a ****300X2, which produces even less energy then the listed ****600x that was on government permits which is also under powered for the system.Been attempting to contact them via Phone, Email, and their chat platform. I have received no responses from their ****************** team. I can only reach their Level 1 support who tells me they will escalate this to "upper management". I have received this response multiple times with any response from their "upper management". This issue has been occurring for weeks now where the company is un-responsive. All i want is from the company is to have a conversation and make this right. But they are not responding.But i am also concerned how many others that have purchased a system from them have also been frauded by this company.

  Business Response

  Date: 01/30/2024

  ****,

  Thank you for reaching out with your concerns. We have had confusion on this aspect before. The ****300X2 is a label put on the ****600X MicroInverter. I have attached the Datasheet directly off of NEP's website where they list the "****600X MICROINVERTER ****300X2 CEC Listing as Utility Interactive Inverter". The 300X2 is simply stating your inverter has 2, 300 Channels = 600. We have requested further documentation from NEP directly that additionally shows this. We choose this Inverter along with the 440W panel because it helps to maximize your system for the life of the system, not just the initial years of the panel's life. Please feel free to reach out directly with any other questions you may have on the Inverter Specifications.

  Customer Answer

  Date: 01/30/2024

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

  It also doesn't resolve the issue of your company being unresponsive for months at a time. I'm still unable to directly reach anybody even after finally getting One phone call after months of attempts without a follow-up to my queries.

  You also undersize your clients inverters while simultaneously not making them aware of that. Selling them hardware that makes it look like they're getting more power but intentionally capping them preventing them from actually producing what you say there are able to. You're not transparent about that. You do not make your customer aware of that at any point of their contracts.

  I'm I'm still waiting for a response from your CEO from January 2nd.. they still have been radio silence since then to explain to me what the why you undersold me a system. And since my system was installed in September, it's still not commissioned or activated or anything resolved. We're now over 4 months later with no viable resolution or suggested path forward to resolving our outstanding issues. 

  And Without any communication from your company, I'm going to have to escalate again and possibly take legal action in **** to attempt to achieve some resolution. 

  All I've been asking for is transparency about why you were not transparent about what inverters you're installing and if you could install the correct inverters for my system that are adequately powered. The ones you did install are underpowered for The solar panels use sold me. Never once in my contract did it state what inverters I was purchasing. This feels like a complete bait and switch. And with you being radio silent, taking months to make any response, exacerbates the issue.

  
  Sincerely,
  RG

• Initial Complaint

  Date:10/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contact on 6/22/2023 and here it is at the end of October and still my solar isnt up and running. I start my first payment on it November 19 and I am ******. That is plenty of time to get my install complete. I did not sign up to make two large payments to both Evergy and Goodleap. I reached out multiple times sometime they get back with me but I always have to call someone else because a lot of the time no one gets back to me. They have had nothing but excuses when I do call. I have dealt with **, *******, ****, ******** and Im pretty sure some others. One of the installers foot fell through my attic and we have a hole and all we got was $50 to repair it. Thats not enough to pay someone to come and patch it up. They left a huge mess on my roof after install that I was them to pick up and they didnt when I was told They would. I can provide more paper work if needed.

  Business Response

  Date: 01/31/2024

  ******,

  I am so sorry for the experience you have had with Vyvue so far. I see that your system is now fully installed and a service technician can be available to answer any questions to fix issues. Please feel free to reach out with any other questions for concerns.

• Initial Complaint

  Date:10/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed an Installation Agreement on July 1, 2023 for solar panel installation. Cost was $36,967.29. On July 6, 2023 the Site Survey was conducted. On August 10, 2023 the installation was done. On August 21, 2023 I was text that stickers were needing to be added to pass inspection.Then silence. I kept reaching out to my point of contact for help that got me no where. They received their money around August 10, per the loan company. After not getting any answers I reached out to the loan company about what was going on and also talked to the city of Derby asking if anything had been sent about final inspection.When I did this it was about two months out from install. After doing this I was told by the loan company that they were told they were waiting on placards (something nothing was ever said about) and suddenly I get a text about that same thing from someone. It seems once they get their money customer service completely ends. I'm sitting at two months since install with $36K worth of home improvement on my house with nothing to show for it.

  Business Response

  Date: 01/30/2024

  *****,

  I am sorry for your experience with Vyvue. I see that on our end, your system has now been turned on and is fully functioning. If you have any further issues with your system, give us a call and we will help find a resolve. Again, you have the sincerest apologies of Vyvue for the timeline it took to install your project. We have made changes within our internal operations team to help fix these timeline issues.

  Customer Answer

  Date: 01/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/30/2024

  I have filed before and it seemed that then it was corrected. However, now, it's gotten worse. We got solar from Vyvue and after the initial installation it would not turn on only to find out it was never wired properly and it had to be redone. It finally started working until July 2024 when after receiving an electric bill for over $200 finding out it stopped. We finally found somebody to talk to and when someone came out they found that parts of the system were installed wrong and those had to be replaced and redone. Since then the breaker box outside fit the solar keeps tripping the 20 fuses. We are being left to not only pay for the loan payment for the solar but for a high utility bill as well since it's not working properly. It seems no one is listening to our complaints and frustrations.

  Business Response

  Date: 09/30/2024

  Your solar system has been completely operational for over three weeks.  We have made all repairs and have responded to your request for service in a timely manner.   We reviewed your account today and all your panels are working as they should.      

   

  Customer Answer

  Date: 10/03/2024

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

  They can point out the last three weeks but they DO NOT respond to the previous month and a half plus that it wasn't functioning. This system has had issues since work was supposedly finished due to first it had to be completely rewired then certain parts were not installed correctly resulting in the system going down leaving us with the loan payment and a higher utility bill because of it. They do not address that or try to make that right.
  
  Sincerely,
  
  ***** ******