Business Profile

Solar Installation

Vyvue

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Complaints

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

Customer Complaints Summary

29 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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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:04/01/2024
Type:Sales and Advertising 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.
Good afternoon. I was under the impression that our project was finished and did not respond to Better Business Bureau because Vyvue said that they had completed everything. After further calls to the city and Evergy, it has been revealed that Vyvue has NOT completed their documentation to send into the city for further inspection. So as of right now, Vyvue did not do as they said in their response.
Business Response
Date: 04/08/2024
I am sorry for your experience. Vyvue is under new executive management. **************** is directly involved in, and are overseeing all accounts. We have completed your final inspection and your solar project is now with your utility. The utility has a maximum of 21 working days until the complete your meter exchange. The direct phone number to a member of upper management is: ************.
Business Response
Date: 05/13/2024
We are sorry for the delay. The issue is the City of Topeka building inspections. We sent a technician to your project to complete the required electrical inspection to submit to your utility, which we did. We where told that your city building inspection would be completed. We have uploaded your project to your city building department several times only to be told that tehy are unable to locate teh required documents. We are doing everything we can to get get your project completed but we are at the mercy of the city building department. I have a technician in ****** all this week attempting to get this issue resolved.

Customer Answer
Date: 05/19/2024

Complaint: ********

I am rejecting this response because:
The city inspector came again and said the plans you sent them did not match what was installed. Once you send the city matching plans for installation then they will accept it, but they have not received that yet.

Sincerely,

Briell *********
Initial Complaint
Date:03/12/2024
Type:Product 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.
Do I need to go in somewhere to make the complaint solved on Vyvue? They took care of me now
Business Response
Date: 03/18/2024
I sorry you had problems with your system. Your system is up and operating as it should. I followed up with project managers and have determined your issue has been resolved. We are not a 24 hour operation, however we do have several persons available during business hours 8am to 5pm CST. Our customer service number is ************. Your project manager is ***************************** and her direct phone number is **************
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.

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,

*************************************. 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.
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.

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,

***********************
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: 02/28/2024
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.
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: 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.

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,

*************************
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.
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.

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,

*************************
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.
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.

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.

************************************************************
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.
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.

Complaint: ********

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

Sincerely,

*************************
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.
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.

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
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.

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Vyvue is NOT a BBB Accredited Business.