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:08/21/2024

  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.

  Transaction date, 07/11/2023. Paid, 7,069.09. Spray foam Insulation-5,602.24. PE stamp-466.85. Small system adder <6kW 1,000.00,total adders cost:7,069.09. Has never been done.

  Business Response

  Date: 08/27/2024

  We are sorry you have experienced any problem with your project.  Some items claimed have been completed.  The charge for a PE Stamp is the required engineering that is needed  to complete plans to install your solar system.  The charge for small system adder is a sure charge because your system is below is below 6kw.  Both of these items have been completed.  One of our representatives  will contact you  in order to assess your attic condition associated with insulation.  Please help us get your project completed when they contact you.    

  Customer Answer

  Date: 09/03/2024

  
  
  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,
  
  
  
  **** *******  I have resaved a phone call from Vivue, said they would add three new panals and replace one broken one,on 8/29/2024.

• Initial Complaint

  Date:08/12/2024

  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.

  I used Vyvue because of the ****** sellers pushing it. It has been a nightmare. It took a year for everything to be complete and that was because I had to keep calling every few weeks to make sure things were getting done. There was always an excuse (a placard, too busy, etc) Finally, most everything was done. The last thing needed to be done was spray insulation that Vyvue charged me 7k for. I waited almost 4 extra months for the insulators to come to my house only for them to tell me that my attic space is too small for spray foam insulation. They they rented a machine from Lowes and bought 10 bags of insulation (the fabric kind with the fiberglass in it). They only used 5 bags in my house because there was some already in there. So the salesman sold me a lie without even knowing what I needed and made a solar plan for my house based on 30% help from insulation when I was already getting probably 80-90% from what I had. They spent less than 1k dollars on labor and material and charged me 7k and for a different foam then they said they would use. I don't have a contract that states it cost 7k but I have text messages from the salesman that it was a 7k insulation package and that if I paid someone to do it myself, it would cost 7k. Well he was wrong!

  Business Response

  Date: 08/19/2024

  I believe that you are in communication with our VP of Operations.  If there is anything else we can do please let us know.  Your sales person does not work for Vyvue, he works for ******.  ****** is a sales dealer.  Once the sales dealer sells and designs the solar system, they hand it off to one of several contractors, one of which was Vyvue, to engineer, permit, and instal the project.  We have emailed you your actual solar proposal that was submitted.  I believe you have direct contact information for us should you need further assistance.      

   

   

   

   

• Initial Complaint

  Date:07/10/2024

  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.

  In September ***************************************************************************** the attic. 3 months later they finished the physical install and left, saying the spray foam would be completed after the house passed inspection by the local utility provider. In January 2024, we had to start making payments on the system.In May, 2024 after multiple attempts to contact the company, we finally contacted the local utility provider and they informed us that a permit had never been applied for and no inspections had been requested.After the lender stepped in and contacted Vyvue for us, we found out Vyvue had sent our info to the wrong utility provider, even though they had our utility bill on file. Finally, in June 2024 the inspection was completed by the utility provider. I texted the contact I had for Vyvue and they told me to turn on the breakers and main disconnect myself and the system would be on. I did so, but the display does not register any power production.I have called every number I can find, emailed every email I can find, texted every number I can find, but 2 weeks later I still have zero response from anyone.

  Business Response

  Date: 07/11/2024

   I'm sorry that you have had difficulty contacting anyone.  I just spoke to my project manager ******* and he said he recently talked to you.  I will send a technician out today 

• Initial Complaint

  Date:05/21/2024

  Type:Order 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.

  We purchased solar panels back in June of 2023, these were installed in October of 2023. There was confusion during installation, the position of the panels had changed from the beginning of the contract. Now 2 of the panels are in the shade of the chimney most of the day. VyVue was also supposed to come back and do a spray foam insulation but never showed up. I called but never got ahold of our sales rep. I eventually sent a letter to their complaint department in **** telling them I wanted my 6.5K back. Once they received the letter they did reach out to me and said they were sorry but my account had been closed. They asked if my attic was empty? How would my attic be empty? At this point it has been 7 months with no contact and they made no mention about fixing the panels that are partially in the shade. I just want my money back and I will do business with a company that doesn't put you off and hope you just let them keep your money. The last guy I talked to said he would have to run it up the chain. I don't know why, they have $6,500 of my money for 7 months with no contact. You did not do the job so give me my money back.

  Business Response

  Date: 11/13/2024

  ***** ******* is not our customer, his wife is.  Extensive free service was performed at Mrs. ******* home as well as a cash refund check because she would not remove items from her attic and allow us to complete the service we contracted to do.   We even offered to upgrade her under sold system, that was sold by Vivint, not Vyvue, which she refused. She was supposed to contact the BBB after we reached a resolution by paying her thousands of dollars.  Obviously she did not.

  
  

  Customer Answer

  Date: 11/13/2024

  VyVue response is correct in one way. They finally refunded the money that was due.  We were told by VyVue that our attic was not safe for them to add the insulation and even if they did it would only help maybe 5% but this was 1 year later with no contact. Yes they gave me a refund but not until I contacted the finance company and threatened to get an attorney. As for an upgrade, VyVue took my money and didnt contact for a year, is still telling me the panels that are in the shade are putting out as much as the ones in the sun and wanted me to spend an extra $110 dollars a month with a company I do not trust.  So yes the matter is resolved because I contacted the finance company and pushed the issue.  If I had left it to them I would probably still not have heard anything. 

• 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.

  I purchased solar panel from Vyvue and the solar are not working, the company is telling me they cant help me with this I need to contact Evergy or another company called NEP! Also they want to charge me to come out and check the data box! They agreed they would be available 24hrs for help and I cant seem to speak with anyone to help me figure out if my solar panels are working! Know one is available the seller, the inspector, the installation crew know one. I just need help or cancel my contract and they can remove my panels

  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 **************

  Customer Answer

  Date: 03/19/2024

  Do I need to go in somewhere to make the complaint solved on Vyvue? They took care of me now

• 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: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,
  
  ***** ******

• Initial Complaint

  Date:10/11/2023

  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.

  Please see attached complaint form.