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

  561 E Lakeview Pkwy Provo, UT 84606-7312

• 

  Vyvue

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

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:08/12/2024

  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:08/05/2024

  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.

  I signed the agreement in July of 2023. Solar Panels were installed in November of 2023. I paid for an adder of spray foam installation that was supposed to be done after the installation of the panels. We are now into AUGUST of 2024 and still no spray foam. The spray foam alone was almost $6,000. I was also told that we wouldn't have an electric bill anymore and that we would overproduce and get credits from the electrical company. I've had a bill every month with my last bill being over $200. We had a power outage which knocked out our wifi, and they never left the property equipment to reconnect it. Keep saying its being mailed to us but 3 weeks now and nothing. At this point I want them to come pick up their equipment and purchase it back from me. I don't care about the money I'm already out, I just don't want to continue paying for something that doesn't work.

  Business Response

  Date: 11/13/2024

  We have also been in contact with ******************************** has extensive work needed in her attic that would be outside our contracted scope of work.  We have offered to complete this work in lieu of spray foam, we have also offered to complete the spray foam after he has the dangerous issues corrected and the degraded insulation removed.  We also offered Mrs. ******* additional solar panels in lieu of spray foam.  During our last communication with Mrs. ******* she indicated she was going to replace her roof in order to list her home for sale.  We told her we would remove and rest her solar panels for her at that time.   She too told my staff he would resolve this issue with the BBB.

  
  

• 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: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.

  False advertisement (we were told we wouldn't have to start our payments until the panels were good to goLIES!)Awful customer service. When they do answer, you can barely hear them and they just have excuses.They are always cancelling or rescheduling. We took off work 3 times for installation, 2 times for electrical. And they cancelled or rescheduled all with less than 24 hour notice.Timeline:We signed up for solar panels in July 2023.They installed panels September 2023 Electrical somewhere between sept-December.Approval from city January 2024 Started paying on the loan (and still paying energy bill). February 2024. Missing a placard February 2024. Checked multiple times and the only update is it should only be 3-5 business days.Still waiting. April 2024

  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: ************.   

  Customer Answer

  Date: 05/13/2024

  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: 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.

  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: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!