SolarCity Corporation

Complaint: ***I am rejecting this response because: The salesman recorded the callsHow can I provide them? Solar City has themThe e-mails they also haveI provided the names of the two people I dealt with to Solar CityThey have those e-mails as well. The customer service person was rude and I would appreciate not having to deal with her againThey have all of documentation that they asked forWorst customer service ever.Sincerely,*** ** ***

We acknowledge the frustration our customer is experiencing and we are currently working with the customer to resolve any ongoing issues. Please call 888-785-with further questions

Initial Business Response /* (1000, 5, 2015/06/23) */
Thank you for forwarding this valuable feedback from our customerWe will have a Customer Care member reach out to address getting *** signed up correctly for ACHWe apologize for any issues this may have causedIf you have further
questions please call XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 9, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After going over this for the 4th time, I received a second call from a account person that it had been taken care of and all was well
Today, 6/25/we received a call from a person at Solar that we were in arrears and responsible for not paying our billsWe argued the fact, and the woman finally read the whole report and told us she was mistaken, and it HAD been taken care ofThis was after getting us angry and upsetThis company doesn't know what it's doing
Our credit rating, the last time we checked it was We have never had a problem with our credit or paying our bills on time
Final Business Response /* (4000, 11, 2015/07/09) */
We appreciate Mr***'s concerns and apologize for the inconvenienceWe have set up ACH payments for his account, which should be processed 7/10/15, and thereafter on the first of each monthOne of our customer relations managers will be reaching out to our customer after the date has passed ** ensure all has been processed successfullyPlease call XXX-XXX-XXXX with any additional inquiries
Final Consumer Response /* (4200, 13, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After the company called and told us that all was taken care of and there would not be any more problems about not paying our monthly bill, another call about our being in arrears was madeThe company doesn't seem to have it's various offices communicating with each otherWe haven't had any calls recently, howeverThey really don't seem to know what they're doing

We apologize for the frustrating circumstance surrounding our customer’s experienceIn regards to our customer's concerns, one of our Customer Relations Mangers has worked with our customer through *** 30th ***SolarCity has pulled our internal recordings (used for quality and training
purposes) at the time of saleIn review of those calls we have explained to our customer what was discussed with the sales agentDuring the call there was no mention of the number of panels, or reference to wanting exactly what his brother hadWe did inform the customer that the design being presented would cover over 50% of his electric billDuring the call our customer only seemed concerned about the price escalator in that he wanted to ensure there was a 0% escalatorThis would mean his monthly cost would not increase with SolarCityWe confirmed the agreement he signed has this 0% escalator as per his request
While our customer and his brother do both have lease agreements, it is important to understand that each home is unique given the usage as well as available mounting spaceWe could never guarantee a customer the same number of panels as someone else as there are many variables that have to be accounted forWe also provided our customer with a final design of their panels via text message and email on ***We allow a customer to cancel prior to constructionOur customer reviewed the agreement, signed, and continued on to schedule installation with SolarCity on ***The install was then completed ***
As our customer is concerned about savings, we have also offered to assist in completing a savings reviewIn order to address our customer’s concerns about the design of the system, we have requested months of his pre-solar billsOur customer only responded with of the bills neededWe do have his post solar PG&E True-up, but again need the pre-solar to validate his design and savings concerns
A Customer Relations Manager will be reaching out again to our customer soon in an attempt to speak with him and discuss this matter furtherPlease call 888-765-with further inquiries

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ** ***

Initial Business Response /* (1000, 5, 2016/01/14) */
We apologize for the frustrating circumstances surrounding our customer's experienceSolarCity has a viable solution for our customers and a manager will reach out shortly to discussPlease call XXX-XXX-XXXX with further questions
Initial
Consumer Rebuttal /* (3000, 7, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SolarCity communication manager has contacted me and apologize for the telephone call telling me of the removal of the installed Solar PanelOur discussion has entered a phase were the obtaining of an inspection by the utility company would be imitatedThat document was promised on the premise of the HOA corporate office by 01/29/That document has not been received as of 01/30/
The process for the notification to the utility company was not completely understood by SolarCityThis process is the responsibility per the contract and the utility company
This situation is still in dispute as of this date and information from SolarCity is not reliable
The situation is still an open case and waiting on SolarCity to respond in a reasonable timely mannerThe people involve with me on solar panel are waiting for completion to an official turn on of the systemI been waiting for months and the other have been waiting from to monthsSolarCity was advertised as a high reliable Solar installerMy experience has shown found SolarCity is fumbling around or playing games to get out of the contract
Final Business Response /* (4000, 9, 2016/02/01) */
We apologize for this inconvenience caused to our valued customerWe have spoken to Mr*** in regards to matter and as of today 02/01/2016, he is satisfied with the information we have providedWe strive to offer an excellent customer experience for every customer we do business with and will continue work with Mr*** until all of his issues are resolvedPlease call (XXX)XXX-XXXX with any further inquiries or concerns
Final Consumer Response /* (2000, 11, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SolarCity has submitted documents required to provide for the third party supplier to include there information for inspection by the bulk supplier of electricitySolarCity has apologized for information that breaches the contract and has continued to work with the customers to a conclusion for the solar panels to be operationalThe customer continues to work and add support to SolarCity to make a conclusion acceptable to parties of the contract

Initial Business Response /* (1000, 5, 2015/06/02) */
Thank you for forwarding this valuable feedback from our customerWe absolutely understand how exciting going solar is and how frustrating it can be if there is a delayWe apologize for this delay*** is now in touch with a customer
relations manager and has his direct contact informationWe want our customers up and running as quickly as possibleNo benefit is had on either ours nor the customer's side when the system is not producingWe are currently awaiting the utility in this caseWe are working with *** for an acceptable resolution

I do not accept the response from this company and would like to know what my options are

Complaint: ***I am rejecting this response because: This is the same thing they have been saying for 4-1/months.Sincerely,*** ***

They have the worst media relations girl working there by the name of *** Her press releases are filled with inaccuracies and downright lies She doesn't respond to phone calls and emails from media outlets looking to work with SolarCity They need to spend more money to hire more professional employees

Initial Business Response /* (1000, 5, 2015/12/15) */
We apologize for the frustrating circumstances surrounding our customer's experienceWe are currently coordinating a time to revisit the property to address any conditions that are not acceptable to our customerA manager will respond
again shortly with an updatePlease call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
One person called me an offered to pour concrete in the corner of my basement which of course I said no toHe then said he would send a professional cleaning company to clean up the mess as best as possibleHe was out of CA and a local rep would be in contact*** *** emailed me saying he would send a solar city employee to fix the problemI replied to him and explained I was told it would be a professional cleaning company and they need to reimburse me for the gallon bucket of stainI have not heard back
Final Business Response /* (4000, 21, 2016/01/24) */
We have made arrangements with the customer to have the stain taken carePlease call XXX-XXX-XXXX for further questions
Final Consumer Response /* (2000, 31, 2016/02/09) */
Hello Ms***,
Yesterday a cleaning crew was sent to our house to clean the stain and a check was given to us to cover the bucket of stainThank you for your help in getting Solar City to clean up their messThey ignored me until I got Revdex.com involved
Have a great day, *** ***

I filed a Revdex.com complaint in *** for same
issueI was called by Solar City about the billing issueI was told it would be taken care of and they would immediately debit my accountI kept checking my bank account and no debitI have tried for four + months to pay my SolarCity bill via direct debitSolarCity charges $*** surcharge if you pay by checkI have called numerous times, have been called by SolarCity, have been told they would direct debit and to no availI need this resolvedI want SolarCity to debit my account for the billI signed up for direct billing through their website in *** and this has gone on too longI refuse to call them as each time I am on hold for over minutes and promised it would be taken care of

Initial Business Response /* (1000, 5, 2015/12/10) */
We apologize for the frustrating circumstances surrounding this customer's experienceA manager will be in touch shortly to resolvePlease call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (3000, 7,
2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a phone call from Solar City on December 11, from a representative wanting to resolve the disputeShe asked that I have my referral contact themI had my referral contact Solar City via email and via the direct line provided to meI have not heard back from Solar City confirming receipt of these communicationsI have called the direct line times and left voice messages since December 11thI am looking for confirmation that they have receieved confirmation of our referral
Final Business Response /* (4000, 9, 2016/01/02) */
After connecting with the referree party on 12/29/and confirming the referral, a payment was generated and is on its way to our customerOur customer can expect the referral check in approximately 1-weeksOur customer was notified of this development on 12/30/Please call XXX-XXX-XXXX with further questions
Final Consumer Response /* (2000, 11, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Solar City has finally agreed to make well on their sales pitch promised to us over year ago

Complaint: ***I am rejecting this response because:they have been saying this samde thing for a long timeThey always claim they escalated it and do nothing at allThey lie and delay and delay and do nothingI have lost buyers for my house while we wait and waitReally getting tired of waitingI want this resolved
Sincerely,*** ***

I feel like this is a stall tactic , its been over days and no one has called me Had I not rejected their response my account would have been closed out

Alex BartlettCustomer CareHQ Las Vegas 03/11/4:49:PM SC response:3/11/WEB Revdex.com RECEIVE FINAL RESPONSE FROM BUSINESS : We again apologize for the frustrating circumstances surrounding our customer's experienceA manager has been in contact with our customer and confirmed our technician visited the home today 3/11/to turn the system back on at our customers requestOur customers system is again operational as of this datePlease call *** *** * with further inquiries

Initial Business Response /* (1000, 5, 2015/09/17) */
We apologize for the frustrating circumstances regarding this customer's experienceA manager will be in touch shortlyPlease call XXX-XXX-XXXX with further questions

We apologize for the frustrating circumstances surrounding our customer at this time, we are aware of the complaint and a customer relations manager will be reaching out to the customer shortly to disucssFor further questions please call 888-765-opt Thank you

We apologize for the frustrating circumstances surrounding our customer’s experienceA customer relations manager has been working with our customer to address this complaintPlease call 888-785-with further questions

We apologize for our customer's frustrating experience thus farA Customer Relations Manager has been in contact with this customer and is working with him to resolve the issues at handA Customer Relations Manager has reached out to this customer as of todayPlease call 888-765-option for any further questions