SolarCity Corporation

Complaint: [redacted] I am rejecting this response because: The initial error was a result of Solar City negligence in correctly calculating the number of solar panels needed to supply us with the energy we neededThis resulted in owing [redacted] $ [redacted] in addition to what we paid Solar City and cost us more than what [redacted] would have been aloneTheir salesman used a bait & switch approach in his sales pitch and gave us and our neighbors inaccurate factsWe were all specifically told that Solar City would come out and clean the panels times a year, we were all told that we could have the system removed anytime during the year contract if we were unsatisfiedJason Adams also informed us after reviewing our [redacted] statements that Solar City would "take care of" any payment we owed to ***Jason absolutely lied to us several timesWe were informed at any time that we would have separate billing and another non-ACH fee due to Solar City's mistake and having to add additional solar panelsSolar City's business practices are against the law! Sincerely, [redacted]

A customer relations manager has been in contact with [redacted] and have found where the error was that caused the gift card not to be sentWe are currently working on having a new one issued to himFor further questions, please call 888-765-thank you

We apologize for the frustrating circumstances regarding the experience with one of our employees A Customer Relations Manager has reached out on November 3rd, *** at 8:am PST, to the email provided in the complaint As advised to the complainant, we will be following up on the situation internally and offered to add the complainant to the DO NOT CONTACT list The Customer Relations Manager has provided contact information to the complainant and is available if any further action is requested Please call 888-765-with further questions

Initial Business Response / [redacted] (1000, 5, 2016/03/18) */ We apologies for this frustrating circumstancewe are currently reviewing all of the concerns and address them with a resolution Our Management team has been in contact with the clientFor further inquires please contact XXX-XXX-XXXX opt

Complaint: [redacted] I am rejecting this response because: I believe I have come up with an alternative to greatly reduce the cost of the Main Panel upgrade which we feel would now cost a total of $3,or less SMUD has agreed to bring the amp service to our property at no cost This means that the only work involved is to take the line from that drop to the Main Panel and install new amp service SMUD will provide the wire from the drop to the MP We feel this would remedy the issue at a greatly reduced cost to all I have told [redacted] about this several times and have not heard anything back We are willing to sign up for the second system today if SolarCity is willing to reevaluate the cost of running the line from the drop to the MP All the Markings for the utilities have been done and the drop site for the new line is clearly marked SMUD has told me there is no need to dig up any portion of the driveway with the exception of maybe where the service crosses of to the Main Panel which we are willing to be responsible to repair once the upgrade is done We feel this is a viable option for all of us and are anxious to get started Thank youSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ We apologize for the frustrating circumstances regarding this customer's experienceGenerally, SolarCity will contribute in any reasonable way to a customer's project in order to allow it to move forwardThis includes, but is not limited to: re-roofs, main panel upgrades, structural upgrades, &cSolarCity only contributes to these upgrades if they are required for the job to proceedIn this instance, our design & engineering team is confident that the existing main panel is sufficient for solar installation at this timeAs such, an upgrade is unnecessaryOur NEST thermostat promotion does have stipulations regarding our ability to install and unfortunately at the time of the site survey, the main panel was not compatible to connect with our NEST systemOur senior sales manager has been diligently working with this customer to find a workaround to this concernPlease call XXX-XXX-XXXX with any further questions

This project has been elevated to a Supervisor of our Customer Relations team who will serve as the main point of contact to assist and resolve the remaining project steps and address our customer’s experienceWe have left a voice mail and email to our customer on [redacted] and have provided further email follon [redacted] with updates regarding the transformer upgrade currently in progress [redacted] has set the utility pole as of [redacted] , and now [redacted] has just relayed that the upgrade will be completed by [redacted] We will be getting further updates from the utility and keeping our customer informed weekly, expediting where we can to bring the project to a closeWhile the utility transformer upgrade costs are being paid fully by SolarCity in this instance, this non-standard aspect of the solar install has indeed delayed our customer from being able to enjoy the benefits of systemThe term of the agreement will not start until it is energized, and we will be working to compensate our customer for the delays and experiencePlease call [redacted] with further questions

Thank you for contacting SolarCity, a Customer Relations Manager will review the customers installation and contact them shortly to resolve the customers concernsPlease contact us at [redacted] with any questions

Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ We apologize for the frustration our customer has enduredThe project has been officially cancelled and closed out and this contract has been dissolvedPlease call XXX-XXX-XXXX with any additional questions Initial Consumer Rebuttal (The consumer indicated he/she ACCEPTED the response from the business.) As long as the banking info they collected isnt effected or charged for any reason since there is nothing to be charged forThis is my only concern remaining at this timeThank you

Customer was contacted on 6/13/ [redacted] by a Customer Relations Manager to go address his concern with the transfer of his agreement to potential buyersPlease call 888-785-with further questions

Complaint: [redacted] I am rejecting this response because: Nothing has been resolved as of yet, but I am actively talking with the company and I don't wish to close the complaint.Sincerely, [redacted]

They flat out lied to us They told me that the tax credit was refundable, it is not they told me that my loan payment would be per month it goes up to in months our electric bill hit once a year there is no benefit to me what so ever When I call my rep he plays dumb like he didn't say what he said He sat next to me in my home while I was signing the contract and told me what was in the contract and gave information and we trusted him to do the right thing

A customer relations manager last spoke to the customer on 02/28/to address his concernsThis matter has now been resolved with the customer as of today, 3/30/Please call [redacted] with further inquiries

Initial Business Response / [redacted] (1000, 8, 2015/05/20) */ Thank you for forwarding this valuable feedback from our customerWe have tried to reach them via email and phone on the following dates: 5/at 2:00PM LVM for site visit, 5/at 9:40AM LVM, 5/at 1:AsstRegional Operations Manager left a voicemail, 5/XX X:XX AM sent email, 5/at 10:we sent email and left a voicemail on both numbers on file We would love for them to contact us so we can address the issueXXX-XXX-XXXX

We are aware of the frustrating circumstance surrounding our customer and a Customer Relations Manager will be reaching out to the customer shortlyPlease call 888-765-with any further questions

Complaint: [redacted] I am rejecting this response because: I have spoke with the relations manager Laura Ball several timesShe is actually customer service is what she told meShe can not make the decision to remove the panelsI want them removedSo someone higher then her has to call and speak to me, or let me know what can be done about this problemSince writing the Revdex.com I have spoke with the electric company and and the problem is not themI have spoke with Laura who can only tell me that my panels are producing but CAN NOT tell me or show me what I'm using and if I'm really using the solarWhich I am not since the difference we are fighting over is @ 10,KW Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The salesperson mislead us and liedThe contract is very one sided and we are not saving what we were told we would saveThe government needs to investigate these solar companies for the sales tactics, lies, and one sided contracts that benefit the solar company more than the consumer.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: No one contacts us and the last conversation with [redacted] she told me that she didn't believe usThey aren't trying to help us with the problem or willing to fess up that we were HIGHLY misinformed and blantley lied to about a contractThe salesman [redacted] was asked numerous times if there was a contract every time told us noAnd said we just had to initial for a credit check which now they are saying was signing a contractAbsolutely absurd how things have been handledSincerely, [redacted]

We apologize for the frustrating circumstance surrounding our customer's experience A customer relations manager reached out to the customer on 3/09/and requested supporting documentation to proceed with reviewing this customer's concerns Our last communication with the customer was on 3/14/where the customer was refusing to provide the documentation we were requesting Our customer relations manager will contact the customer again to address

Initial Business Response / [redacted] (1000, 5, 2014/02/05) */ Thank you for forwarding the valuable feedback from [redacted] regarding Revdex.com Case # XXXXXXXXIt’s always been our goal to exceed our customer’s expectationsDirect feedback, positive and negative, is key to identifying areas where we can improve We reviewed all the information in this matter with [redacted] and made prompt contact via phone and email Through careful consideration to their needs, we resolved the issue and have come to a mutually agreeable resolution for the misunderstandingWe will make all efforts to ensure that this will not occur again We were able to get the correct decals placed, feedback has been given to all involved parties and [redacted] does now have PTO or Permission to Operate his system We value the trusted relationship we maintain with each of our customersTheir continued satisfaction is one of our top prioritiesIf you have any questions, please call our Customer Care team at [redacted] Final Consumer Response / [redacted] (2000, 7, 2014/02/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) SolarCity satisfactoryly responsed by realignment of PV panels, placing decals to identify electrical components, and provided appropriate instruction to 'turn-on' the PV system upon HECO NET metering installation completion There was no "missunderstanding", there was NO communication from SolarCity until Revdex.com contacted businessThank-you very much for contacting SolarCity on behalf of this consumer [redacted]