SolarCity Corporation

Initial Business Response /* (1000, 5, 2014/05/13) */
Thank you for forwarding the valuable feedback from *** *** 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 *** and made prompt contact via phone and email
It is never SolarCity's intent to be deceptive in any wayWe sincerely apologize if this is how *** feltThe contract is not executable until the site survey has been performed and the design has been completedThis information should have been relayed to ***We are working closely with our sales department to make sure each customer understands exactly what they are being asked to sign
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 ***
Initial Consumer Rebuttal /* (2000, 7, 2014/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive confirmation that the contract had been cancelled and a phone message was left for me by a Vice President of Customer CareSo my exact issue has been resolved
The statement in the response that "the contract is not executable until the site visit" is not backed up in writing within the contract and the salesmen never discussed a contract with me so it is still unclear to me what steps they are taking to ensure that the salesmen are clear and up front with the potential customers
Because of the value of the contract (years X approximately $per month = $36,000) and the implications to the real estate that has the contracted system on it, I do not believe that Solar City takes this issue of fraud by there sales people as seriously as they should
The fact that they apologized for how I "felt" is an indication of thisThe fact of the matter is, their salesmen executed a contract with me under pretenses, using deceitful tactics and being dishonestI really want other potential customers to be aware of this so they are not put in the same situation which could lead to financial hardship for some

Complaint: ***I am rejecting this response because: I did pacifically ask solar city mrDavid Kim(586)945-representative that doesn't have a lien? what would happen if I sold this house later tomorrow? He say no lien and no cost to remove because this is rental And as soon as I find out about the lien/Solar city call UCCThe solar city mrDavid Kim representative did not even know UCC was on the contract As soon as I talk to mrDavid Kim he did not even know UCC was exists he never heard that name UCCHe was surprised when I told him what's going on, and he even told me text him the paper so he can ask his supervisor what is UCC mean Specially I toe MrDavid Kim at the beginning this is house is business And I purposely asked all kind question about a lien about what will happen we moving the solar and my business/money/house And all this time I was the one asking them why put a lien on my Business/name? I was the one that keeps on calling and asking what is going onIf the representative at solar city don't even understand/know UCC so that mean they are lying and keep a incorrect information. Sincerely,*** *

We apologize for the frustrating circumstance surrounding our Customers Experience. I spoke to *** *** on *** and he advised that he was satisfied with the resolutionPlease call *** opt with further inquiries

Complaint: ***I am rejecting this response because:
I spoke with a regional manager, which is higher and was informed there is nothing they can do as the orginal complaint states.Sincerely,*** **

Complaint: ***I am rejecting this response because: Have not been contacted by Solar City.Sincerely,*** ***

A customer relations manager will be reaching out to the customer to further address the concernsPlease call 888-765-for further questions

Since January of SolarCity has been double billing me and adding a mystery tax that I had never been assessed before and they can give me no explanationI call them every Friday to resolve this and after being on hold for ten minutes they tell me that it is being looked at in billing and they will call me the following Monday, which of coarse, never happensThey take the exact information from me every time, stating they are updating my accountIt's the same thing, over an over and over and overMeanwhile I am paying twice the amount as stated on my lease, AND being taxed on top of it; by whom I have no idea!

We have added the non-customer's contact information to our Do Not Call listPlease allow 7-business days for this to go into affectIf you have any further questions please contact us at

We appreciate our customer’s concerns as we continue to merge our billing accounts to a different internal platformSolarCity is aware of all issues related to this merger and is currently working to correct the affected accountsWe thank our customer for their continued patience as we make progress toward resolutionFor further inquiries, please contact us at 888-765-Thank you, Ryan Reed | Customer Relations Supervisor | SolarCity | t: 888.765.2489,,CA CSLB 888104, MA HIC 168572/EL-1136MRClick here to view our complete list of license numbers by state

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, *** *** ***

Our Management Team is working with the client to get this matter resolvedFor further questions please contact 888-765-

Tesla has provided an option for the customerThe customer called the Customer Relations Supervisor handling their case, in which the supervisor returned the phone callThey will be attempting contact again next week to resolve their concerns

Initial Business Response /* (1000, 6, 2015/06/02) */
Thank you for forwarding this valuable feedbackWe apologize for any misinformation or miscommunication that may have happenedWe absolutely care about our current customersWe take all feedback seriously and use it to provide feedback and
change processes when a mistake has been madeWe have processed the referral payment and it will be delivered within a weekIf you have any further questions please call XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2015/06/03) */
Thanks ***
Since they said that it will be delivered within a week, I will wait until next Wednesday before I respond
Thanks again!

Initial Business Response /* (1000, 5, 2015/12/08) */
We apologize for the frustrating circumstances surrounding our customer's experienceWhen we spoke with our customer on 8/1/15, we advised that an average solar project is estimated to take between an estimated 3-months until completionWe
are currently within that timeline and will be submitting all paperwork to the utility company for approval, which is the final stepPlease call XXX-XXX-XXXX with further questions

We apologize for the customers frustrations A Manager from Customer Relations will reach out to the customer to assist

A Customer Relations Manager will be reaching out to the customer to further assistIf you have any additional questions or concerns please reach out to our Customer Care Team at 1-888-765-

A Supervisor of Customer Relations reached out viq phone and email on ***We are attempting to connect with our customer in order to discuss possible options to help resolve their production concernsWe've left another voice mail and email today for the customer, and will continue to reach out in order to connect and resolve this matterPlease call 888-765-with further questions

Complaint: ***I am rejecting this response because: SolarCity's last point of contact was on 6/27/I filed another support ticket with them on 7/5/** and still have not heard anything from themI paid ~ $**,USD for this systemTheir failure to provide me with status updates on the problem is a concernThe odds of me being the only person ever to have this problem are slim to noneThey seem unwilling to send a person out to my house to get the equipment in proper working order.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/27) */
We apologize for the frustrating circumstances surrounding our customer's experienceA customer relations manager will reach out shortly to address this complaint with our customerPlease call XXX-XXX-XXXX with further questions

Initial Business Response /* (1000, 11, 2015/09/24) */
We apologize for the frustrating circumstances regarding this customer's accountOur agent Jeanean indeed misquoted the contract price, but corrected herself shortly after conferring with our billing specialistsAn amendment was signed on
2/18/acknowledging the rate of .2597, which is located on page of the amendmentIf the customer is lacking the copy that was signed via their email address, please call XXX-XXX-XXXX and we can send an additional electronic copy immediately
Initial Consumer Rebuttal /* (3000, 13, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They admit they mislead usWe were never told they were raising our charge for the production of electricity that we producedThey also admit in line of their response "If the customer is lacking the coy of the signed via their email " We never actually signed thisWe were only told there was a change being made because of where the unit (panel) was being installedNEVER ONCE were told they were changing the rateAnd why would anyone change a rate to more than double and why would anyone agree to this type of rate increase? We never agreed to it and would never had agreed to itThis is more than double our bill through PGE why would we do thatIT IS NOT Saving us anythingThey are trying to avoid the whole issueWe DO NOT and will NOT accept their reasonThis needs to be taken further and will beThey need to try and explain why they raised the amount charged for production of electricityThey cannot I am very sure
Final Business Response /* (4000, 15, 2015/10/08) */
The contract clearly lays out the agreed to pricingOur DocuSign is secure and confirms and agreed-upon rate of $0.2597/kWhOur documentation attaches an IP address to all documents as well, and this contract is shown to have been signed in Merced at the customer's residenceWhile reviewing, our agent did complete an investigation to confirm the final pricing which was ultimately determined to be $A customer is provided a copy of their contract and all documentation immediately upon signing, but if they have misplaced, we can happily provideWe are still looking into additional options to amend the contract and request patience as we consult with our investors on the feasibility of changing the contractThis can take up to several weeksPlease call XXX-XXX-XXXX if you have any further questions
Final Consumer Response /* (4200, 19, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The contract clearly stated at the beginning the agreed upon priceThey changed the price for no reason and they are refusing to provide a reason for the sudden change of priceThey pressured us into signing an amendment stating there was only one change that was to a change of where the actual box was going to be locatedThere was NO mention of a price changeThey swindled this price change in without discussing this change or making us aware of the changeThey negotiated in bad faith and also misrepresented the true contractThey have continued to refuse to justified or even give any reason as to why the drastic change in price for our production of solarWe will continue to fight this price increase until they can legitimately give proof of why the price was increased and what caused the price increaseThey are refusing to do this because there is no reason they tried to slip this by another consumer thinking they would not notice and or would not careThey are acting in bad faith and near to criminal acts