SolarCity Corporation

We are aware of our customer's frustrating circumstance and a Customer Relations Manager will be reaching out to our customer shortlyPlease call [redacted] with any questions

(The consumer indicated he/she DID NOT accept the response from the business.)Our issue is started prior to installationThe sales person, [redacted] ***, asked us about what our plans were We told him maybe a hot tub and pondPrior to signing, [redacted] told us that if we needed more panels, they "just put more up there." Then on the day of the installation when the breaker splitting came up, the lead person told us a similar story about we could just add panelsSo we proceeded rather than backing out at that pointWe continued with the contract based on information from both the salesman and the lead installerThis has nothing to do with anything else or what needs to be done to resolve the issueWe feel that the main issue is this: Did solarcity misrepresent the upgrading of the system in the future as we were told by two of their employees during the sales process and during the installation? Yes they did and should be held accountable for making it right either by voiding the contract or taking care of the necessary upgrades at their cost since Solarcity was deceptive at best during the sales and installation processwe relied on their "expertise" and that information was as we know now years laterwe still do not have a pond nor hot tub

A customer relations manager will reach out shortly to address this complaint with our customerPlease call 888-765-optwith further inquiries

Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ We apologize for the frustrating circumstances regarding this customer's accountWe are engaging the appropriate internal parties for a resolution and will reach out within five (5) business days to follow upPlease call XXX-XXX-XXXX with further questions

Complaint: [redacted] I am rejecting this response because: I had a person from SolarCity email and leave a message but now they aren't returning my emails or phone callsI do not know what their proposed resolution is - they do not state it in their emails and I have not spoken with anyone.Sincerely, [redacted]

A Customer Relations Manager is now holding a case for this customerWe spoke to the customer by phone today to try and address the customer’s concerns

Complaint: [redacted] I am rejecting this response because: I will wait until they resolve my problem, they schedule to fix it on 6/20, so PLEASE don't close this case until they really fix it thanksSincerely, [redacted] **

Initial Business Response / [redacted] (1000, 8, 2015/09/15) */ We apologize for the frustrating circumstances regarding this customer's experienceA manager will be in touch shortly to address all concernsPlease call XXX-XXX-XXXX with further questions Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/09/16) */ I have FINALLY received my money backI'm still unsatisfied with their handling of this caseI was not notified about the depositI just happened to log into my bank account and saw the depositI appreciate any assistance you provided in this matterI hope you do hear from the company, if only so that they know they can't do this to their clientele Thank you, [redacted] ***

I filed a Revdex.com complaint in [redacted] 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 $ [redacted] 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 [redacted] 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

We apologize for the frustrating circumstance surrounding our customer's experienceOur Management team is currently reviewing this matter to gather information and find a resolution that would be best to resolve this matter.For any further question please contact 888-765-

We apologize for the frustrating circumstances surrounding our customer’s experience A customer relations manager recently spoke with our customer on [redacted] and explained that the refund of $ [redacted] was being processed and should receive within a few days at customers new address Please call [redacted] with further questions

Initial Business Response / [redacted] (1000, 10, 2015/03/16) */ Thank you for forwarding the valuable feedback from our customer 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 our customer and have notified the customer's sales representative that he is no longer interested in moving forward with this projectThe sales representative will not contact the customer any further We will send the customer a document called a "notice of cancellation" that simply explains both the customer and our company are no longer in an agreement and absolves both parties of any obligations 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 Thank you Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/03/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with the company's response; however, I would prefer the Revdex.com keep the case open until I "physically" have the "Notice of Cancellation" Thank you for your assistance in this matter [redacted] C [redacted]

A Customer Relations Manager is reaching out to the customer regarding the complaintPlease call [redacted] with further questions

We recently have been in contact with the client, in regards to the account concernOur Management Team is researching the matter to come to a resolution to resolve this concern for our client, for further question please give us a call at 888-765-Thank you

We are still coordinating discussion with our customer regarding their complaintWe will reach out again tomorrow to update our customer

We're sorry to hear of our customer's concernA Manager will be reaching out to [redacted] to further address her concerns shortlyFor immediate assistance, please contact Option

We apologize for the frustrating circumstance surrounding our customer’s experienceA Customer Relations Manager has been working with the customer to address this complaint, and will continue to follwith the customerPlease don't hesitate to contact our team at 888-765-with further inquiries

We apologized this has taken longer than usual to contact our customer backSomeone from our customer relations team will contact customer within the next hoursWe apologize for the inconvenience

My husband and I were approached by Kristine Huey on Mother's Day (5/8) in Huntington Beach regarding our interest level in solar power for our home She was friendly and informative, and indicated she would schedule an appointment for us with a consultant We agreed on today (5/16) at 1:p.m., and were informed we'd receive an email confirmation prior to our appointment (email received)I responded to the confirmation email indicating my desire to cancel our appointment At the scheduled appointment time, I received a telephone call from an unknown caller Believing it was my daughter's cardiologist, I answered the call When the caller identified himself as a Solar City representative, I hung up I immediately received another call from the same number, which I didn't answer The caller ( [redacted] ***) left a voicemail response (voicemail included below) I then received a text message from the same person (text messages included below)I am beyond disappointed and horrified SolarCity has a representative, who claims to be with the "Customer Experience Department," who would treat ANYONE in such a condescending and rude manner Please view the text exchange below…actual text messages can be forwarded at request In addition, I've included a verbatim voice message left by [redacted] ***, actual voice message can be forwarded at requestTEXT EXCHANGE: [redacted] (5/@ 1:PM): [redacted] , you just hung up on me and no showed on our appointmentThat is extremely rude and you have wasted my time and money, along with our sales people's timeI don't think you'd be a good fit for our company if you can't even answer a phone and have the basic skill set of mannersCUSTOMER (5/@ 2:PM): Unfortunately, I've been in the hospital with my child since the middle of last night when she was admittedI responded to the email confirming our apptthis morning indicating I had to cancelI'm unsure why the cancellation was not forwarded or received by youI hung up on you with no intention of being "extremely rude"; however, I'm awaiting an important call from my daughter's cardiologist that I cannot missI've hung up on a few people today, as my daughter's health is my most important priority at this pointMay I get your email address, as I'd like to copy you on my correspondence with your company? [redacted] (5/@ 2:PM): Thank you for the reply backAll of us wish you well with your family's health and safetySadly, I'm not psychic so I do not know what is going on in people's livesAs for the email you sent, your sales person Kristine didn't get it, her manager [redacted] did not, nor did IThank you for stating why you'd hang up on people multiple times and why it's not rudeIf you have feedback you'd like to provide, Id be happy to speak or meet with you as I'm with the Customer Experience DepartmentLet me know whatever works best for you, [redacted] CUSTOMER (5/@ 2:PM): Please provide me your email or manager, so I may forward my sent response VOICE MESSAGE FROM [redacted] (5/@ 1:PM): "Hey, this is [redacted] from Solar City, we have an appointment at 2:at your house I'm here right now, and I just called you, and you, I guess you hung up on me So, a little confused as to why you would have us come out here, and then be so rude as to hang up on us Um, we don't do business that way Um, so I don't think we're going to be a good fit Okay, good bye."

Complaint: [redacted] I am rejecting this response because: Solar City did request INDIVIDUAL monthly statements dating back nearly two years Southern California Edison is not able to provide statements that go back more than a year Solar City has been made aware of this The usage information necessary for the analysis was available and was made available to Solar City This annual summary statement contains all of the information necessary to make the assessment To state otherwise is ridiculous I was able to determine that my production is 16% more than the previous year with rather simple math Asking for additional irrelevant information that Southern California Edison is unable to provide is a ruse to not perform the analysis since it does not fit their narrative Once I provided the necessary annual statement, the communications with their "service department" ceased.Sincerely, [redacted] ***