SolarCity Corporation

We have reached out to the customer again to go over what the customer is calling a lien is actually a UCC-Fixture Filing that is for our equipment It is not against her home or business and if the home is refinanced, can be removed temporarily until the refinance is completedWe also discussed that if the customer sells the home, our reassignment team will work with their new buyer to transfer the solar to the new ownerSolar is very popular and many buyers seeking solar homes to lower energy costs
We have a settlement for the customer to remove the system but it will be at a cost to the homeownerWe would like to move forward to make the corrections sited by the Utility so the system can be activated and the customer can lower their energy costs

Complaint: ***I am rejecting this response because:
There is nothing stated in the contract to make up "production electricity " bill out of nowhereFraud and scam
They "trying" to contacted meWhat kind of the response is that?Sincerely,*** ***

Initial Business Response /* (4000, 13, 2015/06/10) */
Thank you for forwarding this valuable feedback*** has a Power Purchase AgreementThis means he purchases the power the solar system producesHe is only paying for production, nothing moreA Customer Relations Manager has been in
contact with ***Portion of the contract that speaks to this: In the first year of the Term, Estimated Production will be based on our production projectionsAfter the first year of the Term, Estimated Production will be based on historical production for that month in the prior yearIf we bill you for Estimated Production because your System is not reporting production to SolarCity, and we subsequently determine that we have either overestimated or underestimated the actual production, then we will adjust the next bill downward (to refund overbilling) or upward (to make up for lost billing)If you have further questions, please call XXX-XXX-XXXX
Initial Consumer Rebuttal /* (4200, 17, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SolarCity's estimate has not taken into account that the prevailing weather for the period in question which was overcast and rainy; this would have substantially reduced solar output during the time in questionSolarCity's response to me was that "they were able to determine that the production figures for March and end of February are accurate and that their estimate is reasonable" (end of story)SolarCity's "Customer Care" employees have been for the most part, argumentative and defensive, and dealing with them is been unpleasantSolarCity has never made mention of adjusting my bill downward or that they would work with me in any way, most of their response is just a pasted in copy of a clause in the contractThis is just a polite way of telling me that they don't value me as a Customer, "now go away!"I get the message, but as far as I'm concerned, SolarCity's response is not a resolution, and is totally unacceptable

Complaint: ***I am rejecting this response because:The response says I will be contactedIt does not state any resolutionI need Solar city to fix the problems with my panels. Sincerely,*** ***

We apologize for the frustrating circumstance that this customer experiencedA Customer Relations Manager will be reaching out to this customer very soon

Revdex.com:Even though I don't accept the company's handling of my case I'm stuck with the way they handle customersI sent my information asking for a response if it was received and what was needed? I never receiveda responce.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, 2015/11/02) */
We apologize for the frustrating circumstances surrounding this customer's accountWhile the customer's system was approved on 8/26/by the utility company, the system was not confirmed as producing until 9/Because of the fixed monthly
amount, lease payments are collected on the first of every month in advance for the nextOn 9/30, a bill was generated for the month of September as well as the month of October as the system had been producing for the month prior as wellThis is not a double-charge, but rather a charge for the month that the system was producing and working optimallyThe $is a discount applied to signing up for ACHAs noted in the contract, if the customer enrolls into ACH, the discount of $will be applied to all future billsPlease call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (3000, 11, 2016/02/02) */
Double charged me, will no waive fee
No monthly savings on bill as promised
Very unorganized
Customer service not helpful
Aside from their product not saving me money as they promised
Solar City says that my first month of service was September but I never got my first billIn October they charged me twice, I called and asked why, they said, "Our departments were not communicating effectively and didn't get around to sending you a bill for your fist month"
I refuse to pay September's payment of $48.45, they were not organized
As of today I have not paid a single payment because they refuse to waive that first monthThey have tacked on late fees that I will not pay because I tried to pay them and get this figured out in October but they kept giving me the run aroundThey also are trying to make me pay $every month for not having automatic deposit which I was never told and I will not pay that
Double charged me, will no waive fee
No monthly savings on bill as promised
Very unorganized
Customer service not helpful
Aside from their product not saving me money as they promised
Solar City says that my first month of service was September but I never got my first billIn October they charged me twice, I called and asked why, they said, "Our departments were not communicating effectively and didn't get around to sending you a bill for your fist month"
I refuse to pay September's payment of $48.45, they were not organized
As of today I have not paid a single payment because they refuse to waive that first monthThey have tacked on late fees that I will not pay because I tried to pay them and get this figured out in October but they kept giving me the run aroundThey also are trying to make me pay $every month for not having automatic deposit which I was never told and I will not pay that

A customer relations manager reached out *** to address and we are currently reviewing the account for resolutionThis manager will reach back out tomorrow to update the customer

We performed a Savings Analysis for *** and we did go over the results with him on ***We did explain that due to his usage increasing by 17% the system is not designed to produce that much, therefore he will have to purchase the excess energy from the utility*** understood at that time that he is using more energy

We apologize for the circumstance surrounding the clients concern, our Management Team is in contact with the client to address the concern. For further question please reach out to 888-765-

Initial Business Response /* (1000, 5, 2015/08/17) */
We apologize for the frustrating circumstances surrounding this customer's experienceOn of our managers will reach out shortly to addressPlease call XXX-XXX-XXXX with any questions
Initial Consumer Rebuttal /* (3000, 7, 2015/08/30)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Solar City has contacted me and said they will not install the free nest thermostat as promised at contract signingThis is completely unacceptable to meI signed a legal contract and promise to fulfill the obligation, why can't they? The contract clearly states a free nest thermostat will be installed by Solar City but they say my sales rep didn't send in the notice on timeHow is this my faultPlease advise me of the legal actions I can move forward with? I have not made and will not make a monthly payment until this dispute is settledThank you
*** *** XXX-XXX-XXXX
Final Consumer Response /* (3000, 13, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer from Solar City was a fair offer because the cost of a Nest thermostat is My problem is the cost of installationThe cheapest I can find for an install is Why can't Solar City send someone out to install the thermostat as originally agreed upon?
Final Business Response /* (4000, 15, 2015/09/05) */
The terms and conditions required to proceed with a NEST installation ensures that SolarCity is not held responsible for any manufacturing issues with the NEST thermostatAs the terms and conditions for this installation were not signed and the promotion is no longer valid, SolarCity cannot assist with installation without assuming product liabilityPlease call XXX-XXX-XXXX with further questions

We apologize for the frustrating circumstance surrounding our customer’s experienceA Customer Relations Manager has been in touch with our customer as of 12/20/16, and will continue to follow up with them and address their concerns until an appropriate resolution has been reached. Please call
888-765-optwith further inquiries

Initial Business Response /* (1000, 9, 2015/06/19) */
Thank you for forwarding this valuable feedback from our customerWe were able to work with our billing department and revise the permission to operate date to 4/09/Billing is in process of being updatedWe apologize for any
issues this may have causedIf you have further questions please reach out to XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 12, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your responseYesterday I talked with the billing departmentThey said the date has been changed, but the credit has not been applied back to our accountUntil the credit is applied, I will keep this complaint openSolar City has proven to be an unreliable company on following through
Final Business Response /* (4000, 14, 2015/07/09) */
We apologize for the circumstances regarding this customer's concernWe have spoken with this customer and rectified their concernsPlease call XXX-XXX-XXXX should you have any questions
Final Consumer Response /* (2000, 16, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
You failed to mention your talking with the customer was the customer having to take the initiative to call you, not the other way aroundI had to call the company again on 7/13/to confirm that the credit has finally been addedSince we finally received the credit, I will close the complaint

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, 2015/10/04) */
We apologize for the frustrating circumstances surrounding this customer's experienceOur MyPower contracts require that the customer pay for the system's production, which can vary from month-to-monthThe rate-reduction payment guarantees a
lower rate once paid and exists to allow customers to use their tax return to lower their rate paymentsA manager will reach out to our customer to review any additional concernsPlease call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still has not resolved my issueWe will require the unit to be removed and and any damage from unit to be fixedBecause of this issue we are not able to afford itI asked several times about the contract and they told me other wiseSo issue still not settledWe will however be talking to a manager this Saturday and will be telling him the sameThis business is this worst I have ever dealt with and I completely disgusted
Final Business Response /* (4000, 9, 2015/10/08) */
A manager reached out on 10/via telephone and email to address these concernsThe contract stipulates variable billing, which will continue as per the signed agreementBecause SolarCity has not violated any terms of the agreement, we will not be removing the system from the homeThe rate reduction payment serves to reduce our customer's energy rateIf payment is not remitted by June 1st, billing will continue at the higher rate until the rate reduction payment has been made in fullThis is on the very first page of our contract and amendment, signed 5/4/Please call XXX-XXX-XXXX with further questions

We apologize for the frustrating circumstances surrounding our customer’s experience. A customer relations manager reached out on 1/6/to address and we are currently reviewing the account for resolutionThis manager will reach back out today to update the customer.Please call 888-785-with further questions

One of our Customer Relations Manager has worked with the customer to get this resolvedOur customers are free to cancel up until construction has begun on the homeIf our customer did not want to move forward with solar, a re-roof would not have been necessarySince our customer agreed to move
forward with going solar, and allowed SolarCity to re-roof the home project for the express intent of going solar, SolarCity will not reimburse our customer as customer’s contribution is warranted with Hallmark Homes INC Please call 888-765-with further questions

Complaint: ***I am rejecting this response because: SolarCity (*** ***) has contacted about my account and the concerns I have brought forth Once reviewed they will contact me their decision Until then I will continue to reject the responses.Sincerely,Risal Vu

Initial Business Response /* (1000, 10, 2015/04/16) */
Thank you for forwarding this valuable feedbackWe were able to touch base with our customer and alleviate his concerns
We were able to re-route the conduit and will follow up with touch up painting
Initial Consumer
Rebuttal /* (2000, 12, 2015/04/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We apologize for the frustrating circumstances surrounding our customer's experienceA customer relations manager has been working with our customer in regards to these concerns and spoke with customer last on 7/26/16. Please call 888-765-with further inquiries