SolarCity Corporation

A Customer Relations Manager will reach out to the Customer regarding the complaint shortly.

Complaint: [redacted]I am rejecting this response because:I have been dealing with this since [redacted]. I have done everything I need to and yet the account remains. It is not mine. I did not open it, nor did I authorize it. The account was opened in fraud. I want the account taken out of my name. The customer reps there keep giving excuses. I was told it would have been taken out of my name in [redacted]. But it is still there. I've given them all the proof they have asked of me, and yet nothing has been done. I've filed the police report for identity theft, they have a copy of this. I sent it again and was told that was all they needed to take my name off the account. And yet it is still there. Sincerely,[redacted]

This matter has been resolved with the client. For more details please contact 888-765-2489

Complaint:[redacted]I am rejecting this response because: I only received an email that they will follow up with the energy company. No other results. It is very frustrated. Sincerely,[redacted]

A manager has spoken with and addressed our customer's concerns regarding the language in their contract regarding ACH and the associated discount. For additional assistance, please contact us directly at 888.765.2489 option 2. Thank you.

We apologize for the frustrating circumstances surrounding our customer's experience. A Customer Relations Manager will reach out to the customer shortly to address the complaint with the customer. Please call 888-785-2489 if you have further questions.

Complaint: [redacted]I am rejecting this response because:Solar City's Customer Relations Manager is the core of the problem. My calls and emails are routinely unanswered. When I do speak with the Customer Relations Manager assigned to my account I've been told by her that she will call me back at a specific time and that call never comes. I informed her when we spoke that a major source of my frustrations with Solar City is her poor communication, that I regard it as disrespectful and she disagreed with me.
Adding insult to injury, the work they did on my house failed inspection. They did get a tech to the house (who I can commend for taking charge of this process) to address all the issues which took over 5 hours to accomplish. It also required me to take two additional days off work 1. repair, 2. re-inspection and now I have to get the siding on my home replaced because of the damaged caused to correct the initial installer's mistakes. They have said they will cover the cost of repair but it is additional time off work I must take.
Moving forward, I had made a request that a different Customer Relations Manager be assigned the project that had been ignored. I'd like to restate that request here and also have the opportunity to speak to a Customer Relations Manager Supervisor to address the matter.
Sincerely,[redacted]

Customer had a concern with the time it would take SolarCity to reinstall her solar system after storm repairs were completed. The customer has been contacted and an earlier re-installation date has been agreed upon for 81/**.

Complaint: [redacted]I am rejecting this response because: I don't see Solar City attempting to correct the problem created by the sales agent , the last reply I received from solar city was trying to justify that I was the one that did not read the contract where I submitted to Robyn Johnson - Manager , couple of several emails clearly showing Mr. Curt Gamage sales person saying that what I was getting and signing was 120% more than my past consumptions and  that I would be able to use my electricity and AC 24/7. Base in this promises I assumed I was signing what I was told. At this moment I will see what Solar City will do to correct the situation. So far since I last spoken to Mrs Robyn very polite manager I have not hear back from her . As matter of fact my solars are not working and she supposed to help me but I end up handling the problem myself . Some one at solar city should be responsible for defrauding the consumers with sales staff lying to consumers such as me Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/16) */
We apologize for the frustrating circumstances regarding this customer's experience. SolarCity has spoken with Mr. [redacted] extensively regarding our customer's concerns. The contract does not offer "off-grid" possibilities, nor does it establish...

a payback plan on behalf of the utility company. The contract does mention monitoring but does not offer battery storage or backups. After speaking with Mr. [redacted], we offered to settle with $1500 in addition to two months' worth of lease payments to bring his account current. SolarCity will not be reimbursing for 10% of the value of the contract. Please call XXX-XXX-XXXX with any additional questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This reinforces my complaint: Solar City makes all of these false claims in their sales practices, then they say "It's not in the contract"as if it never happened. Usage monitoring is NOT provided. Additionally, they tried to SELL me battery storage systemafter they had previously told me that it was included. Also, Solar City reneged on their promise to make my contract current after the settlement payment. Furthermore, they have not "talked to me". They refuse to answer my phone calls and repeated messages.
Final Business Response /* (4000, 21, 2015/11/19) */
We have done everything within our power to satisfy this customer. Including a customer satisfaction payment.
Final Consumer Response /* (3000, 25, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Solar City still refuses to answer or return numerous phone calls. They also reneged on their offer of a customer satisfaction payment. We entered into a 20 year agreement, which they almost immediately breached. Since they refuse to even discuss the situation with me, I am at a loss.

Complaint:[redacted]I am rejecting this response because:  They called me and left a message, they said the number so fast that no one can comprehend it.  Furthermore, the 888 number is a sweepstakes number, bogus number.Sincerely,[redacted]

A Customer Relations Manager reached out to the customer on [redacted], [redacted]  and the customer expressed concerns in regards to the system size.Customer was advised that her concern would be looked into and she would be contacted again to go over her account.

We apologize for the frustrating circumstance surrounding our customer’s experience. A Customer Relations Manager will be reaching out to the customer soon in an attempt to speak with them and discuss this matter further. Please call 888-765-2489 opt. 2 with further inquiries.

We have been trying for 2 months to get a Solar City system installed. The company has absolutely THE WORST customer service ever experienced. We have neve fought SO HARD to spend $45,000. Never get call backs. Discovered The engineering team are unqualified (we are architects).
We gave up, now trying another company.

Tell us why here...One of our Customer Relations Mangers has reached out to the customer but has not had a chance to speak with them directly. Please call 888-765-2489 opt. 2 with further inquiries.

Complaint: [redacted]I am rejecting this response because: I received a call from SolarCity on my work...

phone and my cell phone.  I just missed the call on my work phone so I called right back.  I was sent to voicemail so I left a message.  I have left several messages and no one has gotten back with my.  This is typical of SolarCity. Sincerely,[redacted]

We are aware of the frustrating circumstance surrounding our customer. A Customer Relations Manager will be reaching out to our customer shortly. If you have any further questions or concerns please call (888) 765-2489. Thank you.

Initial Business Response /* (1000, 5, 2016/01/14) */
We apologize for the frustrating circumstances surrounding our customer's experience. SolarCity has a viable solution for our customers and a manager will reach out shortly to discuss. Please 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 Panel. Our discussion has entered a phase were the obtaining of an inspection by the utility company would be imitated. That document was promised on the premise of the HOA corporate office by 01/29/2016. That document has not been received as of 01/30/2016.
The process for the notification to the utility company was not completely understood by SolarCity. This 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 manner. The people involve with me on solar panel are waiting for completion to an official turn on of the system. I been waiting for 9 months and the other have been waiting from 6 to 9 months. SolarCity was advertised as a high reliable Solar installer. My 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 customer. We have spoken to Mr. [redacted] in regards to matter and as of today 02/01/2016, he is satisfied with the information we have provided. We strive to offer an excellent customer experience for every customer we do business with and will continue work with Mr. [redacted] until all of his issues are resolved. Please 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 electricity. SolarCity 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 operational. The customer continues to work and add support to SolarCity to make a conclusion acceptable to parties of the contract.

Revdex.com:I have...

reviewed the response made by the business in reference to complaint ID [redacted]6, and find that this resolution is satisfactory to me. Sincerely, Edward Arcena

Complaint: [redacted]I am rejecting this response because:  I have...

been communicating with the customer service line for months with no remediation.  The response that was sent had no manager name attached so I do not believe that this is being handled at the right level and does not confirm that I will be receiving a call from anyone.  I have been "promised" return calls and have never received one from Solar City. The number associated with this generic response does not address any of my specific concerns and is not acceptable and is on par with every unsatisfactory discussion I have had with Solar City for months now.Sincerely,[redacted]