SolarCity Corporation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

SolarCity works with several Lenders to finance the purchase of solar systems.  The Lender that the customer chose for his installation starts billing 60-75 days after installation is completed. SolarCity is aware of this timeframe and does it's best to complete post installation paperwork, inspections and to get the Utility approval so the system is producing by the time the customer recieves their first loan invoice.  However, some of these areas are not within our companies control.  Inspections by the local building department, additional paperwork or requests from the Utility can cause the expected timeline to lengthen. This may cause a customer to have to make their first payment prior to the system being approved by the Utility for activation. We did reach out to the customer to review this leaving a voice message and sending an email. As the customer has rejected our response, we will review again the timelines, expections set by our staff to discuss with the customer and resolve their concerns.

We apologize for the frustrating circumstance surrounding our customer’s experience. In regards to the customer's concerns one of our Customer Relations Mangers has reached out to the customer but has not had a chance to speak with them directly. A Customer Relations Manager will be reaching out to...

the customer again soon in an attempt to speak with the customer and discuss this matter further. Please call 888-765-2489 opt. 2 with further inquiries.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We apologize for the frustrating circumstances surrounding our customer’s experience. The forms to have the system removed and reinstalled for her re-roofing project have been sent and returned signed by the customer.
The customer has an appointment to have the system removed so she can proceed with her roofing project on 08/11/** between 7-9 AM. if you have additional questions please call 1.888.765.2489 Option 2.

We are aware of our customer's frustrating circumstance and a customer relations manager will be reaching out to the customer shortly. Please call 888-765-2489 for any questions.

Initial Business Response /* (1000, 9, 2015/06/19) */
Thank you for forwarding this valuable feedback from our customer. We were able to work with our billing department and revise the permission to operate date to 4/09/2015. Billing is in process of being updated. We apologize for any issues this...

may have caused. If 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 response. Yesterday I talked with the billing department. They said the date has been changed, but the credit has not been applied back to our account. Until the credit is applied, I will keep this complaint open. Solar 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 concern. We have spoken with this customer and rectified their concerns. Please 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 around. I had to call the company again on 7/13/15 to confirm that the credit has finally been added. Since we finally received the credit, I will close the complaint

Initial Business Response /* (1000, 5, 2015/12/16) */
We apologize for the frustrating circumstances surrounding our customer's experience. We most recently spoke with our customer on 12/11/15 to complete a performance analysis, which is currently underway. On that day, a manager set the...

expectation that once the analysis was completed, we would happily review and see if there is need for an additional system. Concurrently, our manager also offered to participate in a phone call with Burbank Water and Power to address the customer's concern regarding their credits. At that time, the customer stated they would follow up with the utility company themselves and update us with the progress. A manager will be in touch shortly to review the analysis and address any new information provided by our customer. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That never happened we talked for about 30 seconds and she started saying you have to wait till the analysis is done we can do anything and kept saying have a nice day to hang up on me. The rest of their replies are lies. From that day on I'm still waiting to get w phone call from the manager.
Final Business Response /* (4000, 9, 2016/01/02) */
We spoke with our customer on 12/30/15 and requested additional consumption information to compare our customer's energy needs at time of sale vs. current energy needs. Our customer replied that they would obtain the requested bills from Burbank Water and Power. Currently, we are awaiting this information to complete the last part of the analysis. Please call XXX-XXX-XXXX with further questions.

The business and the customer have reached a resolution that was agreed upon by both parties.

Contacted customer to discuss concerns. Customer chooses not to proceed with project and customer satisfied with resolve.

A Customer Relations Manager will be reaching out to the Customer to address their concerns. If yu have any other questions or concerns please reach out to our Customer Care Team at [redacted].

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.

Our customer is currently working with our management team toward a resolution. Please call 888-765-2489 with further questions.

Complaint: [redacted]I am rejecting this response because:
While we did receive a call from a manager the matter is still not resolved yet.  My...

wife was told that it would take up to a week to resolve with their accounting people.  However, we have herd this before.  I will hold the complaint open until everything is completely resolved and the matter is closed.
Sincerely,[redacted]

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]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. At this point all the work has been completed and the system is up and running (no thanks to their customer service department).  The regional field manager took charge of the situation and got everything taking care of. I will continue to regard the customer service representatives as unacceptable and if I had any means of moving forward without doing business with Solar City I would because of them. That said, as I stated above all work has finally been completed so this complaint can be closed. I thank you for your help in dealing with them.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: The Customer Relations Specialist named [redacted] contacted me with a few questions on [redacted] and the situation. However, there has been no confirmation as to whats the resolution and if Solarcity would move the panels. Please do not expect me to close a complaint just because someone reached out. I would be happy to close the complaint when we reach an agreeable resolution.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
After speaking with a Customer Care Manager, they have refused to reimburse me for the damage that they did to my roof.  They drilled through my new roof shingles to attach an anchor for fall protection.  The correct procedure is to lift the shingles, drill a hole in the substrata for the anchor and when finished, fill the hole and then replace the shingle  back into its original position.  By drilling THROUGH the shingles, they compromised the integrity of the shingles and thus voided my roofing warranty on a brand new roof.  This is NOT ACCEPTABLE and they are liable for the damages.
Donna [redacted]

Complaint: [redacted]I am rejecting this response because:Once again this contract we supposed signed was on [redacted] tablet as he said I was initialing for a credit. Obviously we didn't bring our concerns until after because we were told numerous times we could cancel at an time. It wasn't until we contacted a customer service representative that we were told that there was a "contract". [redacted] hasn't owned up for misleading us and the company has told us they don't believe us and have done nothing but give is the run around. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:Solar city continues to engage in poor business practice.  If this cannot be resolved I cannot continue to support your company.Sincerely,[redacted]