SolarCity Corporation

Initial Business Response /* (1000, 5, 2015/07/30) */
We apologize for the frustrating circumstance regarding this customer's experience. SolarCity's contract provides a warranty against roof penetrations made by SolarCity. If the event of Force Majeure, SolarCity does have a removal and...

reinstallation fee that is generally covered by homeowner's insurance. SolarCity does protect our customers that need roof repair as a result of our installation. Please call XXX-XXX-XXXX with any questions.

SolarCity has gone over the system as sold to our customer and the production offered per our Agreement.  SolarCity confirmed with the customer in our proposal, prior to installation, that the solar would offset a portion of the customers yearly energy consumption at a rate well below that of her utility company. The remaining consumption, not covered by solar, is at the current utility rate. If the customers consumption increases, then the utility bill will increase to cover that need.  
The customer recently informed us that at the time the system was installed, two persons were in the home, now there are four. This most likely is the reason for additional consumption. Our systems are designed based on historical consumption, solar access available on the home, then permitted and approved by the local building department as well as the utility so that we are compliant with those entities. We cannot randomly add more panels to an existing system.   
The solar system installed is performing within our estimates and there is a Performance Guarantee in their Agreement as well.  The Performance Guarantee, providing monitoring is consistent, will allow a per kilowatt payback should the system not perform as expected. 
While we understand that the customer is upset with having to pay more to their utility company, the solar system is functioning per our agreement.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have requested a copy of the original contract to allow me to evaluate their offer to my client.Sincerely, [redacted]

A different manager has been assigned this matter due to the communication issues and should be reaching out shortly in order to go over the steps being taken in order to resolve this concern. For further questions please call 888-765-2489. Thank you.

Initial Business Response /* (1000, 5, 2015/09/14) */
We apologize for the frustrating circumstances regarding this customer's experience. We spoke with Mr. [redacted] on 10/10/2014 and advised him at that time that because the customer signed up through Home Depot, there is no referral bonus....

Referral bonuses only apply to customers referred directly to SolarCity. We are looking further into this and will reach out soon to discuss with our customer. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SolarCity has replied to the issue in a timely manner and has addressed my complaint. Thank you.

Initial Business Response /* (1000, 8, 2015/06/26) */
Thank you for forwarding this valuable feedback from [redacted]. We apologize for any frustration this issue has caused. We are having a Customer Relations Manager reach out to [redacted] to help him resolve. We will be unable to waive the bill because he...

did receive the power that was produced, however we will be happy to discuss what we can do. If you have further questions or concerns, please call XXX-XXX-XXXX.

Complaint: [redacted]I am rejecting this response because: The cost to relocate the panels should NOT be borne by the homeowner, nor should they have to have unsightly panels on the front of their home. The obvious solution is to lift the lower edge of the panels to change the angle of sun reception and therefore glare. I do not understand why Solar City refuses to consider this!!! It was Solar City's error in placing these panels such as to create the horrible glare. In spite of several invitations to Solar City representatives to visit our home and experience this glare, no one has come. FYI - the glare is a MINIMUM of 2 hours and permeates the entire living area of our home. Solar City wants to pass off THEIR ENGINEERING SHORTSIGHTEDNESS to the homeowner and neighbors. This neighbor is suffering. There is no reason why we should have to endure being closed in a cave with blinds or shades...we had a lovely view for 16+ years until Solar City invaded the neighborhood. Also of interest is that Ryan Reed, Solar City Representative, told me that they had figure out how to adjust the panels and would do so as soon as they could get a crew out to the sight. This was obviously just a ploy to stall my complaints. Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2015/05/08) */
Thank you for sending this valuable feedback from our customer. We do have a Customer Relations Manager working with him for an acceptable resolution. Please feel free to call XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 10,...

2015/05/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to this customer relations manager 2 weeks ago. Since then, he has not called me back or returned my emails. No resolution has been offered.
Final Business Response /* (4000, 12, 2015/05/21) */
We were able to resolve the customer's concerns to their satisfaction. Please call XXX-XXX-XXXX with further questions.
Final Consumer Response /* (2000, 14, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company solved my complaints.

A Customer Relations Manager will be in contact to further help resolve the customer's concern.

We apologize for the frustrating circumstances surrounding our customer's experience. One of our Customer Relations Managers will be reaching out to the customer to address their concerns. Please call (888) 765-2489, option 2 for any further inquiries.

Initial Business Response /* (1000, 11, 2014/03/26) */
Thank you for forwarding the valuable feedback from [redacted] regarding Revdex.com Case # XXXXXXXX. It's always been our goal to exceed our customer's expectations. Direct feedback, positive and negative, is key to identifying areas where we...

can improve.
We will be reviewing all the information in this matter with [redacted] and have contacted him via phone and email.
We will be working with [redacted] to come to a fair resolution.
We value the trusted relationship we maintain with each of our customers. Their continued satisfaction is one of our top priorities. If you have any questions, please call our Customer Care team at [redacted]
Initial Consumer Rebuttal /* (2000, 13, 2014/04/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After speaking with the Customer Relations Manager, both Solar City And I have reached a suitable resolution

We apologize for the frustrating circumstances surrounding our customer. A Customer Relations Manager will be reaching out shortly to the customer to address and review resolutions to the customers concerns.  Please contact us at 888-765-2489 for further questions.

Complaint: [redacted]I am rejecting this response because: The initial error was a result of Solar City negligence in correctly calculating the number of solar panels needed to supply us with the energy we needed. This resulted in owing [redacted] in addition to what we paid Solar City and cost us more than what [redacted] would have been alone. Their salesman used a bait & switch approach in his sales pitch and gave us and our neighbors inaccurate facts. We were all specifically told that Solar City would come out and clean the panels 2 times a year, we were all told that we could have the system removed anytime during the 20 year contract if we were unsatisfied. Jason Adams also informed us after reviewing our [redacted] statements that Solar City would "take care of" any payment we owed to [redacted]. Jason absolutely lied to us several times. We were informed at any time that we would have separate billing and another non-ACH fee due to Solar City's mistake and having to add additional solar panels. Solar City's business practices are against the law! Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/27) */
We apologize for the frustrating circumstances regarding this customer's experience. We have spoke with the customer since the initial complaint was lodged and we are happy to report that we have a re-audit scheduled tomorrow. Please call...

XXX-XXX-XXXX with any further questions.

Complaint: [redacted]I am rejecting this response because: Solar City is still stating the roof was fine and solar panels did not cause any problems or start the...

deterioration of the current roof. They. Again told me they are NOT paying for removal, storage of, replacement of roof or the reinstallation of panels. I refuse to take this as their answer. If I need to get an attorney involved I will. Bottom line is they should have NEVER HAVE installed the system until a new roof was installed. If they would have told me that from the get go I would have told them that they would have to not include me in the solar system. I am still looking for compensation to have new roof installed and would also like to get OUT of my contract with this horrible company.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Nothing has been resolved as of yet, but I am actively talking with the company and I don't wish to close the complaint.Sincerely,[redacted]

SolarCity Customer Relations...

Manager, (P. S.) emailed a SolarCity Home Improvement Agreement - Residential contract [DocuSign ID: EB9D1C7A-7B6A-4B5E-8232-599D7F696802) requiring my signature no later than [redacted] or, the contract may be rejected by SolarCity. I signed and returned the contract via email on [redacted] and have not been contacted by a SolarCity representative since. This is a roof complaint addressed months ago to SolarCity. SolarCity has been passing this complaint to different representatives with little or limited knowledge of their job assignment. I have signed the contract as required and submitted for return as required. I need to to know this complaint will be addressed in a timely fashion and not intentionally ignored as it appears they are doing.

We apologize for the frustration surrounding our customer's experience. A Customer Relations Manager will be reaching out to address the concerns stated above shortly. For immediate assistance, please contact us at 888.765.2489 Option 2.

We apologize for the frustrating circumstances surrounding our customer’s experience. A customer relations manager reached out on 03-06-2018 to address and we are currently reviewing the account for resolution. Please call [redacted] with further questions."