SolarCity Corporation

Finally SolarCity has opened in DE and not a moment too soon! [redacted] bought [redacted] and announced rate increases already. I met my Solar city rep in the [redacted] he was well informed and helped my husband and I through the process. It is amazing to me that the whole system is $0 cost in exchange for tax credits and a reduced energy bill!! The toughest part of the process was waiting a month for my HOA to meet and approve the design. Solarcity actually put a new roof on my townhome at no charge and installed the system in 7 hours! Our Delmarva bill is now negative some months and our solar energy expense is 35% less than the utility. Its a no brainer if you have sun hitting your roof. Yes,I would recommend this to my friends and neighbors.

Complaint: In 10-2014 we signed a contract with Solar City. They conducted a Site Survey and told us to get our roof replaced before the panels could be installed. We had the roof replaced and Solar City conducted an inspection and said that we were good to go forward.
Nothing happened for two months. We were told Solar City was waiting on approval for our permit for the panels and then we finally heard that the permit had been rejected. We kept emailing and calling customer service to ask why this had happened. They would tell us they were looking at it but never get back to us. We contacted Solar City’s Engineering department, same thing.
Then on 1-20-15, we finally received an answer from customer service saying that we were disqualified because our roof trusses needed to be brought to code. No mention of this had been made at the inspection.
Desired Settlement: We were able to get out of our contract and signed up with [redacted] with zero problems and no adjustments made to the roof trusses, so no settlement is requested.

Tell us why here...One of our Customer Relations Managers will reach out to address the customer's concerns directly. Please call 888-765-2489 opt. 2 with further inquiries.

Initial Business Response /* (1000, 8, 2014/09/17) */
We have spoken with [redacted]. We have terminated the contract.
Initial Consumer Rebuttal /* (2000, 10, 2014/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We agreed to terminate the contract...

after I sent them information regarding earlier contacts with the Company and the City of [redacted] I am happy to have the contract terminated.

Initial Business Response /* (1000, 5, 2016/01/23) */
We apologized for all the inconvenience with this current issue. As recompense for system non-production, we have issued a check to our customer for the amount of $1090.44. A manager from customer relations is already working with our customer...

for a resolution to the request for a contract change. Our customer relations manager will be in contact with our customer before 2/8/16 with an update. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
PGnE is billing our home an amount of 1,789.90 for the total electricity they gave us throughout the whole last year. That is the correct amount we should be fairly reimbursed for. When I first got Solar City the one reason I agreed to their contracting services was because they said it will be more savings on electricity and as a result on our home budget. I told the guy that I honestly did not want to have a surprise later. Then he explained that the only bill I was going to have was Solar City and the gas bill. According to how he explained it then, I believed we were going to save money with them and were also being eco-friendly with that type of energy. However, besides our home not benefiting from their power system throughout the whole year they are now telling us we have to put the rest of the money PGnE is billing us. The bill PGnE is charging us is of 1789.90 and why would they only pay $1090.44. As I said, it is not fair and it does not make any sense that on top of not having their system on for the whole year and still us paying them (Solar City) on a monthly basis $92.00 we now have to pay the rest to PGnE . That is just not right and is not business ethical at all. We are not able to do that because we are a low income family looking for ways on how to save money and not just getting another luxury so we get an extra bill in our budget. They should make themselves responsible for the whole bill that PGnE is charging us not for just the amount we paid them during the whole year, based on what they told me when I got their system. I would really appreciate if you help us to resolve this conflict and have a favorable response.
Final Business Response /* (4000, 9, 2016/02/05) */
Our customer is currently working with our management team to handle this issue. Please call XXX-XXX-XXXX with further questions.

I did not agree with their response because. We went forward with the re-roofing because they told us we need that in order to have the solar panel safely on the roof. We wanted to go forward with the solar panel very much. After the re-roofing was done the Solar City panel installer came to install the panels and went up on the roof they then determined that due to some structural problem the panel could not be put on. We think that Solar City should have been able to figure  this  out when their staff came and inspected the roof and attic before we agreed to move forward. The installers figured it out as soon as they got on the roof and then they did some further confirmation by looking in the attic. Hallmark did the work that Solar City asked them to do. We have no complaints with the roof, but we did not need a new roof. It was only about 6 years old. It was Solar city that said we need it done in a way that soar panels could be put on. The extra cost on the original cost for the roof was because Solar City told Hallmark the wrong side of the roof and figured that out after it was done, so Hallmark came back to do the 3rd side. I now have 3 side of the roof new and one side that does not match. 
Thank you,
Barbara Cecchi

Working with [redacted] to work with him in regards to the second project. Reached out on 6/5/** - sending to upper management to approve removal of the $[redacted] per month on project #[redacted]. Waiting on approval to confirm with [redacted]. 
Eileen Alba, Customer Relations Manager, SolarCity 888-765-2489 x 60182

We are aware of our customer's frustrating circumstance and we have offered to add a snow mitigation to the solar panels to prevent snow from sliding off of the panels. This offer was declined by our customer. A customer relations manager will be reaching out to the customer shortly. Please call...

888-765-2489 for further questions.

This matter has already been addressed with the customer. The resolution the customer is requesting is one that cannot be accommodated, the charges are valid.  For further question please contact SolarCity at 888-765-2489.

We have are currently reviewing the information we received from the client and working on a resolution to resolve this concern. Once we have the resolution we will present it to the client to make sure the overall concern is addressed. For Further question please contact us at [redacted]

We apologize for the frustrating circumstance surrounding our customer’s experience. In regards to the customer's concerns one of our Customer Relations Mangers had worked with the customer in April. SolarCity found a company who assured that they could match the color and would only need to repair...

a 6 foot x 8 foot section of the fence. The customer refused this wanting the entire fence replaced. SolarCity is still willing to repair this 6 foot x 8 foot section of fence. A Customer Relations Manager will be reaching out to the customer soon in an attempt to speak with the customer and discuss this matter further. Please call 888-765-2489 opt. 2 with further inquiries.

We apologize for the frustrating circumstances surrounding our customer’s experience. A customer relations manager will reach out shortly to address this complaint with our customer. Please call 888-785-2489 with further questions.

Initial Business Response /* (1000, 5, 2016/01/25) */
We apologize for the frustrating circumstance surrounding our customer's experience. A customer relation manager has been in communication with the customer . We are currently reviewing the account for resolution.

Initial Business Response /* (1000, 6, 2016/02/08) */
SolarCity apologizes for the frustration caused by this situation.
Our head of data and security here at SolarCity has looked into this matter and found out we have an unrelated third party "spoofing" (unlawfully mimicking) our number and...

harassing our customers.
SolarCity is doing everything it can to halt the practice. If are still getting these calls, perhaps we can work together to determine who is actually calling and put an end to the unwanted calls.

They flat out lied to us. They told me that the tax credit was refundable, it is not they told me that my loan payment would be 147.00 per month it goes up to 211 in 17 months our electric bill hit 200 once a year there is no benefit to me what so ever. When I call my rep he plays dumb like he didn't say what he said. He sat next to me in my home while I was signing the contract and told me what was in the contract and gave false information and we trusted him to do the right thing.

This project has been elevated to a Supervisor of our Customer Relations team who will serve as the main point of contact to assist and resolve the remaining project steps and address our customer’s experience. We have left a voice mail and email to our customer on [redacted] and have provided further email follow-up on [redacted] with updates regarding the transformer upgrade currently in progress. [redacted] has set the utility pole as of [redacted], and now [redacted] has just relayed that the upgrade will be completed by [redacted]. We will be getting further updates from the utility and keeping our customer informed weekly, expediting where we can to bring the project to a close. While the utility transformer upgrade costs are being paid fully by SolarCity in this instance, this non-standard aspect of the solar install has indeed delayed our customer from being able to enjoy the benefits of system. The term of the agreement will not start until it is energized, and we will be working to compensate our customer for the delays and experience. Please call [redacted] with further questions.

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, 14, 2015/08/17) */
We apologize for the frustrating circumstances regarding this customer's experience. This customer purchased a system through Paramount, which was bought by SolarCity in recent years. As such, our monitoring capabilities are different than that...

of SolarCity-built systems. This customer is able to monitor their system, however, it is not through the online portal that most of our customers are able to use. That being said, SolarCity has not breached any portion of the agreement. We are currently looking to enable monitoring via the online portal as soon as compatibility requirements are met. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 16, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My Residential Solar Power Agreement reads: What services will we (SolarCity) provide: We will insure, MONITOR and repair the system at no cost to you ([redacted]). My agreement does not read "[redacted] will monitor the system". Therefore, the above response from SolarCity is invalid. While my system was acquired under Paramount Solar, my Residential Solar Power Agreement reads: Solar Provider may assign, sell or transfer the System and the Agreement...any assignment of Solar Provider's rights and or obligations under this Agreement shall NOT result in any change to your rights and obligations under this Agreement. Clearly anyone can see that SolarCity is in violation of the terms of our contract in that they acknowledge that they cannot monitor my system and it is clear from the terms of my contract that SolarCity does not have the right to dismiss terms of my contract that are inconvenient to them. I have talked with several SolarCity staff (Customer Service, Technical Support, Engineering Support) and all have told me that SolarCity has a "fix" so that they can monitor my system but it is SolarCity "policy" not to implement this fix. So once again I am asking SolarCity to fix my system so that they can accurately monitor my system and meet the terms of our contract. If SolarCity is unable to accurately monitor my system in line with the terms of our contract, I would request that we agree to cancel this contract at no cost or harm to either party and SolarCity remove all of their equipment from my property.
Final Business Response /* (4000, 18, 2015/08/24) */
Mr. [redacted] is capable of monitoring this system via Enphase, an interface used for Paramount systems. Thus, our customer is fully capable of seeing the system's production at nearly any time. The Enphase system is still a valid and accurate platform to monitor system production. At this time, the information is not integrated with SolarCity-built system monitoring and we are working to fix this. However, SolarCity has not breached the contract in any way. Please call XXX-XXX-XXXX with further questions.
Final Consumer Response /* (4200, 22, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) My Solar Contract dated 07/17/2013 clearly states "SolarCity will insure, monitor, maintain and repair the System at no cost to me". SolarCity has acknowledged that they currently cannot monitor my system. SolarCity has acknowledged that they have a repair for my system so that they can monitor it, however it is their policy not to implement this repair. I AM REQUESTING THAT SOLARCITY IMPLEMENT ALL NEEDED REPAIRS/MAINTENANCE SO THAT SOLARCITY CAN ACCURATELY MONITOR MY SYSTEM AS REQUIRED BY OUR CONTRACT.
2) SolarCity's inability to monitor my system is resulting in erroneous monthly billing which SolarCity refuses to acknowledge or correct and is resulting in my being over billed. My July 2015 monthly bill from SolarCity is billing me for 1,675.098 Kwh of electricity. SolarCity is not following Billing, Monthly Payment and Estimated Power Production terms as stated in my SolarCity contract. My system is only capable of generating approximately 750 Kwh of electricity per month, thus the July bill is almost two and one half times the amount that my system is capable of producing. I have called SolarCity's Billing Department and was told they could not help me and referred me to SoalrCity Customer Care who told me they needed to research and would call me back. To date they have not called me back in spite of two follow-up calls from me. Therefore, 1) it is imperative that SolarCity accurately monitor my system so that it can generate accurate monthly bills and 2) SolarCity staff need to respond to my telephone calls with concerns about my billing or service. I WANT SOLARCITY TO PRESENT ME WITH AN ACCURATE BILL FOR JULY 2015 AND ALL FUTURE BILLS.

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.  I am awaiting a follow up call from Mr. Parker Solar City customer relations with a resolution he assured can be rectified.  He was and/or will contact me in approximately a week from our previous date of contact with a solution.  It was mentioned that the sales rep would contact me as well to complete unfinished contract business.  Proudly grateful to Revdex.com for this intervention.Sincerely, [redacted]

We resolved her concerns on March 6, [redacted]. It appears her Energy consultant was able to resolve with her.