SolarCity Corporation

Thank you for contact SolarCity. A customer relations manager will be contacting you within the next 24-48 hours. If you have any other questions feel free to contact us at 888-765-2489.

We sincerely apologize for our customer’s frustrating circumstance. A Customer Relations Manager has been in contact with this customer to address this matter and has advised the customer that SolarCity will be accepting the utility statement that he has submitted.  Please call 888-765-2489 option 2 for further questions.

I have called my agent regarding roof has a leak that has reach the inner ceiling of my home. This water damage is the result of the solar panels. Been 10 days and have not heard from Solar City. Have not even sent out anyone to confirm water damage. If untreated by Solar City roof and structural inner roof which includes wood, insulation, and ceiling structure can and will begin to rot and prompt the incubation of mold. We are expecting rain 30% to 60% all this week. Not pleased with the way Solar City is handling this situation. Complaint was initiated 12/25/2016 and today is 1/2/2017 and no reply to my problem has been addressed as of yet.

We apologize for the frustrating circumstance that this customer is current experiencing and a customer relations manager is currently in contact with our customer to help come to a resolution for this customers concern. For further questions please call [redacted], thank you.

Initial Business Response /* (1000, 5, 2015/05/11) */
Thank you for forwarding this valuable feedback from our customer. We have reached out via phone and email.
We explained that her contract has a system performance guarantee for times when the system is not producing. We will be addressing...

communication internally with all teams.
[redacted] understands that there is a possibility of mechanical failures and this is why the production guarantee is in place. Please feel free to call XXX-XXX-XXXX with any further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did speak with [redacted], Customer Care and Customer Relations Manager, on 5/8/15. Also, I know that my contract has a system performance guarantee. However, that guarantee doesn't allow me to get reimbursed until after two years of having the product, and in the meantime, they are not honoring their commitment to fix my broken system when it goes down. They are taking my monthly leasing payment, but the system is malfunctioning almost every single month; even WITH the promise to reimburse me two years later for the underproduction, I am losing money with these panels. [redacted] is currently in one of the sunniest, hottest months of the year, and my system hasn't worked for 7/16 days. This means I will be paying almost a full electricity bill AND an extra $81 to lease broken panels.
As for their communication issues, "addressing communication internally with all teams" is not comforting. I have no way of knowing that any changes are actually being made in this department, and I can tell you that in the last week, the communication between me and the company continues to be negligent and inaccurate. I have three examples to support this.
(1) On 5/8/15, [redacted] told me that Solar City was waiting for a Generation 5 inverter to be shipped to their company so that they could install it into my system. She assured me this was the latest product available. However, on 5/13, when I spoke to an employee from the manufacturing company that produces these inverters, he told me that the Generation 5 inverter had already been installed at my house. It seems that I can't even get accurate information about what product I am paying to lease; in other words, they don't know with certainty what parts are installed in my particular system.
(2) On 5/14/15, a technician from that manufacturing company came to my house to investigate the ongoing malfunctions. He told my roommate that he couldn't find anything wrong with the system. He suggested to her that we continue to hit the "reset" button to restart the Arc Sensor, which is the error message that we keep receiving. I find this suggestion to be unreasonable; essentially, I am being told to spend the next 29 years of my contract checking the inverter on the side of my house multiple times a day to make sure it's working. It's not my job to be checking every day to make sure their product works; it's their job to lease me a product that works, and it's their job to actually fix the product when it stops working - not tell me that they can't find anything wrong and just leave it at that. Plus, the system has been down for two days now, and when I went out to check the inverter earlier today, that message wasn't even showing on the screen.
(3) The company is still not informing me when my system malfunctions. On 5/8, the same day I spoke with [redacted] about my Revdex.com complaint, my system stopped working. I did not receive an email until 5/12, four days later. On 5/14, my system stopped working AGAIN, and I *still* haven't been notified by Solar City. The only reason I knew it wasn't working was because I went online and checked the production myself. I just feel that, if Solar City truly cared about my concerns regarding their negligent communication, they would actually be contacting me right away whenever my system malfunctions. They are not doing that.

A customer relations manager is currently addressing the customers concerns and we are currently reviewing the account for resolution. The manager will reach back out to the customer with an update.

We apologize for the frustrating circumstances surrounding our customer's experience. In response to our customer's experience, we were able to move up the removal date and I am happy to report that roof work has been completed and inspected and is scheduled for reinstallation on 6/15/**. Please...

call 888-765-2489 with further inquiries.

We apologize for your frustration. A Customer Relations Manager will reach out to you and  discuss your concerns.

Initial Business Response /* (1000, 5, 2015/08/16) */
On 8/7, SolarCity responded via email to Ms. [redacted] that the billing error had been corrected and advised that a full payment history would be sent for clarification. On 8/11, our billing department spoke directly with the customer to...

resolve. Please call XXX-XXX-XXXX with any additional questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent Solar City a payment on August 6th via US Mail to the address provided on the bill. No remittance envelope was included, so had to address myself - no big deal, but the check has not cleared as of today, August 23.
I am also asking for an extension to the Sept 1 resolution date. The billing period ends Aug 31. I would like until Sept 10 to see if I receive a bill showing that the billing errors have been corrected. I have been trying to pay this company since June. They do not have an on-line payment option to pay my bill - only a auto function for them to take payment straight from my account. I am not confident about this arrangement given the issues so far. The check I mailed on Aug 6 is check #1019 for $79.63. Again, it has not yet been cashed.
Final Business Response /* (4000, 20, 2015/09/05) */
SolarCity does not consider this matter resolved and is actively working with Ms. [redacted] regarding her billing concern. A manager has been consistently in touch since the complaint was filed and we are working toward a resolution. The most recent contact to the customer was on 9/5. Please call XXX-XXX-XXXX with further questions.
Final Consumer Response /* (4200, 22, 2015/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SolarCity did provide a manager to speak with me. I was told because a prior payment I made via US Mail on Aug 6 never reached the organization that I could make a one-time telephone transaction to pay the amount of the check that was lost plus what I currently owed. I did the telephone transaction with SolarCity on Sept 9 at 5:00 p.m., at that time they told me my balance was $169+ which included a past due amount from the check I sent them but they never received. On Sept 10 my telephone transaction posted to my bank account - along with the check they said they never received! Now they have $79+ more than they should. It seems odd that they said they had no record of receiving my check on Sept 9 at 5:00 but the canceled check posted to my account the next day. I have called and emailed to ensure this extra payment will become a credit on my bill, but have not received any response from the company. Just when I think we have resolved everything, a new wrinkle shows up. SolarCity continues to tell me that I should be paying by ACH, but I have no confidence that they will take the correct amount out of my account. I would like to continue to pay by check as we go and have the $7.50 check fee waived until confidence is instilled. My absolute preference would be to cancel my lease with this company.

We apologize for the frustrating circumstance surrounding our customer's experience. Our Management team is currently reviewing this matter to gather information and find a resolution that would be best to resolve this matter.For any further question please contact 888-765-2489.

We apologize for the frustrating circumstance surrounding our customer’s experience. A Customer Relations Manager has been working with the customer to address this complaint, and will continue to follow-up with the customer. Please don't hesitate to contact our team at 888-765-2489 with further...

inquiries.

Complaint: [redacted]I am rejecting this response because: They have not contacted me in regards to my issues, they keep given me the run around. The last time I spoke to them was about a bill not in regards to my issues!!Sincerely,[redacted]

A customer relations manager will reach our shortly to address this complaint with our customer.

Complaint: [redacted]I am rejecting this response because:
We just made contact with two Solar City representatives on 06/16/[redacted] and we feel we should give these two time to resolve this problem.
What's interesting is they see that the error is a result of Solar City's design, which is a first. We feel that we should allow the time they asked for, 5 business days.Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2015/10/08) */
Our initial sales consultation informs customers of what we may be able to accomplish using recent utility bills and performing a preliminary analysis of the roof. Before a design is confirmed and installed, a site survey is required to ensure...

that the home is structurally able to handle the equipment as well ensure that the roof has enough solar access to produce what we estimate. Our contract guarantees production and design is subject to change if conditions are found to be better on a different part of the roof. Apart from our customer shutting the system off, which is a breach of contract, the system has been working optimally. Solar power is provided first to the home panel; if the system is producing more power than is currently needed by the home, the excess energy will go back to the grid resulting in a credit from the utility company. This is why SolarCity generation is greater than the utility's generation amount SCE only accounts for credits that arise from an excess in production. Any billing discrepancies with SCE should be directed to that entity as SolarCity has no bearing on SCE's billing practices. Once the system has been on one year, we can complete a savings analysis to determine the true offset of the system during its first year of performance. The Performance Guarantee stipulated in the contract may be voided during the first year as the customer willingly turned off the system, resulting in less over production. Our customer's analogy with gas and a car is pertinent herehowever, to complete the analogy, the customer is paying for gas above and beyond what the car can hold, which means the gas will be bought at a supposedly cheaper price in advance of its use. Any questions on crediting and net energy metering should be addressed to SCE as their meter measures the amount of electricity that we credit back. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 10, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All efforts has been made to communicate these concerns with your sales and customer service department. several emails show you do not respond to these concerns. The response is always it has already been forwarded to management and we will get back to you. Several emails I sent asking for status remain unanswered. Phone calls ended with your CS managers saying wew will get back to you. No one has addressed or responded to these concerns as of this time
Final Business Response /* (4000, 12, 2015/10/19) */
A manager will be in touch within the next 24-72 hours. Please call XXX-XXX-XXXX with further questions.

We apologize for the frustrating circumstance surrounding our customer’s experience. In regards to the customer's concerns one of our Customer Relations Mangers is working to get this resolved. 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 with further inquiries.

Initial Business Response /* (1000, 8, 2015/06/18) */
Thank you for forwarding this valuable feedback. We apologize for any contact that has been made that was unwanted. We are working hard to identify possible people posing as SolarCity and using our business name erroneously. We have placed his...

name and number on our do not call list. If you have further questions, please feel free to reach out to XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 10, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Claiming it wasn't someone from solar city is ridiculous. It came from your office numbers each time. Stop aggressive and predatory sales tactics.

Thank you for the update, a Customer Relations is working with our customer to get to a resolution. Please call (888)765-2489 with any other inquiries.

solar City Complaint resolved

Complaint: [redacted]I am rejecting...

this response because:
The response only mentions that my account will be reviewed, and that's the problem. Nothing has happened except review and investigation for the past two months. I have a service appointment scheduled with them for Monday March 12 where they are supposedly to replace or fix the faulty inverter. If that actually happens, then I will be willing to close the complaint at that time.Sincerely,Kerry [redacted]