SolarCity Corporation

Initial Business Response /* (1000, 5, 2015/10/08) */
We apologize for the frustrating circumstances surrounding this customer's account. Snow mitigation does not fix or alleviate ice damming, which can result from improper ridge or eave alignment. Our snow mitigation system is primarily meant to...

slow the melting rate of the snow so that it does not slide off the roof in one large clump. In some instances, these systems can slow the melting of the snow/ice as it is kept on the roofline longer to alleviate dangerous snow drifts. A customer care agent will reach out shortly to inform the customer of this. If the customer would still like to pursue snow mitigation, we can accommodate. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still maintain that Solar City should make a site visit to my home to evaluate the potential effectiveness of a snow mitigation system for the roof lines that are most impacted by snow melting off the panels and mounding on my roof. They prefer to look at my property by satelite and tell me there is no solution!! After a very unsatisfying conversation yesterday with [redacted] from " Solar City Customer Care", who by the way knows nothing about ice damming, he eventually agreed to place another work order to have an agent make a site visit to my home. He tells me I will get a call in 1-2 weeks. I have noted this in my calendar.
I continue to be extremely disappointed in Solar City's lack of interest in finding the right solution for a problem they have caused which created serious and expensive damage to my home. The fact that they flatly refuse to have an expert talk to me or look at the issue in person is unacceptable. Additionally, they will not even consider removing these panels because of course they will lose money. Yet it seems to be ok with them that I'm entirely dissatisfied and very concerned about more damage occurring this winter and beyond. I have never experienced such overt
lack of customer focus in 35 years of owning and running a home. Just Unbelievable!
Final Business Response /* (4000, 24, 2015/12/03) */
We thank our customer for her patience. We will be in touch to schedule to installation of the snow mitigation once we have all requisite parts. Please call XXX-XXX-XXXX with further questions.
Final Consumer Response /* (4200, 26, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept this response when the snow mitigation system is installed. [redacted]

A Customer Relations Manager reached out on 10/10/2017 and 10/16/2017 to address the customer's concerns and we are currently reviewing the account for resolution. This manager will reach back out soon to update the customer. Please call[redacted] opt. * with further inquiries.

A Customer Relations Manager will be reaching out to our customer within the next 24-48 hours to discuss their concerns.

Initial Business Response /* (1000, 5, 2015/10/04) */
We apologize for the frustrating circumstances surrounding this customer's experience. The customer is signed up for a PPA, or power purchase agreement, meaning the customer pays for all energy produced by the system. Because 80% of solar power...

is produced between the months of March and October, production bills are generally higher in summer, generating credits with the local utility company to last through the winter. We are currently completing an analysis of the system's production from utility bills provided by our customer on 10/2. We will respond with the results once the analysis is complete. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 11, 2015/11/19) */
Final Business Response /* (4000, 13, 2015/11/29) */
We are actively working with our customer to find a resolution. We most recently spoke with our customer on 11/12 and will reach out again shortly to discuss progress made thus far. Please call XXX-XXX-XXXX with further questions.

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

Robin in customer relations and she said that she would speak to management and call me back in a week or so. I will wait to here back from Robin at Solar City and hopefully be able to resolve my complaint.
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. Sincerely, [redacted]

After reading the contract I would never have my elderly mother sign with this company, the figures they stated are not adding up and it would cost my mother more than she is paying now for her electric, and then I read the reviews from other people it is a shame that this company is allowed to do business with the elderly.

We have reached a resolution for this clients concern for further question please call [redacted]

I have been having an ongoing issue with Solar City since the panels were first installed in November of 2015. I have spent $1000 of my own personal money to get the solar panels installed because I had to have a 100 year old tree cut down but THEY never told me this prior to installing the panels. That was THEIR mistake but since I had already signed the documents I was obligated to them installing the panels!! On top of that they wound up giving me 2 different systems with 2 different inverters with 2 different account numbers and I get 2 different monthly bills!!! AND is that wasn’t bad enough, the solar that I am generating is NOT being applied to offset my electric charges from the utility company. So now my Central Hudson electric bill has stayed the same AND I am incurring additional monthly charges because Solar City is sending me bills as well. I have spent countless hours on the phone and I have all the emails (95 so far) saved as proof of the ongoing fiasco.

Initial Business Response /* (1000, 5, 2014/09/30) */
Contact Name and Title: [redacted], Customer Relations
Contact Phone: XXX-XXX-XXXX x XXXXX
Contact Email: [redacted]@solarcity.com
Thank you for forwarding the valuable feedback from Mrs. [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 reviewed all the information in this matter with [redacted] and made prompt contact via phone and email.
Through careful consideration to their needs, we have come to a mutually agreeable resolution for the misunderstanding. We will make all efforts to ensure that this will not occur again.
A technician is scheduled for October 6 and will perform troubleshooting and any necessary repairs on the monitoring equipment.
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 888.765.2489.
Initial Consumer Rebuttal /* (2000, 7, 2014/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/26) */
We apologize for the frustrating circumstances regarding this customer's experience. A manager will be in touch shortly to assist with this concern and will work it through to resolution. Please call XXX-XXX-XXXX with further...

questions.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much as using your website was the only way this issue was taken care of and resolved. Solar city had been giving my payments to the previous owner! The transfer of ownership had never went through until all of this was stirred up. Everything is finally back to normal as they received the unintentional credit back from the solar previous owner. I have paid my July, August and September payment over the phone and I can know set up the ACH from this day on. Thank you again as this was finally resolved and the subject is now closed.

In working with our customer prior to the Revdex.com complaint he indicated the he was working to fight the decision from his HOA. He noted that the HOA had 60 days to reply to his application and they failed to do so. He proceeded with contacting us for installation. At that time his HOA visited his property to stop install and our understanding is that he directed the HOA to leave as they did not respond to his application in the said time frame. The install was completed; however the HOA was not on board with allowing the system and is now demanding removal.
 
Since the Revdex.com Complaint was filed, we have continued with the direction that the responsibility of obtaining HOA approval before install falls to the customer directly as per the signed agreement. SolarCity will work to remove and repair the roof to meet the HOA’s demand; however this cost will have to be billed to the customer given the responsibilities agreed to on September 29th, 2015.
 
At this time the [redacted] does not have any solar access laws in place to help defend keeping the system on the home. This is an unfortunate situation. We will have to remove at the customer’s cost.

Complaint: [redacted]I am rejecting this response because:There is someone working with me from the business. She seems to know what she is doing. As I stated before I will not accept any response till my issue is RESOLVED. 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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
 
I acknowledge that I have received a phone call about this complaint. However the issue is not resolved, no repairs made yet. Complaint will remain open until repairs are made.
 
 
Sincerely,[redacted]

I have been a Solar City rental customer for the past 3 months, and I am very satisfied with their services. My rate increases are locked in for the next 20 years and already the rate is lower than [redacted]. Rental is the way to go since I have to buy my power from someone, why not at a lower rate than [redacted]? Solar City installs for free and maintains and monitors their panels, so there is nothing I have to do except pray for sunshine. Sign up before net-metering is cut off early next year and you can't connect to the grid until [redacted] decides you can again. I am very pleased with Solar City and all of the employees I have encountered.

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.

Complaint:...

[redacted]I am re*ecting this response because: I have submitted requested documentation and have received no reply from Solar City.
They either do not reply at all or are very slow at responding. In this case I have had no response from them.
Sincerely,[redacted]

We apologize for the frustrating circumstance involving our customer. We are currently working and finding a resolution for his concerns. A customer relations manager will be reaching out shortly to address this. For further questions please call 888-765-2489 thank you.

Initial Business Response /* (1000, 8, 2015/06/10) */
Thank you for forwarding this valuable feedback. We have spoken with [redacted] and we have been able to resolve to both parties satisfaction.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/11) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
Thank you - I received a call from Solarcity and they have agreed to the same