SolarCity Corporation

Initial Business Response /* (1000, 9, 2014/12/30) */
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 reviewed all the information in this matter with [redacted] and made prompt contact via phone.
Through careful consideration to their needs, we resolved the issue and have come to a mutually agreeable compensation for the misunderstanding. We will make all efforts to ensure that this will not occur again.
[redacted] will be receiving a customer satisfaction payment by January 31, 2015.
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] extension XXXXX.
Initial Consumer Rebuttal /* (3000, 12, 2015/01/05) */
12/30/2014 - I have received a call from SolarCity and they have offered to cut me a check for $500, mailed to my street address. I will close this case when the check arrives and clears.
Final Consumer Response /* (2000, 15, 2015/01/14) */
First, allow me to note an inaccuracy in SolarCity's response. The telephone contact was not prompt. SolarCity missed their initial 30 day contact deadline. The Revdex.com had to reach out to them again in order to get a response.
During the call, SolarCity offered me a check for $500, mailed to my address, which they delivered.
This complaint is now resolved satisfactorily.

One of our Customer Relations Manager has worked with the customer to get this resolved; the customer has declined all offered resolutions. Please call 888-765-2489 with further questions.

Initial Business Response /* (1000, 5, 2015/10/07) */
We apologize for the frustrating circumstances surround this customer's experience. The very first page of the contract states that energy will be purchased at the rate of 0.1519¢/kWh, meaning the more kWhs that are produced by the system, the...

larger the energy bill will be. Section 4.(b) of the contract stipulates: "Your monthly payments will be the product of (A) the price per
kWh multiplied by (B) the actual kWh output for the calendar
month ("Monthly Payments"). Invoices for Monthly Payments
will be mailed or emailed no later than ten (10) days after the
end of a calendar month. If you are paying your invoice by
automatic debit from your checking or savings account (ACH)
we will debit your bank account on or about the 1
st day of the
next month following invoice (e.g. January invoices are sent in
early February and debited on or about March 1). Monthly
Payments will change as your price per kWh changes over the
Term of this PPA and as System production varies (e.g.,
summer has higher production). You will have regular access
to the System's production via your SolarCity online account.
Payments due upon installation, if any, are due immediately
prior to commencement of installation." Our energy consultants do speak to estimated monthly billing, but that number is average over the course of 12 months. If the energy consumption increases overall, the total billed amount will increase accordingly. PG&E's billing is administered by their billing department and SolarCity has no control over their billing practices. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, the contract says that. But the sales representative did not explain that and did not produce a copy of the contract. ANOTHER EXAMPLE OF BUYER BEWARE! We were told out of the salesman's mouth what our monthly rate would be - we believed him. There was no explanation such as given here, I don't think the salesman was that bright. And as for what PG&E charges, your sales man stated $4/mo. and according to the Calif. PUC the increase of greater than 50% to $10/month was know months ahead of time and likely very well known by Solar City as well. It seems they just did not share that fact with us. IF the truth were told the night we signed with Solar City we would have been told ultimately THERE IS NO VALUE IN SOLAR CITY LEASE, IT IS JUST A DIFFERENT WAY TO GET POWER, NOT CHEAPER, NOT BETTER JUST LINING THEIR POCKETS.
I only hope our mistake of contracting with this company will help others stay away!
Final Business Response /* (4000, 9, 2015/10/18) */
We apologize for the frustration. A copy of the signed contract is sent immediately upon signing to the email address on file. PG&E does not furnish SolarCity with their rate increases. We encourage all of our customers to review our contract at length with any entity that may help to clarify the terms of the agreement. We invite our customer to engage us in July of 2016 to perform a yearly production analysis to demonstrate the savings due to the system's installation and production. Please call XXX-XXX-XXXX with further questions.

Complaint: [redacted]I am rejecting this response because:  It is a work in progress.  I hope we can get to a resolution, but there is no resolution yet.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/09/15) */
Thank you for forwarding the valuable feedback from Ms. [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 Ms. [redacted] and made prompt contact via phone and email.
Through careful consideration to her needs, we resolved the issue and have come to a mutually agreeable resolution for the misunderstanding. We will make all efforts to ensure that this will not occur again. Ms. [redacted] has scheduled repairs to be made on 9/18 and understands the action required on her part.
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 /* (3000, 7, 2014/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This issue is not yet resolved. The technician came on the stated date but the "Repeater" that they sent with the technician was reportedly damaged so he was not able to install it. When he left the communication was temporarily working and within 3 days it started giving an error stating "Not Communicating" again. They have said they will Fedex another repeater since the one sent with the technician was damaged but I have not received it. This issue is not yet resolved.
Final Business Response /* (4000, 9, 2014/09/25) */
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 reviewed all the recent information in this matter with [redacted] and made prompt contact via email and phone in response to an email from [redacted] we received September 25.
Through careful consideration to her needs, we resolved the issue and have come to a mutually agreeable resolution for the misunderstanding. We will make all efforts to ensure that this will not occur again.
[redacted] received the new repeater via FedEx on September 23 and was able to plug it in herself. We assisted her over the phone in resetting her monitoring system and as of September 25, her system is communicating. We had an internal Technical Support Engineer look into this extensively and determine that the reason for the communication error with her system was due to the extended distance between her energy system's monitoring device and the communication device hooked up to the home internet connection. This has been explained to [redacted] and she understands the reason for the issue and what we did to try to resolve it.
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]
Final Consumer Response /* (2000, 11, 2014/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We apologize for the frustrating circumstances surrounding our customer's experience. We last spoke with the customer on 6/29 and are actively participating in resolution efforts to these concerns. Please call 888-765-2489 with further questions.

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

We apologize for the customer's frustration. A Customer Relations Manager will reach out to the customer to discuss their concerns. If you have any other questions please call customer care at 888-765-2489.

Complaint: [redacted]I am rejecting this response because no one from the business has personally contacted me. They have EMAILED me and I have responded back right away with no response for weeks. I have emailed them back 4 times and still havn't received an email addressing the issue or a phone call. They say they have already addressed this issue with me months ago and that is in fact a lie. I have had other issues they talked to me about but never fixed and this is the last thing that made me decide to write to the Revdex.com. I was told in the very beginning of this process that having solar would eliminate my [redacted] bill almost completely, well I just got a $[redacted] bill this month for all the months I went over and wasn't aware of because no one at solar city told me this. That is part of what they preach. I also believe that it is a direct violation of their contract to not advise the customer of this. I am looking into hiring a lawyer to take this matter further since the only thing this company seems to be able to tell me is that I will be violating their contract and will owe them $[redacted] if I break the contract. Funny they can break their own contract and it doesn't seem to matter to them. I will be happy to get these solar panels off my roof and not have to deal with this joke of a company any more!Sincerely,[redacted]

We apologize for the frustrating situation involving our client. Someone from out Management staff is reaching out to make contact with the client to go over the concern, for further question on the account please contact 888-765-2489

We apologize for the issues that the customer has experienced. We have addressed the issues with the system and compensated the homeowner.

Complaint: [redacted]I am re*ecting this response because:my complaint has not been resolved. No real explanation as to why I am not saving money.Sincerely,[redacted]

A Customer Relations Manager reached out and spoke with the Customer on 3/29/2017 . We have explained what the next steps we will be taking and have committed to a weekly update . For further questions please call 1-88-765-2489 . Thank you .

A customer relations manager last spoke to the customer on 02/28/2018 to address his concerns. This matter has now been resolved with the customer as of today, 3/30/2018. Please call[redacted] with further inquiries.

In November 2014 my wife and I had Solar City install panels on our roof. We were told by our sales man [redacted] that we could expect to be using the panels in the next 90-120 days. As of today June 24th, 2015 we are still not turned on. This is because Solar City designed a system that is too big for our house and [redacted] will not agree to turn it on.

We have contacted Solar City on several occasions and have voiced our frustration and concerns on not having our solar up and running. We have been pushed to the sides for months. Because the system is too large we are being told we have to itemize everything we have that plugs in so they can approve the system size. This is crazy since 2 people from solar city have been out to take photos of our stuff.

We are absolutely fed up with the inconsistancies that we are hearing. Monday June 22nd, 2015, our original salesman contacted me to discuss what we can do to get the large system approved. He told us to go on [redacted] and purchase

Thank you for forwarding our customers concerns. We have reached out to this customer on multiple occasions since she first presented her concerns to SolarCity in [redacted]. We have explained that the UCC -1 fixture filing is not a lien and could be removed temporarily during her refinances. The...

UCC-1 is protection for our equipment only and again the customer can have it removed for refinancing, in fact, we have a specialized team that does this, which we have explained to the customer. Still, we have been refused by the customer to allow SolarCity to perform inspection corrections as required by the utility so we can move forward to activate her solar system.
Multiple members of our Customer Care and Management team have spoken with the customer about these concerns with unfortunately the same refusal on the part of the customer. The customer signed the agreement, acknowledging that they read as well as understood the terms and conditions of the agreement. SolarCity is willing to get the system activated, however, the corrections must be made so the utility will give it's approval to activate the system.  
We have tried to work with the customer, we even had a date scheduled for the corrections but the customer turned our crew away. At this time, the customer is in default of the agreement and we have presented the customer with a settlement to remove the system. This would be at a cost to the customer as SolarCity has been compliant with the agreement in trying to move the project ahead. We have notified the customer of the default by email and mail, this is not a step that SolarCity would like to take but the customer is refusing to move forward.

Initial Business Response /* (1000, 8, 2015/05/20) */
Thank you for forwarding this valuable feedback from our customer. We have tried to reach them via email and phone on the following dates: 5/6 at 2:00PM LVM for site visit, 5/7 at 9:40AM LVM, 5/7 at 1:40 Asst. Regional Operations Manager left a...

voicemail, 5/XX X:XX AM sent email, 5/15 at 10:04 we sent email and left a voicemail on both numbers on file.
We would love for them to contact us so we can address the issue. XXX-XXX-XXXX.

Complaint: [redacted]I am rejecting this response because: I received only one email from...

SolarCity after I sent out my complaint, but there was no update in that email. I called the numbers SolarCity left me last Friday. No conclusion. SolarCity promised to call me back. Nothing happened yet. 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: it is the same response but no action is takenSincerely,[redacted]

A customer relations manager reached out to the customer on 6/1 and worked with the customer towards a fair resolution. We consider this matter resolved. Please call 888-765-2489 with further inquiries.