SolarCity Corporation

We apologize for the frustrating circumstance surrounding our customer’s experience. In regards to our customer's concerns, one of our Customer Relations Mangers has worked with our internal departments to come to a resolution; which the customer has accepted.  If you have any additional...

questoins or concerns please call 888-765-2489 with further inquiries.

A Customer Relations Manager is reaching out to the customer regarding the complaint. Please call [redacted] with further questions.

We're sorry to hear of our customer's concern. A Manager will be reaching out to [redacted] to further address her concerns shortly. For immediate assistance, please contact 877.765.2489 Option 2.

Initial Business Response /* (1000, 5, 2015/08/26) */
We apologize for the frustrating circumstances regarding this customer's experience. Our billing procedures are clearly outlined in the contract, which stipulates that customers are billed on a fixed estimate throughout the year. At the end of...

the applicable period (one year), SolarCity reviews the system's production and either (i) refunds the customer for any underproduction during the period or (ii) invoices the customer for the power produced. The contract that this customer has requires that they pay for all power produced, and the true-up bill settles the difference between our estimated production and the system's actual production. Please call XXX-XXX-XXXX with any further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I discussed the cost with the representative and it was explained to me that for my monthly rate I would receive a certain amt of panels, if I increased my monthly rate I would receive more. Never was a true up discussed. If I had known that this would be an issue, I would have obtained my solar elsewhere.
Final Business Response /* (4000, 9, 2015/09/01) */
We do apologize for the inconvenience. As the agreement was signed with the aforementioned stipulations, we defer to the contract for billing terms. Because our customers are billed for all power produced, overproduction may result in a true-up bill, just as underproduction would result in a refund. Please call XXX-XXX-XXXX with additional questions.
Final Consumer Response /* (4200, 18, 2015/12/23) */
while looking through my original billing I see that it was billed as a lease, no where was it a purchase of energy, the true up is illegal on my acct. just an after thought. I noticed they stopped billing as lease but that does not change our contract.

Complaint: [redacted]
I am rejecting this response because: I have heard this same exact answer from Solar City since the beginning of this problem. The fact that this problem has been over two years means that Solar City's response is nothing and Solar City still will do nothing about it. Solar City does not care about their customers. 
Sincerely,
[redacted]

A customer relations manager reached out on [redacted] to address and we are currently reviewing the account for resolution. This manager will reach back out soon to update the customer. Please call 888-765-2489 opt. 2 with further inquiries.

Tell us why here...
SolarCity has responded to the customer several times through this process. The customer has been advised of the portion of the Main Panel upgrade that SolarCity is willing to cover. As for the 100% off set of the customers electric usage, at no time has SolarCity advised the customer he would get 100% off set of his electrical consumption with the original system.  The system that was provided to the customer has produced higher than estimated kWh. From 6/2013 to 6/2016 SolarCity estimated the customers solar production would be 19,943.167 kWh and as of 6/1/16 the customers system has produced 21,451.408 kWh.  SolarCity cannot promise to cover and provide credits to the customers electric utility billing as we cannot regulate the way the customer uses his electricity.  The request of the customer has been reviewed by our corporate offices and we stand by our decision to require the customer to cover the addressed $3000 for the main panel upgrade, if the customer wishes to proceed with the 2nd contract and system. This decision will not change.  The contract for the customers original system will not change and the customer will still pay the same monthly lease payment for the solar panels currently on the roof of his home.

A Customer Relations Manager has reached out on 06/10/[redacted] via phone  and email to assist with no response. A Customer Relations Manager will reach out shortly. For further questions call 888-765-2489. Thank you.

Complaint: [redacted]I am rejecting this response because: I was told on May 5th that the project would be turned over to [redacted] and this...

has yet to happen. Solar City will not tell me when it will be done. All I want is the truth. They have called me, but only make excuses. I want a firm commitment from them as to when it will happen. See the attached email from their representative. 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.
Roshica Gomez was very helpful in solving the problem with billing dept.  Apparently, they were not processing payments as defined in my contract with Solar City. I have given notice to [redacted] that I will let the Revdex.com know that, at this point, the issue of improper billing is resolved.  I also explained that in the future, if this becomes an issue again, I have a very  helpful customer care representative to help correct it .Sincerely, [redacted]

We apologize for the frustrating circumstance surrounding our client, however our Management Team has been in contact with the client. We have explained to the client we apologize for any confusion our agent might have caused associated to us making repairs, however we have been out to the home...

and inspected the area of concern. The damage is coming from repairs completed by a roofing subcontractor, who didn't seal the area correctly. We have advised the client he is able to file a claim with his Homeowners Insurance or reach out to another roofing subcontractor to complete any repairs. SolarCity did not complete the repair work and will not repair this current damage because the client had a third party working in this area. At this time we understand the client concern, however we are not liable for the damage and will not be able to complete any repairs. For further questions, please reach out to 888-765-2489.

We apologize for the frustrating circumstance surrounding our customer’s experience. In regards to the customer's concerns one of our Customer Relations Mangers will be reaching out to the customer directly. Please call 888-765-2489 opt. 2 with further inquiries.

A Customer Relations Manager is currently working with our mutual customers to come to a resolution, and has been in communication with them this week. If immediate assistance is required, please contact 888.765.2489.

Complaint: [redacted]I am rejecting this response because:  As you can see from Solar City's reply indicating that they attempted to contact me on [redacted] -- this is proof that they are making the least of an effort to resolve my issue.  As you can note from the previous correspondence with both Solar City and the Revdex.com, that this has been on-going for months! Solar City is not trying to rectify my problem of low energy output -- this lack of effort only gives the appearance that they don't feel like there will be little if any repercussions for not resolving my issue and that if they do nothing short of making a phone call once a month trying to contact me as a customer that they feel will be sufficient to show some sort of customer service.  I absolutely do not accept their response nor do I agree with their feeble actions of trying to fix my problem of low energy production.  Sincerely,[redacted]

We apologize for the frustrating circumstance surrounding our customer's experience. Per section 5(d)(i) Automatic Payment Discount: If you make your Monthly Payments by allowing us to automatically debit your checking or savings account, then you will receive a discount of $[redacted] on your...

Monthly Payments. The Monthly Payments listed in Section 4 of this Agreement reflect this discount. If you do not allow the automatic debit, this discount will not be applied to your Monthly Payments and each Monthly Payment will be $[redacted] greater. Please call 888-765-2489 with further questions.

We apologize for the frustrating circumstances surrounding our customer's concern. A Customer Relations Manager will be reaching out to our customer shortly to address their concerns. For immediate assistance, please feel free to contact us directly at 888.765.2489.

We have been in communication with the customer and are still working to resolve their concerns.  Please contact us at 888-765-2489 if there are any questions.

(The consumer indicated he/she DID NOT accept the response from the business.)I have been dealing with one of their "Customer Service" managers,...

and they could take some lessons from Comcast. I have been called names by their "Customer Service" people, hung up on and even had my phone numbers blocked from their system. I'm not saving the money they promised, and their lack of "Customer Service" is appalling. They lied to me about every aspect of the system to get me to sign the lease and now I have a bill they want me to pay on a system that doesn't even work. They can either give me the system and I'll have someone I can trust fix it, or they can come and get it, however talking to one of their "Customer Service" manager will do me no good.

(The consumer indicated he/she DID NOT accept the response from the business.)Our issue is started prior to installation. The sales person, [redacted], asked us about what our plans were . We told him maybe a hot tub and pond. Prior to signing, [redacted] told us that if we needed more panels, they "just put more up there." Then on the day of the installation when the breaker splitting came up, the lead person told us a similar story about we could just add panels. So we proceeded rather than backing out at that point. We continued with the contract based on false information from both the salesman and the lead installer. This has nothing to do with anything else or what needs to be done to resolve the issue. We feel that the main issue is this: Did solarcity misrepresent the upgrading of the system in the future as we were told by two of their employees during the sales process and during the installation? Yes they did and should be held accountable for making it right either by voiding the contract or taking care of the necessary upgrades at their cost since Solarcity was deceptive at best during the sales and installation process. we relied on their "expertise" and that information was false as we know now years later. we still do not have a pond nor hot tub.

We are aware of our customer's concerns and a Customer Relations Manager has reached out to address this matter. Please call 888-765-2489 opt. 2 for further questions.