SolarCity Corporation

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

We apologize for the frustrating circumstances surrounding [redacted] experience. SolarCity has been in contact with our customer in regard to system relocation and the customer has been presented with the option to relocate the system at a very reduced rate. The system not yet been relocated as...

the relocation costs have not been paid for. Per [redacted] conversations with Ryan, it was determined that the glare persists for approximately 2 hours per day and for a period of several weeks out of the year. SolarCity has also offered window tinting and shades to the Brauns as a less cost-prohibitive option, which would not affect the view. Please call 888-765-2489 with further inquiries.

Our customer, [redacted], is standing by the fact that her and her husband were unaware they signed a 20 year contract with SolarCity. SolarCity's records indicate that a contract was signed via electronic signature on [redacted], which was sent directly to the customer's e-mail address, [redacted].
The [redacted] were provided a copy of their contract via e-mail, immediately after signing it, and did not bring up any concerns regarding their account with SolarCity until after their solar system was installed and operational in [redacted] of [redacted]. Furthermore, additional documents involving their account and interconnection were signed by the customer after their initial contract was signed.
Nothing that has been provided to SolarCity validates what the [redacted] have expressed to us, and a comprehensive internal review did not bring forth any indication of misrepresentation either.A Customer Relations Manager will ensure that all questions surrounding this event are addressed with the customer. For immediate assistance, please contact [redacted]

A Customer Relations Manager is in communication with customer at this time. After last conversation, customer and Customer Relations Manager agreed there would be a follow-up call made 9/28.

Complaint: [redacted]I am rejecting this response because: It's an email auto-reply that does not resolve the issue.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I am still negotiating with company to resolveSincerely,[redacted]

Complaint: [redacted]I am rejecting this response...

because:
Nobody care to make an attempt to resolve the wrongdoing. They sent me an email to call them and when I called, nobody care to help. Left the voicemail- no response for 6 days.
Overcharging and making up "electricity production" are illegal matter which need to be addressed properly at the highest concern.
The company's business need to be audited and review by proper authorities.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]

We apologize for the frustrating circumstances surrounding our customers' experience. A customer relations manager is reaching out to address these concerns in the next 24 hours. Please call 888-765-2489 with further questions.

Initial Business Response /* (1000, 10, 2016/01/22) */
We apologize for the frustrating circumstance surrounding our customer's experience. A customer relations manager will reach out shortly to address this complaint with our customer.

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

called the 800 number provided and was told I would receive a call back from a manager and I haven't received any call back or any correspondence from Solar City. I have been dealing with this issue since the installation and nothing has been done. I would like for Someone to be assigned this case and own it! Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/10) */
Thank you forwarding this valuable feedback. We have emailed Mr. [redacted] in regards to the cancellation. The notice he received is not in regards to the system he is currently under contract for. We are not cancelling his contract. If you have...

further questions please call XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive an email. I want a letter of apology from the Solar City President [redacted] that also says that this service contract at [redacted] will not be canceled.
Final Business Response /* (4000, 9, 2015/06/15) */
Thank you for forwarding this valuable feedback. The original email was sent to [redacted] on 6/5 to the email on file. We explained the notice of cancellation he received was not for that project and his account is still active. We apologize for any inconvenience.
Final Consumer Response /* (4200, 11, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never received email. We want a formal letter sent to us.

Initial Business Response /* (1000, 5, 2015/09/10) */
We apologize for the frustrating circumstances regarding this customer's experience. Generally, SolarCity will contribute in any reasonable way to a customer's project in order to allow it to move forward. This includes, but is not limited to:...

re-roofs, main panel upgrades, structural upgrades, &c. SolarCity only contributes to these upgrades if they are required for the job to proceed. In this instance, our design & engineering team is confident that the existing main panel is sufficient for solar installation at this time. As such, an upgrade is unnecessary. Our NEST thermostat promotion does have stipulations regarding our ability to install and unfortunately at the time of the site survey, the main panel was not compatible to connect with our NEST system. Our senior sales manager has been diligently working with this customer to find a workaround to this concern. Please call XXX-XXX-XXXX with any further questions.

Initial Business Response /* (1000, 5, 2015/09/28) */
SolarCity's goal is always to offset as much energy as possible from the utility company. During the initial sales consultation, our energy consultants meet with customers and generate a potential design to offset their energy. Thereafter, we...

conduct a site survey that seeks to confirm the measurements and feasability of the originally proposed offset. Afterward, the project moves into the design phase and is altered by our design team to take the survey results into account. SolarCity guarantees production and not offset percentage. If this customer would like additional offset, we would be more than happy to revisit the property to determine if this would an option. The resultant contract would be based on current pricing rates in the customer's region. All offset percentages are estimates precisely because they are based on the presumption that a customer's energy consumption remain constant, which is very unlikely. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The concerns I have brought to the company's attention have NOT been addressed, while your company as a whole may have the goal you spoke of above I do not believe the sales rep that I met with had my best interest at heart. As I said previously I was lied to repeatedly and urged to sign a contract based on these lies. Please respond to my original concerns so that we may discuss a solution to my problems.
Originally [redacted] did NOT have my electric bills, he stated he would get them directly from our Electric provider which I now know to be UNTRUE, that means the original design was FLAWED. Then we were promised so many things that have not been delivered and I was NOT contacted and given an opportunity to discuss that my system was being reduced by 40% (i just found this out within the last month) I was told everything was "a go." The only way I agreed to the current rate was because it was sold to me that I would never go to the 2nd tier, I do, almost monthly. Anyone in their right mind would not agree to pay MORE for electricity, the way it was explained and drawn out for me was that I pay a little more per KWH because I would NEVER reach the 2nd tier.
Please look back at my original complaint and take the time to review my account and respond. I will not lay down and take this, I had a verbal agreement with a representative of your company and I expect someone to make this right.
Thank you for your time.
Final Consumer Response /* (4200, 13, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again you have failed to address any of my original concerns. I do not want an additional system, I would like someone to explain to me how this company allows their sales reps to blatantly lied to the customers and is not willing to explain or go over anything with us. We have an analysis from your company that shows originally you did not have the proper information for our electric use, our sales rep fabricated that information. Therefore from the very beginning there have been problems, we simply would like someone to correct the problems, do not offer us another system we have enough problems with the system that we have.
Until someone addresses the original problems, and actually attempts to help correct the problems I will not agree to close this complaint.
Final Business Response /* (4000, 15, 2015/11/04) */
Hi [redacted],
A manager will be in touch with the customer shortly. We understand their concern but it is important to note that offset is not guaranteedour customers agree to and sign a contract based on the system size, not on a guaranteed offset. We will engage the customer accordingly.

Initial Business Response /* (1000, 8, 2015/05/29) */
Thank you for forwarding this valuable feedback from [redacted]. We do apologize for this mistake. We have refunded [redacted] the amount needed. Please feel free to reach out to XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /*...

(2000, 10, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Final Consumer Response /* (2000, 5, 2015/06/09) */
Ms. [redacted]:
Hope all is well.
I tried to phone you as well but you must been busy.
I am writing to you to inform you that the company and I have resolved our issues re: the recent true-up scenario. I have been working with a new...

executive at the company (on copy), who confirmed there will be no additional true-upo charges sent to me for the length of my agreement.
I want to thank you for your utmost professionalism and urgency you exhibited. I am grateful to you. Please mark this matter as closed.
Best regards,
[redacted]

Our customer is currently working with a Customer Relations Manager regarding his concerns. Please contact [redacted] with any questions.

A manager will be reaching out to this customer to directly address their concerns shortly. For immediate assistance, please dial 888.765.2489 Option 2.

Complaint: [redacted]I am rejecting this response because: I haven't received any update yet. I went to their office last [redacted] and am waiting for their update.Sincerely,[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)Again my roof has been leaking for almost 9 MONTHS!! Why is it taking this long to resolve?!!! Every time it rains or snows we have water coming in our house, I DO NOT understand why is has taken this long and we still have NO determination as to when solar city will make a decision. Why do they NOT have a time limit. I believe we have been MORE than accomodating considering this mess. We want our roof fixed ASAP, the way it was BEFORE solar city made a mockery of this whole thing. I want them to MAKE A DECISION IN A TIMELY MANNER, 9 MONTHS LATER IS NOT CUTTING IT.