SolarCity Corporation

We apologize for the frustrating circumstances our customer is experiencing.  A Customer Relations Manager has been working with the customer.  Most recent communication with them was on June 5th with regards to their concerns.  If you have any further questions, please call...

888-765-2489.

Thank you for bring this to our attention our Manager is actively reaching out to resolve the customers concern.

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

out to customer relation person yesterday and was told that they will get back to me yesterday, I did not happen. I emailed them again this afternoon and she was sorry that she will follow up. This is the same BS response for months now.
Sincerely,[redacted]

Thank you for your response. The customer has been advised the need for the Main Panel Upgrade is a utility requirement. SolarCity and the customer would need to trench through approximately 40 foot of concrete and would require that the customers driveway be repaved. The cost of the Main Panel upgrade and all extra work, would be approximately $7000.00 and we had advised the customer his share would be $3300 to move forward. We are not requesting the customer to pay 100% of the cost of the Main Panel upgrade. During the installation of the customers first system, the main panel upgrade was not required. The "split breaker" the customer is referring to was to allow a 20 Amp breaker for the solar system to be placed. At no time during conversations between the customer and our Customer Relations Manager was it advised that he was installing the hot tub and pond. We were advised he could not pay for the Main Panel upgrade due to financial difficulties. The customer has one system installed on his roof at this time. We are unable to just add additional panels to the customer current system as it has already been processed with his utility company and approved as is. SolarCity cannot calculate system production based off of the possibility that the customer will be installing a Hot tub and a pond. The Utility allows the system size based off of the previous 12 months electrical consumption. We have made attempts to work with the customer and share the cost of the Main Panel upgrade.

We apologize for the frustrating circumstances surrounding our customer's experience. We are currently researching the customers concerns and will be reaching out to them soon. Please call [redacted] with further questions.

Initial Business Response /* (1000, 5, 2015/11/16) */
We apologize for the frustrating circumstances surrounding this customer's experience. A customer relations manager will reach out to ensure this issue has been resolved to completion. Please call XXX-XXX-XXXX with further questions.

We have reached out to the customer to try to move forward within the terms of the agreement to get the solar activated. The customer has declined to move forward, asking for the system to be removed. We have addressed the customers concerns with the UCC-1 in regards to her refinancing her home and are happy to work with her on this as the UCC-1 can be temporarily removed during refinancing. If the customer is selling the home it will be removed for closing.
The customer has stated that the Sales person never told her about the UCC-1 fixture filing but it is stated in the agreement and our sales, concierge and customer care teams are here to answer customer questions about the system and the agreement terms. Per the terms of the agreement that the customer signed they could have cancelled up to the day of installation to allow them time to review the terms of the agreement as well as to ask any questions. In the agreement the customer also agrees to allow SolarCity to make the inspection corrections but refused our crew when they came to make the correction to then move ahead to activate the system. 
SolarCity has attempted to work with the customer to settle their concerns in a professional manner at all times by phone, in email and letter correspondence. We are happy to work with the customer to resolve these concerns amicably.

Initial Business Response /* (1000, 5, 2015/07/30) */
We apologize for the frustrating circumstances regarding this customer's experience. It is not mandatory to sign up for ACH, and it is clearly laid out in the contract that a customer will receive a discount if they sign up to pay via ACH. The...

length of the contract is also clearly laid out in the agreement as well. Please contact XXX-XXX-XXXX with any questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Very clever, discount versus extra charge. My bill specifically notes it as a NON-ACH payment charge. Every support person tells me the same thing, you have a choice either set up ACH or pay the extra $15, I still think it's blackmail and adds up to a lot of money each year. As long as I pay the company on time why should I be subject to ANY extra charges no matter how I pay - cash, check, credit card, bank check. etc?
Call it what it is, a charge to not allow SolarCity to dip into my checking account and grab their payments.
Final Business Response /* (4000, 9, 2015/08/05) */
We do apologize that this was not made clear. The contract clearly stipulates that all customers that sign up via ACH receive a discount. If the customer opts to not enroll in ACH, the discount does not apply. Please call XXX-XXX-XXXX with any further questions.

We are working on making contact with the client to explain the contract details and how the billing works, for further question on the account please contact 888-765-2489.

Salorcity is a scam never save money on my bill they lied

We apologize for the frustration surrounding our customer's experience. A Customer Relations Relations Manage will be reaching to our customer shortly to discuss the issue at hand. Please call [redacted] with any inquiries.

Initial Business Response /* (1000, 8, 2015/08/05) */
We apologize for the frustrating circumstances regarding this customer's job. A customer relations manager will be in touch shortly to address this customer's concern. Please call XXX-XXX-XXXX with any further questions.

Initial Business Response /* (1000, 5, 2015/11/29) */
We apologize for the frustrating circumstances surrounding our customer's experience. PG&E's process of "net metering" amalgamates all credits/debits of energy from our customer's energy bank and bills at one annual time. This billing practice...

is for energy consumed by our customer from PG&E. SolarCity does not pay for energy bills on behalf of a customer that has directly benefited from the use of said energy. The monthly accumulations are listed on each monthly bill provided by PG&E. SolarCity does not guarantee that any system will provide enough energy to a customer's home due to the variability of energy consumption. Please call XXX-XXX-XXXX with further questions.

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

person from SolarCity email and leave a message but now they aren't returning my emails or phone calls. I do not know what their proposed resolution is - they do not state it in their emails and I have not spoken with anyone.Sincerely,[redacted]

I want this system off my house or they can give it to me, however it has BEVER worked as promised, and I want it gone. This company does not know the what the words customer service means and I am sick of dealing with them.

A customer Relations Manager is working with our customer to ensure the issue is resolved.  Please call 888-785-2489 with further questions.

A Customer Relations Manager is actively working with the customer to address her concerns

Complaint:[redacted]I am rejecting this response:
The company has not responded on how or what they will do to...

remediate this problem. I now wish for the company to remove their solar panels from my roof in order to solve this problem and perform the pertaining repairs to my roofSincerely,[redacted]

A customer relations manager spoke to the customer in regards to the status of their project on 03.30.2016 and 04.05.2016. We are currently in process of preparing to submit documentation to the utility to obtain permission to operate the customer's system. For further questions please call [redacted]

We are aware of the frustrating circumstance surrounding our customer at this time. A Customer Relations Manager will be reaching out to our customer shortly. If you have any further questions then please contact us at [redacted]