SolarCity Corporation

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]

Initial Business Response /* (1000, 11, 2015/06/10) */
Thank you for forwarding this valuable feedback. We apologize if [redacted] feels mislead in any way. We will be reaching out to [redacted] to discuss in further detail.
Initial Consumer Rebuttal /* (3000, 13, 2015/06/24) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
SolarCity did reach out to me on 6/18 and requested info to do an analysis, which I sent immediately. The next I heard back from them was today (6/24) asking me to resend the files. At this point we have not reached resolution, however in good faith can we please extend the deadline for this to 7/2 so that I can see what they propose? If 6/25 is a hard deadline, then I'd have to say at this time I do not accept the response from the business.
Final Consumer Response /* (2000, 17, 2015/07/14) */
7/8 Update: Just spoke with [redacted] at SolarCity and he presented me with their proposed resolution. They met most of my requests and I find it to be in line with what I was hoping for. I am pending an amendment to the contract, which once signed, will effectively close this issue from my side.

We apologize for this frustrating circumstance surrounding our client, in regards to the concerns being expressed. Someone from our Management Team is already in contact to address the clients concern, for further question please reach out to [redacted].

Initial Business Response /* (1000, 8, 2015/06/02) */
Thank you for forwarding this valuable feedback from our customer. We were able to address Mr. [redacted]'s concerns and come to an agreeable resolution.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/04) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
SolarCity worked with me to come to an agreeable solution. I was happy with the outcome.

Initial Business Response /* (1000, 5, 2015/10/19) */
We apologize for the frustrating circumstances surrounding this customer's experience. We will reach out shortly to address with our customer. Please call XXX-XXX-XXXX with further questions.

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 in an attempt to speak with the customer and discuss this matter further. Please call 888-765-2489...

opt. 2 with further inquiries.

Customer are free to cancel any time prior to installation. Cancellation limitations are noted in the contract as outlined in the last response. The terms of the contract do exist for a period of 20 years, which is stated multiple times in the contract as well. This system was built to produce approximately 10,**6kWh per year and the first full year will complete itself in June of [redacted]. At that time, if there are savings concerns, we will request utility bills from our customer to corroborate their claims and complete a full system review. Because system offset is based on a yearly consumption amount, it is entirely plausible that our customer's overall energy bills may increase if their consumption increases overall. This consequence would be present in the absence of a solar system as well being that energy is charge on a per kWh basis by the utility company. This was outlined in the last response as well. As an analogy, imagine a customer purchases milk from a farmer at the cost of $1 per bottle and uses 24 bottles per year. Later, this customer meets a different farmer that sells milk for $0.50 per bottle, but can only provide 22 bottles of milk per year because he only has one cow. This would result in a 2 bottle deficit per year which would need to be supplied by the first farmer. If the customer raises their milk consumption to 50 bottles a year, the second farmer would still only be able to provide 22 bottles per year because he is limited by his singular cow. The customer's cost is thusly raised, because 50 bottles of milk cost more than 24 regardless of the supplier. The second farmer is like SolarCity in that he is limited by the maximum amount of product he or she is able to produce. A solar system can only produce as much energy as the system allows, and additional consumption on the part of the customer or consumer would logically result in a higher bill, regardless of the supplier. The system is currently producing optimally and we look forward to addressing our customer's consumption concerns once the first year has passed. Please call 888-765-2489 with further questions.

We are aware of the frustrating circumstance surrounding our customer. A customer relations manager will be reaching out shortly. Please call 888-765-2489 for further questions.

We are currently working with the client to come up with a resolution that resolves the concern on the account. Our Management Team has been in contact with the client discussing possible options and the client is submitting the information we need to resolve this concern. For further question please reach out to us at 888-765-2489

Complaint: [redacted]I am rejecting this response because:
There has been no resolution. I have not been contacted via phone or...

email other than someone named [redacted] emailing saying they were researching my complaint and would get back with me. This was on [redacted]. I have received no additional communication since thenSincerely,[redacted]

Initial Business Response /* (1000, 10, 2015/04/13) */
Thank you for forwarding the valuable feedback from our customer 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.
Our customer was working with our Customer Relations Manager [redacted] in December. He completed a detailed savings analysis that outlined how much money she saved on overall energy costs due to having solar. He emailed her the information and tried calling to explain, as well. The customer did not return his attempts to contact her. We have requested that [redacted] contact this customer again and address any additional concerns she has about savings. We will make all efforts to ensure that this miscommunication does not occur again.
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] option 2.
Initial Consumer Rebuttal /* (3000, 16, 2015/08/12) */
COMPLAINT # XXXXXXXX

I spoke with [redacted] Reed of Solar City and he said I was using more energy. We spoke by phone and I sent him my energy bills by fax. His response didn't make any sense and I gave up. I used to have a roommate and my energy bills were less expensive. I'm one person in this house who has not changed my habits. Also, I wasn't home for some time because I was in the hospital.
I was told not to pay my utility company monthly by [redacted] of Solar City and I was told I would get a refund at the end of the year from my utility company when I first decided to purchase this system. The monthly bill I receive from my utility company(SMUD) has 3 amounts on it to pay. I was concerned and confused so I contacted Solar City and I told them it looks like I owe my utility company something monthly. I spoke with [redacted], the salesman who sold me the panels. He assured me that I didn't owe my utility company anything monthly and I would get a refund at the end of the year from my utility company. I wasn't comfortable with that so I paid my utility company the monthly amount in addition to the Solar City energy charge. My complaint is these two payments increase my monthly energy cost. In addition to that, I still owed my utility company even more money at the end of the year. I will owe both Solar City and my utility company monthly for the next 20 years and now I'm having to pay my utility company even more money monthly to avoid owing them a balance at the end of the year. This is not saving me money; it is costing me much more money. One person at Solar City did say this is because I am a low energy user. She said only high energy users see savings.
Thank you,

[redacted]
XXX-XXX-XXXX
Final Business Response /* (4000, 18, 2015/08/17) */
We apologize for the frustrating circumstances regarding this customers experience. In December, our customer was sent documentation that shows an increase in the consumption of this customer's energy. Solar systems are built assuming that consumption remains the same from year to year. In this instance, an increase of approximately 6,000kWh caused energy costs to increase. Just as if solar were not offsetting, an increase in use of energy will result in an increased cost. Please call XXX-XXX-XXXX with additional questions.
Final Consumer Response /* (2000, 20, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My complaint was based on misinformation from a SMUD representative regarding my energy usage. I have had to talk to several people at SMUD, all of which have had a difficult time trying to figure out my kWh usage and billing. If they can't understand it, imagine what it's like for the customer.
I don't like getting charged by Solar City and SMUD each month and still owing SMUD money at the end of the year. I have increased the amount I pay SMUD each month this year to try to avoid owing them money this year.
Now my panels are offline and who knows what new problems this is creating for me.
This is not the smart way to go solar.

Initial Business Response /* (1000, 8, 2015/06/02) */
Thank you for forwarding this valuable feedback from our customer. We were able to address Mr. [redacted]'s concerns and come to an agreeable resolution.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/04) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)
SolarCity worked with me to come to an agreeable solution. I was happy with the outcome.

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]

One of our Customer Relations Managers has worked with our customer to help address their concerns regarding repairs and additional panels. Our Customer Relations Manager has advised the customer that SolarCity would not be able to install additional panels as we are not currently installing systems in [redacted] at this time. After an in-depth review,  SolarCity addressed the electrical concern as of [redacted] and again on [redacted]. It was determined by the electrician all circuits have their own dedicated breaker and there are no additional wires attached to the water heater. Please call [redacted] with further questions.

Initial Business Response /* (1000, 5, 2014/07/29) */
Thank you for forwarding this valuable feedback from [redacted] regarding case # XXXXXXXX.
We have reached out via phone and email. We apologize for any frustration this situation has caused. We are working with [redacted] to resolve this...

matter.
Initial Consumer Rebuttal /* (2000, 7, 2014/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have as of this morning refunded my money. Was it done in a timely manner? No. They need to put some safeguards in place. They cannot find two of the papers I filled out giving them permission to take my payments automatically from my checking. They said since they can't find them it must mean they destroyed them.
They just need to clean up their business office practices. Despite the repeated phone calls and reassurances that my refund would be deposited the next day it took several weeks to receive my money back from them.
Final Business Response /* (4000, 14, 2014/08/07) */
We apologize for this error. We have been in contact with [redacted] and have resolved this issue. We will be compensating her for this error.
Final Consumer Response /* (3000, 12, 2014/08/05) */
The extra money taken out was supposed to be used to pay my next bill and the extra refunded to me. The extra portion above that bill was refunded to me.
However, this evening Solar City pulled an extra payment out of my account again.
I am going to have to start pursuing legal charges.
I have notified my bank of the fraud that is being perpetrated by this company.

just want to warn everyone about the bad service with this company. Its been since last Dec that I signed contract with them, they remove my tile roof without city permit and just leave it open for 4 months. They finally put panels in month of July but until now it is still not working because they're waiting for funds. Its very rediculous for such a long wait and you have nobody to talk to

I have had solar panels on my house for >5 years. They were installed by a company that was bought by Solar City, but the parts are under warranty and should be serviced by Solar City. I have had multiple micro-inverters break on me, and getting them replaced is always a battle. First, I am not notified when they cease to function (and was told when I bought the system that the company would monitor it to check for malfunctions). Second, when I call to have a repair done, it takes them 3-6 weeks to get the new part and fix it. And, they never call to set up an appointment when they have the necessary parts. I always have to initiate actions to be taken. Third, I have a micro inverter that has been replaced twice and neither one has worked. The technician has made no contact with me (e.g., to tell me before he left that he didn't fix it when he knew that I was home). The customer service people all seem very understanding but every time I call they give me a run around. In the past year, I've had an incomplete system 90% of the time due to broken micro-inverters that take forever to be fixed. I am fed up with their lack of concern, lack of communication and lack of efficient service.

We are currently working with the customer on a resolution that will resolve the concern. The customer is aware of option being reviewed for resolution. For further inquiry please contact 888-765-2489 opt 2.

Initial Business Response /* (1000, 5, 2015/11/03) */
We apologize for the frustrating circumstances regarding this customer's account. We are engaging the appropriate internal parties for a resolution and will reach out within five (5) business days to follow up. Please call XXX-XXX-XXXX with...

further questions.

A Customer Relations Manager will be reaching out to the customer shortly regarding the complaint.