SolarCity Corporation

Initial Business Response /* (1000, 8, 2015/06/25) */
Thank you for forwarding this valuable feedback from [redacted]. We apologize for any frustration he has experienced with his project. A customer relations manager will be in touch today. She will remain his point of contact until he receives...

permission to operate his system. We will work with [redacted] to restore his faith and confidence in us.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted today by [redacted] who is going to be my single point of contact. She sounded very sincere and I was pleased with her information regarding my system. I feel confident that the problems will be resolved quickly at this point.

Initial Business Response /* (1000, 5, 2015/12/08) */
We apologize for the frustrating circumstances surrounding this customer's experience. A manager will reach out to complete a savings review. Currently this system is producing as expected, but we look forward to reviewing further to provide a...

better understanding. Please call[redacted] with additional questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have not been contacted by solar city or a representative of their company. The reason we agreed to the solar panels was to reduce our electricity bill, but, have not had a reduction in cost.
Final Business Response /* (4000, 11, 2016/01/01) */
A manager will reach out this week (between 1/4/16-1/8/16) to collect the data to complete the savings analysis. Please call us directly at[redacted] for immediate assistance.
Final Consumer Response /* (4200, 13, 2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Solar city wants to check our billing statement. We have given them the account number and they are looking into it to check our energy uses. They say we our consuming more energy than we first indicated but this is not true. They promised that they would give us enough energy for a size of our home and now they are saying we are using more energy then we did before. We have given them access to all of our accounts to prove that this is not true. We are still waiting for a response from them so we can not be satisfied with a result as there hasn't been one.

Initial Business Response /* (1000, 7, 2015/12/10) */
We apologize for the frustrating circumstances surrounding this customer's experience. We have dispatched a technician who visited the site today and completed several repairs. A manager will be in touch shortly regarding the repairs made...

by the homeowner in October. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 13, 2016/01/07) */
I did not close this case and am not [redacted] to find that it is closed. We still have yet to receive the refund of $220 promised from them. They told us two to three weeks, as of January 2, 2016 we still don't have the refund. You wanted a response by 12/25/15, however, there is no way to say that the job is NOT complete - only to agree with what they have done so far. We don't agree. We are still requesting the $220 refund and would like this re-opened until which point we receive that.
We are not considering this a closed case.
Thank you in advance for your assistance.
[redacted]
Final Business Response /* (4000, 15, 2016/01/11) */
This case has been resolved. Please reach out to Customer Care at 888.765.2489, option 2 with any future questions.
Final Consumer Response /* (2000, 17, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The repairs have now been complete and the reimbursement has been received.

Complaint: [redacted]I am rejecting this response because: Until I can speak with someone in the company that can take action on the injustice of this business issue its difficult for me to assure problem...

would be resolved.  A rep from the company called and was to call back as a result of me being at work  and couldn't talk at the time.  I returned the call today and spoke to Billy and he indicated a customer relations manager was working the issue and would give me a call when he come into work.  I left a voice mail but have not received a return call.  Thanks Revdex.com for getting this issue some attention.  I hope it can be resolved quickly. Sincerely,[redacted]

A customer Relations Manager will reach out shortly to address the complaint with our customer.  Please call 888-765-2489 with further inquiries.

Thank you fro bringing this customer concern to our attention. One of our Customer Relations Managers is reviewing this issue and will reach out to the customer shortly.  If there are any questions, please contact us at 888-765-2489. Thank you.

[redacted]: We are completing a Savings review for this customer. She is in communication with a customer relations manager.

Initial Business Response /* (1000, 5, 2015/09/17) */
We apologize for the frustrating circumstances regarding this customer's experience. A manager spoke with this customer yesterday (9/16/15) and advised of the current status. We will reach out again shortly. Please call XXX-XXX-XXXX with further...

questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, The issue is that they were to apply for the State of Oregon Renewable Energy Tax Credit prior to installation, per our contract, which is something only a certified installer can fill out. Solar City neglected to file the application and as a result we are losing out on the benefit of this Tax credit over the next 4 years. The tax credit is $1500 per year over four years of which we agreed to pay $75 per month ($900 per year) to Solar City, for 4 years, which in effect would give $900 to Solar City and $600 to us. Since installation, we have been paying $75 per month.
Solar City has offered to refund the $75 per month amount we have paid over the last year and to stop pulling the $75 from our account, however they have refused to compensate us for the $600 per year that we were to receive from the State of Oregon but can't because they did not fulfill their side of the contract. Being that Solar City's mistake has cost us the $600 per year over the next 4 years, to make things right we should be compensated so that we have the money that was expected upon signing the agreement.
I have expressed that I don't care how the compensation is achieved. They can continue to charge $75 per month and then provide $1,500 at year end each year. Not charge anything throughout the year, refunding the already charged $75/month, and provide $600 at year end for 4 years. Not charge anything throughout the year, refunding the already charged $75/month, and applying a $50 credit each month over the 4 years. Or, just pay out the total $2,400 that we would have received.
Anything short of properly compensating us is inadequate.
Final Business Response /* (4000, 15, 2015/10/16) */
Hi [redacted],
We are moving forward with cancelling the RETC payments the customer is referring to in the contract. Once the paperwork is generated, it will be sent to our customer and they will no longer be responsible for the additional amount.
A manager has been in contact with this customer and I will have her reach out again to explain.
Please let me know if you have any questions.
Thanks!
[redacted] Supervisor, Customer Relations Customer Account Management Group
Final Consumer Response /* (4200, 17, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I signed the amended contract that releases me from paying the $75 a month however I am not releasing SolarCity from our claim that their mistake of not filing with the state, resulting in our loss of the $1,500 tax credit for the tax years XXXX-XXXX is owed to us.

Complaint: [redacted]I...

am rejecting this response because:
I have little faith that this will be resolved just because someone new is working on the problem.  They gave me two options of either paying them $4000 or fully accepting the terms.  This is not what I will agree to , and not what was presented to me when I signed up.  I need them to fully correct the issue, or remove, at no cost to me the system. I did speak to a new associate, but am waiting to see if they can actually produce any positive results.  They seem very quick to react to the Revdex.com complaint, but were very slow to answer my calls and emails.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: the customer relationship manager did reachout to me, however, we just set up a time for a followup after going...

through the issue in detail. No resolution was reached. If we reach an solution, I will update this request as complete.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/08) */
We apologize for the frustrating circumstances surrounding our customer's experience.
A customer relations manager will reach out shortly to address this complaint with our customer.
Please call XXX-XXX-XXXX with further questions.

We apologize for the frustrating circumstances surrounding our customer’s experience. Our solar systems are designed to offset a specific amount of consumption which was verified prior to designing our system....

After reviewing our customer’s concern, it was determined that consumption increased overall by approximately 2500kWh, which did result in additional monies spent. Just as if our customer did not have solar, the price for energy increases as the unit (kWh) increases. Please call 888-765-2489 opt. 2 with further questions.

Complaint: [redacted]I am rejecting this response because: I am still waiting on Solar City to give me an answer about my situation. Although, [redacted] has been in contact with me to notify me that they are still reviewing the text messages that their sales representative sent me. 
 
 
Sincerely,[redacted]

We are aware of our customer's frustrating circumstance and a customer relations manager is in touch with our customer. Please call us at 888-765-2489 for any questions.

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

because:  The person that is supost to be responding back to me is the same one I have been communicating with previously and had no success.  I had a conversation with one of the Solar City reps and was informed that Solar City was aware of there being a software issue and they still do not have a fix for it and don't know when they will have one.  Since I filed the complaint my system has gone down 2 more times.  They haven't reached out to schedule a time to work on it.  I don't see that talking with the same rude employee I have been talking to before to no avail is going to change anything.  I would like my system fixed permantly or removed from my roof and everything repaired to how it was when installed.  I'm not willing to subsidize Solar City while they find a fix for their issue.  All their response stated that they would.contact me.within 5 days but never proposed anything other than that.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: The salesperson mislead us and lied. The contract is very one sided and we are not saving what we were told we would save. The government needs to investigate these solar companies for the sales tactics, lies, and one sided contracts that benefit the solar company more than the consumer.Sincerely,[redacted]

Complaint: [redacted]I attached a picture of the last email that I received from the solar city company. At this point all I want is their equipment remove from my property.Sincerely,[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)We accepted the lesser system. Solar City promised a full redund of...

the difference in price and they promised to start the system which requires they contact [redacted]. They have done nothing and have stopped returning our calls.

We apologize for the frustrating circumstance that our customer is having currently, a customer relations manager will be reaching out shortly in order to discuss. For further questions call 888-765-2489. Thank you.

Final Consumer Response /* (2000, 9, 2015/03/27) */
The vendor responded and fixed the problem to my satisfaction