SolarCity Corporation

We apologize for the frustrating circumstances surrounding our customer’s experienceA customer relations manager will research the account and reach out shortly to address this complaint with our customerPlease call 888-785-with further questions

After seeing the SolarCity vans all over, the [redacted] , and an interest in getting a solar panel system installed at our home, I talked with a SolarCity rep at [redacted] Another repcontacted me and set up an appointment in our homeWe were told repeatedly: "The best time to get the best price is yesterday." The meeting went seemingly well and we were sent a proposal with a link for our electronic signatureWe signed and were expecting to be contacted in short orderWe also were informed that there was a special incentive at that timeWe were left with the impression that someone would be contacting us as soon as they could to set up the "engineering inspection visit"No one calledFast forward almost months later and we get a phone call from someone else from Northern CaliforniaIt seemed as though when speaking with them that they seemed to distance themselves from the initial contact representative: "I don't know that person personally...." We were sent another contract proposal — "The old one was deleted from our system, from inaction after x number of days..." The new one has higher prices, higher APR and we were reminded: "The best time to get the best price is yesterday." I thought about this some more and wondered if this was standard practice for SolarCity? If the company wanted happy customers and long-term customer satisfaction, would they: • Wait for nearly months to recontact interested leads? • Obviously, not honor expired 'specials' since it was passed the time [but the potential customer had to ask about any 'specials' to be informed of any such 'specials'] HOWEVER, we had asked about itWe had signed the electronic docs to move forward at that time to take advantage of the 'special' • Raising rates drastically [the APR went up almost .5% APR] and the electric rates were significantly higher — in less than months[The Banks/Credit Unions haven't raised their rates AT ALL in this time, nor has SDG&E! -- even with the customers paying for the decommissioning of San Onofre!] • The 'distancing' themselves from an apparent official representative of SolarCity and apparent disassociation from agreements made with that SolarCity representative • Leaving the customer with the impression that this is some kind of "bait and switch" — the initial offer presented by a SolarCity rep., then contacting the customer with a very different offer and then trying to blow off the higher price, change in terms, and ignoring the original offer Anyone else have this type of experience with SolarCity? I don't feel this is appropriate

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 I am awaiting a follow up call from MrParker Solar City customer relations with a resolution he assured can be rectified He was and/or will contact me in approximately a week from our previous date of contact with a solution It was mentioned that the sales rep would contact me as well to complete unfinished contract business Proudly grateful to Revdex.com for this intervention.Sincerely, [redacted]

We apologize for the frustrating circumstances surrounding our customer’s experienceA customer relations manager reached out on 03-06-to address and we are currently reviewing the account for resolutionPlease call [redacted] with further questions."

Initial Business Response / [redacted] (1000, 5, 2015/11/29) */ We apologize for the frustrating circumstances surrounding our customer's experiencePG&E's process of "net metering" amalgamates all credits/debits of energy from our customer's energy bank and bills at one annual timeThis billing practice is for energy consumed by our customer from PG&ESolarCity does not pay for energy bills on behalf of a customer that has directly benefited from the use of said energyThe monthly accumulations are listed on each monthly bill provided by PG&ESolarCity does not guarantee that any system will provide enough energy to a customer's home due to the variability of energy consumptionPlease call XXX-XXX-XXXX with further questions

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 meSincerely, [redacted] ***

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

Complaint: [redacted] I am rejecting this response because: The VPN is installed on a local computer, not the routerThe gateway attaches via ethernet cable directly to the routerI have no issues with other services runningIf you could please provide me the port numbers the gateway uses, I can check these.Sincerely, [redacted]

I did months of research and got proposals from different companies for putting solar on my home Solar city would not use the panels I requestedthey offered a sub quality panel and when they gave me their proposal the 100% production guarantee was not 100% they would only guarantee 80% of the proposed production of the system when questioned why their 100% guarantee would not guarantee 100% of the proposed production they replied with "no on in the industry will guarantee 100% Out underwriter will not allow it" well I found this to be a lie I found a company that gave me a 100% guarantee of the production they proposed with the panels I wanted Solar City would not and only tried to bad mouth the other companies they were pushy to sign and were not happy when I said I had other proposals to consider and would need a week or so to finish my research I dont like being bullied to sign anything I would not recommend them to anyone

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

We apologize for the frustrating circumstances surrounding our customer experience with us We reached out to [redacted] on May 19, [redacted] and discussed the matter Resolution was also discussed whereby SolarCity credited the customers account of the amount in question and customer was satisfied with this action Please call 888-SOLCITY Option #for further inquiries

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

We resolved her concerns on March 6, ***It appears her Energy consultant was able to resolve with her

We apologize for the frustrating circumstances surrounding our customer’s experienceSomeone from the Escalation team will be following up with the customer regarding this concernFor further question please contact SolarCity at 888-765-

We apologize for the frustrating circumstances surrounding our customers' experienceA customer relations manager is reaching out to address these concernsPlease call [redacted] with further questions

I have never dealt with such an unprofessional business/organization in my lifeDoing business with SC has been one of the worst decisions I have ever made There customer service is the worst ever!! It took years of emails back and forth to resolve a billing inquiry Often it would take 2-weeks to get a return email (and I was supposedly working with their "customer relations manager.") At one point, I received a call from a different department and the employee literally refused to give me his name When I asked for it, he responded "I don't see why you need my nameYou'll get it later in an email." I insisted on getting his name and he still refused After much persistence and me threatening to speak to his manager, he gave me his name In addition to poor customer service, they have made me jump through hoops to get my referral award....which I still do not have from a referral in Presently I am trying to get communication from them regarding being over charged for my solar use for the past years If I do not hear from them very soon, I will be filing a formal [redacted] complaint I would not do business with this company if you expect professional, courteous customer service

Complaint: [redacted] I am rejecting this response because: at this point this situation is not resolved I was contacted by customer service via phone and after explaining the situation, she stated that she would research and get back to me on Thurs AugI will notify Revdex.com of the outcome of the next call.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ We apologize for the frustrating circumstances regarding this customer's experienceOne of our managers will be reaching out to addressOur engineering team disqualified this job as none of the mounting planes passed [redacted] analysis reviewing by our in-house engineering teamAs upgrades were not feasible, this left us no options to continueWe do apologize for the inconvenience but we do consider the integrity of our customers' homes of utmost importancePlease call XXX-XXX-XXXX with further questions Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Is it common practice to not return calls, texts, and emails or notify the customer of a decision when it was made? I now will be unable to proceed with another company to make it in time for the tact credit cutoffYou have essentially cost my family a potential $5,tax credit over the next two yearsWhy was the "concierge" unable to give me this specific information? That same person told us that the person who visited our home was an engineer and later recanted that statement saying there was no engineer involved in the decisionYour response is vagueMounting plates did not passWhat mounting plates? Are you referring to my sheathing? Beams? We asked to know what the structural issues were as we were concerned for safety reasonsYour company responded by telling me that there was nothing else they could tell meAdd to my loosing the tax credit the bill for the actual engineer I had out to confirm the safety of my homeSad that I do not get an actual response until a complaint is filedWhen should I expect a call from a manager? Hopefully sooner this time around Final Business Response / [redacted] (4000, 9, 2015/09/05) */ SolarCity's site survey is established to determine whether or not a home is viable for solar installationAs SolarCity is not a contractor, we do not recommend that a homeowner perform upgrades that are beyond our scope unless we are absolutely sure that it will result in installationIn order to avoid potential liability, SolarCity does not provide their survey findings to the customerSolarCity also does review all potential options, and this can involve engagement between several entities to ensure the home must be disqualified before delivering the newsA disqualification for solar installation does not mean that the home is structurally unsound in any wayA manager re ached out and left a voice message on 9/2/Please call XXX-XXX-XXXX with further questions Final Consumer Response / [redacted] (4200, 13, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) We received a call from a California number on 9/My husband was at work and no message was leftI assume this was your team reaching outMy biggest complaint is not the fabrication of reasons by your concierge, but the lack of responseThis is a terrible way to do businessYou have cost my family so much and I have been sure to tell everyone I come across that inquires or mentions solarI will continue to do so because I truly believe you lack as a company

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 meAt this point all the work has been completed and the system is up and running (no thanks to their customer service department) The regional field manager took charge of the situation and got everything taking care ofI will continue to regard the customer service representatives as unacceptable and if I had any means of moving forward without doing business with Solar City I would because of themThat said, as I stated above all work has finally been completed so this complaint can be closedI thank you for your help in dealing with them.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ We apologize for the frustrating circumstances surrounding our customer's experienceA manager will be in touch shortly to advise of the options going forwardPlease call XXX-XXX-XXXX with further questions Initial Consumer Rebuttal (The consumer indicated he/she ACCEPTED the response from the business.) Solar City contacted me yesterday, November 2nd, by telephoneI can't say that the issue is resolvedI guess I would summarize that we are at an impasseIts become a standoff of 'he said, she said' in regards to what our sales representative actually said to us and what he's telling his superiors that he said to usI was told our only resolution was to turn the complaint over to the legal department to determine if we could change our rate to fixed and that should the legal department give that okay, we could not change it backAnd this review would take another to weeks It appears there is still a misunderstanding of what we were requesting - some type of comparison chart of the rate options over time before we signed a legitimate contractI was told yesterday there were none availableWell, there is now one in our contractWhy did we not have access to that before signing? I give upI was told for training purposes my complaints would be passed [redacted] to the sales reps supervisorsYou can close the complaintI just hope they do take some of this mess to heart and do a better job of providing accurate information to people interested in the solar option