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]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]6, and find that this resolution is satisfactory to me. Sincerely, Edward Arcena

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

(The consumer indicated he/she DID NOT accept the response from the business.)I have reached out to them for over 6 months to no avail on a resolution. All customer service reps "understand our position, but..." We have no faith we can resolve this with talk.

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 Aug. 11. I will notify Revdex.com of the outcome of the next call.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/01) */
We apologize for the frustrating circumstances regarding this customer's experience. One of our managers will be reaching out to address. Our engineering team disqualified this job as none of the mounting planes passed [redacted] analysis...

reviewing by our in-house engineering team. As upgrades were not feasible, this left us no options to continue. We do apologize for the inconvenience but we do consider the integrity of our customers' homes of utmost importance. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (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 cutoff. You have essentially cost my family a potential $5,000 tax credit over the next two years. Why 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 decision. Your response is vague. Mounting plates did not pass. What mounting plates? Are you referring to my sheathing? Beams? We asked to know what the structural issues were as we were concerned for safety reasons. Your company responded by telling me that there was nothing else they could tell me. Add to my loosing the tax credit the bill for the actual engineer I had out to confirm the safety of my home. Sad that I do not get an actual response until a complaint is filed. When should I expect a call from a manager? Hopefully sooner this time around.
Final Business Response /* (4000, 9, 2015/09/05) */
SolarCity's site survey is established to determine whether or not a home is viable for solar installation. As 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 installation. In order to avoid potential liability, SolarCity does not provide their survey findings to the customer. SolarCity also does review all potential options, and this can involve engagement between several entities to ensure the home must be disqualified before delivering the news. A disqualification for solar installation does not mean that the home is structurally unsound in any way. A manager re ached out and left a voice message on 9/2/15. Please call XXX-XXX-XXXX with further questions.
Final Consumer Response /* (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 9/2. My husband was at work and no message was left. I assume this was your team reaching out. My biggest complaint is not the fabrication of reasons by your concierge, but the lack of response. This is a terrible way to do business. You have cost my family so much and I have been sure to tell everyone I come across that inquires or mentions solar. I will continue to do so because I truly believe you lack as a company.

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: This is not a resolution. Already tried working with the customer relations manager before escalation to the Revdex.com. I want Solar City to honor their word and commitment for reimbursement of the $2500. 
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]

Thank you for the response. As previously mentioned, SolarCity has offered a variety of remedies to address this situation, including relocation and window treatments. We suggest that the homeowner follow up with their neighbor to discuss what options may be most beneficial. Please call 888-765-2489 with further questions.

Initial Business Response /* (1000, 8, 2015/07/02) */
Thank you for forwarding this valuable feedback. We apologize if our customer was not fully informed of how the solar system operates in tandem with their utility bills. One of our customer relations managers will be reaching out to this...

customer to help assist with an in-depth explanation of how our solar systems work. Please feel free to reach out to XXX-XXX-XXXX with further questions or concerns.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT LIKE HOW THEY WORK THEY DID NOT EXPLANED CORRECT BEFORE I SIGNED AND IM NOT SAVING NOTHING I WANT TO WORK WITH SOLAR CITY NO MORE .
Final Business Response /* (4000, 12, 2015/07/09) */
We apologize for the frustration our customer has endured. One of our customer care agents is reaching out to confirm the system size and production for this customer. Please call XXX-XXX-XXXX with additional questions.

My husband was approached by 3 reps from Solar City offering a free hot dog at our local [redacted]. He declined th hot dog. They asked him about location of property; they assessed by use of google app that property was appropriate for solar application. He stated he needed to discuss idea with wife first. They took his phone #. A week later [redacted] called at 12:35 and told me he would like to talk to husband about setting up a system, would he please call Solar City back. A message was left a few hours later at 4:20 by ** or [redacted] stating he had an appt at 5 with my husband. My husband works late, I knew he did not have an appt because he would not be home for hours. I had an appt at 5 with a friend whose wife just died. ** or [redacted], the Solar City rep who left the phone message at 4:20, showed up at my door at 5 as well, stating he had an appt with my husband at 5. We live in a very rural area, they had used the google info without permission to locate and find my house! He told me I was rude when I told him we did not have an appt and he needed to leave so I could meet with my needy friend. He insisted he had an appt even when told my husband would not be home for several more hours. He was very rude so I asked him to leave.

We apologize for the frustrating circumstances involving our customer at this time. There is a customer relations manager that spoke to [redacted] on [redacted] 6th and is completing a review of his account to address the concerns listed. The customer relations manager should be reaching out shortly...

to follow up with [redacted]. For any further questions, please call 888-765-2489 thank you.

Complaint: [redacted]I am rejecting this response because: I have been trying to solve this problem for 3 months through...

customer relations. They do not want to take responsibility of the mold issue in my house. I don't need another phone call to take note of my complaint. I need to know how solar city is going to take care of this.Sincerely,[redacted]

We are aware of the frustrating circumstance surrounding our customer and a Customer Relations Manager will be reaching out to the customer shortly. Please call 888-765-2489 with any further questions.

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

Solar City has reached out to me, but is not truthful with their promises. From the beginning I was told that both of my units will receive solar energy, as I purchased a system big enough to cover two units. Now Solar City is only giving me the option to move solar from one unit to the other. This is not satisfactory. Their Management team has already stated in writing that thats the only option they can provide. It is unsatisfactory and not accepted. They either fulfill the requirements and deliver what was promised, or offer compensation / downgrade the system to what its worth.
Sincerely,[redacted]

Thank you for contacting SolarCity, a Customer Relations Manager will review the customers installation and contact them shortly to resolve the customers concerns. Please contact us at [redacted] with any questions.

Complaint: [redacted]I am rejecting this response because: Solar City is unwilling to accept the public nuisance that their installation has created. My understanding is that an installation like this has an implied warranty that would preclude harm to others. Their installation has, and is, harming us by creating a solar glare that creates a difficult living environment for several months of the year. We have also been informed by a local realtor, that this situation is reducing the sale value of our home and is a "disclosable" item. That is in addition to the stress that it has caused our family.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I have spoke with the relations manager Laura Ball...

several times. She is actually customer service is what she told me. She can not make the decision to remove the panels. I want them removed. So someone higher then her has to call and speak to me, or let me know what can be done about this problem. Since writing the Revdex.com I have spoke with the electric company and and the problem is not them. I have spoke with Laura who can only tell me that my panels are producing but CAN NOT tell me or show me what I'm using and if I'm really using the solar. Which I am not since the difference we are fighting over is @ 10,000 KW Sincerely,[redacted]

A Customer Relations Manager reached out to our customer on 06/06/[redacted]. The customer responded that they received their refund and they considered the case closed. Please call 888-765-2489 with any further inquiries.