SolarCity Corporation

Initial Business Response /* (1000, 5, 2015/05/01) */
Thank you for forwarding this valuable feedback from our customer. We have spoken with him via phone. We are currently working towards an acceptable resolution.
The contract is valid and states all stipulations clearly regarding selling the...

home and/or purchasing the system.
We want all of our customers to be satisfied. Again, we are looking at all possible resolutions.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After speaking with the Customer Service Manage, Solarcity was more than gracious with us. They work at a reasonable solution and we completely appreciate their efforts.
Thank you

Initial Business Response /* (1000, 5, 2015/11/22) */
We apologize for the frustrating circumstances surrounding this customer's experience. SolarCity requires a contract be signed prior to a site survey for the safety of our crews, who ascend to the rooftops to determine solar installation...

viability. This customer's information has been removed from our system and the customer will not be contacted again. Please allow 48-72 hours for this to become effective. Please call XXX-XXX-XXXX with further questions.

A Customer Relations Manager will be reaching out to the customer to discuss their  concerns within the next 24-48 hours.

Initial Business Response /* (1000, 8, 2016/01/24) */
This account has been cancelled per our customer's request and all personal information has been removed from our active jobs. The notice of cancellation was sent to our customer on 12/4/2015. Please call XXX-XXX-XXXX with further...

questions.
Initial Consumer Rebuttal /* (3000, 10, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The account was not canceled per my request. They are lying. There never should have been any cancellation in the first place. There never was any contract. The notice of cancellation they sent me required me to sign and say that I no longer wish to receive their services, basically, but I refuse to sign it because there never was any contract and I refuse to sign anything that acknowledges there was a contract. I want something in writing officially like a letter from their legal department that says that they removed all records from their system and that there never was a contract because their sales rep forged my signature. Also, supposedly the company is doing some internal investigation about their sales rep, but they do not update me on anything or explain what is going on and what their internal investigation has to do with the purported contract they claim to have. I want the sale's reps current address so he can be served by the DA's office. I want to press charges against this guy.
Final Business Response /* (4000, 12, 2016/02/01) */
This account has been cancelled per our customer's request and all personal information has been removed from our active jobs. The notice of cancellation was sent to our customer on 12/4/2015. We are actively working with our customer to find a resolution. We most recently reached out to the customer on 01/07/2016, 01/25/2016, and 02/01/2016 in an attempt to discuss her concerns. SolarCity is actively working towards resolution. SolarCity per our business model must keep record of all actions taken; therefore we are unable to erase our record of actions for this customer. We diligently keep record of our steps and have ensured that this customer has received her notice of cancellation to show she is not financially obligated to SolarCity. If Ms. [redacted] requests to remove any credit bureau activity from SolarCity, she may do so through the dispute process and SolarCity will not respond back to negate the dispute. Please call XXX-XXX-XXXX with further questions.

We apologize for the frustrating circumstances that are involving this customer. The customer is currently working with a Customer Relations Supervisor to find a resolution. For further questions, please call 888-765-2489 option 2. Thank you.

We apologize for the frustrating circumstances surrounding our customer’s experience. Our Technical Support Team have been reaching out to the customer to address their concerns. They spoke with the customer on 6/19/**. They also reached out to him on 6/22/**  via phone and email. They spoke to...

the customer on 6/27/** as well. Our Technical Support will continue to work with the customer to reach a resolution soon. 
Please call 888-765-2489 opt. 2 with further inquiries

Revdex.com:I have reviewed the response made by...

the business in reference to complaint ID [redacted], and find that this resolution is still pending. [redacted] I received call from [redacted] , Solar City Customer Relations. [redacted] advised me that the plans to installthe final panel installation has been completed. He transfered me to [redacted] on Scheduling Team to arrange an appointment to complete the installation of the final panel for [redacted], and have a company representative assess the damage done to in my attic from the initial installation process.  The complaint is still pending until Solar City repairs the damage to my attic rafters and insulation.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/11/15) */
We apologize for the frustrating circumstances surrounding this customer's experience. All paperwork has been submitted to the utility company and we are now awaiting final approval to activate the system. Once the job has been activated, a...

manager will reach out to our customer to respond to requests for compensation due to delays. Please call XXX-XXX-XXXX with further inquiries.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 11/30 my system was not approved and turned on. SCE sent me an e-mail that the final inspections documentation was not received. I informed Solar City who said they would expedite, for the 6th time. There is no confirmed date for system approval and turn on. Solar City stated several times that this was a priority. Yet four months after system installation and I am still waiting for closure. Continues to be the worst service I have every received in my life.
Final Business Response /* (4000, 9, 2015/12/03) */
We apologize for the delay. All required documentation was re-submitted to the utility company on 11/30/15 and they have responded that their estimated timeframe to approve is 2-3 weeks. Unfortunately, this timeline is an estimate provided by SCE and is subject to change per their terms. We anticipate system activation within 2-3 weeks. Please call XXX-XXX-XXXX with further questions.

A manager is actively assisting this customer with his concern at this time. Please call [redacted] with further inquiries.

We apologize for the frustrating circumstance surrounding this experience. A customer relations manager has been working with our customer in regards to these concerns and reached out last on 4/1/16 and will reach out again shortly to discuss further.Please call [redacted] with further questions.

A Customer Relations Manager has reached out on 10/3, 10/16, and 10/24 to address the customer's concerns and we are currently reviewing the account for resolution. This manager will reach back out soon to update the customer. Please call [redacted] opt. * with further inquiries.

Initial Business Response /* (1000, 5, 2015/10/02) */
We apologize for the frustrating circumstances surrounding this customer's experience. Ms. [redacted] has inquired regarding her usage and we requested she provide us a utility bill that reflected her concerns. To date, we have not received this...

bill. Please call XXX-XXX-XXXX with further questions and we will happily address any concerns this customer has.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
a)Power Glide - Solar City promised to send out a representative to inspect power glide and possible replacement. This was more than a week ago. I have not heard from them since about the power glide yet it still posted on my web site as off-line.
b)SMUD utility bill was faxed to Solar City on 10/06/2015.
As it stands now,nothing has been resolved.
Final Business Response /* (4000, 9, 2015/10/08) */
Our customer care agent [redacted] is continuing to follow up with our customer. We received the fax today and will follow up shortly. Please call XXX-XXX-XXXX with further questions.
Final Consumer Response /* (4200, 13, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Have not heard from Solar City about complaints of power glide and utility bill. Always the same promises and no action. Seems to be always following up with no action and response.The power glide seems to be a forgotten issue because no representative has contacted me.

The power purchase agreement stipulates that our customers are responsible for monthly payments until the point that the home closes escrow and a new buyer assumes the agreement. As per the agreement, monthly payments are estimated and invoiced if the System is not operational. Currently there is a balance of $181.23 due to SolarCity. Please call 888-765-2489 with further inquiries.

We apologize for the frustrating circumstance surrounding this experience. A customer relations manager has been working with our customer in regards to these concerns and reached out last on [redacted] to speak to her about having a new check reissued for reimbursement.
For further questions please contact [redacted]

We apologize for the frustrating circumstance surrounding our customer's experience. We greatly appreciate our customer's time and patience while we work diligently to correct this billing matter. If you have any further questions please call us at 888.765.2489.

Complaint: [redacted]I am rejecting this response because: Their response said nothing, I would like some sort of resolution other than getting the run around.
 
Sincerely,[redacted]

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 rep. contacted me and set up an appointment in our home. We 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 signature. We signed and were expecting to be contacted in short order. We also were informed that there was a special incentive at that time. We 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 called. Fast forward almost 2 months later and we get a phone call from someone else from Northern California. It 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 2 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 it. We 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 2 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.

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

response because: they have yet to remove the panels and it took over a week with us persistently calling to ever get ahold of someone no one from the company contacted us. As well as  the salesman Kane has still yet to own up to lying about there being a contract!Sincerely,[redacted]

A Customer Relations Supervisor has been working with this customer. Customer has recently been upset with the lack of communication, but this issue is being addressed and we are working with the customer on a resolution to this ongoing problem.

Initial Business Response /* (1000, 8, 2015/11/03) */
Contact Name and Title: [redacted] Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
Star City Solar LLC does not offer any financing for the systems we offer to our customers. We explain to our potential customers that...

lending institutions have instructed us to add $5000 to our price to allow for the customers enrollment into a second mortgage loan. Then the customer pays interest on top of that for the total loan. That doesn't sound like a good deal for our customers. We direct potential customers who need financing to Key Bank. Key Bank is the only bank we have found that is willing to pursue the funds made available by the state of Ohio under the ECOLINK Program. One must own their home to install a system. We assume the customer has or has had a relationship with a mortgage banker.
Also, As the owner of the company, I see all and respond to all leads. I did not give this person a quote. Without a quote, there's no opportunity to provide contact info to Key Bank.

Initial Consumer Rebuttal /* (3000, 26, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is sad business practices to call a fee a discount, that's the first issue because I will be charged 7.50 if I don't enroll. A true discount would be 7.50 reduced from my utility charges to enroll and if I don't enroll, there would be no fee.
My situation still is unresolved, second.
I hate to say, but I suppose I will have to tell ppl to avoid solar city as my experience is not good with billing and try another solar company, even if it means costing me referral fees.
The poor business ethics (indicated above) override the money.
And to assume and quote fine print, well...
I will wait for the closure of this ticket before I begin my campaign of negative reviews and word of mouth advertising.
Final Consumer Response /* (3000, 32, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I hope the options come up soon. Until then I will have to do my part as a customer and consumer to alert people to, what I consider, deceitful wording tactics in calling a fee a discount. Your company has insulted the intelligence of its customers with such wording and has not lived up to customer expectations by charging its customer a fee for non-ach enrollment.
Final Business Response /* (4000, 34, 2015/12/14) */
We apologize for the frustration; however, as it is a stipulation of the contract, the discount will not be added unless our customer enrolls in ACH. This was agreed to and signed by our customer on 6/11/15. Please call XXX-XXX-XXXX with further questions.