SolarCity Corporation

Initial Business Response /* (1000, 5, 2015/08/26) */
We were not able to locate an account from the name, address, phone number or email provided in this complaint. Please include the name of the original account holder as well as the current address where the solar installation is located....

Alternatively, you can call XXX-XXX-XXXX with any questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. They say they do no find my name , address etc,
1.YET: Every month they they deduct moneys from
My Checking Account:
AMPERE SOLAR MAS DES AMPERE-ID (XXX)-XXX-XXXX:
1. Mar-124.81; APR-137.57;May-186.46:;JUN-
206.46;JUL-240.79: AUG-255.01.
2. On Aug 5, and on Aug 24,2015-TWO YEARS AFTER THE INSTALLATION-"Home Owner Support from 201 Mission St. San Francisco" were able to send me copies of my Documents.They found out who I was.
3. [redacted] of Riverside,their installer ,repaired several leaks from my Roof and damage to my interior walls.
4.My Contention:
1. They did all their transactions over the internet, with no one to explain anything nor to answer questions.
2. I was not able to copy the EMails, and it has taken them over two years to send me a hard copy.
3. Now I find I am in bondage for two Years.
I would wish the Contract to be amended, after a proper explanation, and somebody had better know who I am that Pays them every month.They are abusing the deluge of people concerned about global warming and thus eager to get Solar Energy!.
Thank you.
Dr [redacted] A [redacted],**


Final Business Response /* (4000, 15, 2015/09/05) */
Please fax a copy of the contract to: XXX-XXX-XXXX so that we can further assist. Please include a cover sheet with: ATTN CUSTOMER RELATIONS MANAGER to ensure that we receive the contract as soon as possible. Thank you for allowing us to assist you.
Final Consumer Response /* (4200, 17, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1.As a live sales person was NOT Used-most irregular.
2.I did not have DUE PROCESS-"Explanation and opportunity to ask questions".e.g. would NOT have agreed to the number of Panels ,the 20-Year Lease,
or thei conditions of selling my house..
3.Since it took 2 years to provide me with a WRITTEN CONTRACT,I did not have the statutory option to rescind the contract, if I desired.
4.They still cannot locate the ADDRESS,or the DATE or the INSTALLATION.

SolarCity has responded to customer representative and working diligently to resolve this matter.

Initial Business Response /* (1000, 16, 2015/02/10) */
Thank you for forwarding the valuable feedback from [redacted] and [redacted] 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.
We reviewed all the information in this matter with our billing department and made contact with Mrs. [redacted] via phone.
Through careful consideration to their needs, we determined the issue was a billing statement error that resulted in us miscommunicating an outstanding balance to Mrs. [redacted]. We explained the mistake and apologized for the misunderstanding. We will make all efforts to ensure that this will not occur again.
Mrs. [redacted] has no outstanding balance to SolarCity and should not receive anymore invoices. If she has any further issues or concerns regarding this, she can call our Customer Relations team at XXX-XXX-XXXX extension XXXXX.
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]
Initial Consumer Rebuttal /* (2000, 18, 2015/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/05/21) */
Thank you for providing this valuable feedback from our customer. We have been in contact with them via phone and email. We were able to come to an agreeable resolution with the customer. For any questions please call XXX-XXX-XXXX.

We apologize for the frustrating circumstance surrounding our customer’s experience. In regards to the customer's concerns one of our Customer Relations Mangers has reached out to the customer but has not had a chance to speak with them directly. Please call 888-765-2489 opt. 2 with...

further inquiries.

All rights for cancellation are contained within the contract.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 20**. Our solar systems are built and designed to produce a specific amount of energy per year, and the system produced more than the monthly projections for the first 3 months. Thereafter, our customer knowingly turned off the system between 10/[redacted] and 1/20**. The absence of our solar system did increase their utility bill, because energy is charged on a per kWh basis by the utility company. This was outlined in the last response as well.Once the system was turned off, our customer's energy was provided by their utility. In which the rate is higher and its based on a tiered plan that rates increase thorought the day. Turning off the system does not stop Solar City from billing the customer, it only charges them at an estimate, per their agreement. Once the customer turned the system back on, our billing trued up according to their Agreement.We offered to have an Regional Sales Manager stop by the home to discuss this further. When our Regional Sales Manager reached out and was not able to gain contact with our customer on 2/8/**, a customer relations manager reached out and requested utility bills for 7/[redacted] through 9/[redacted]. These utility bills will help validate the data on file, however the customer has yet to provide the detailed utility bills that are used to evaluate consumption trends to determine actual savings. SolarCity does investigate all consumer complaints and all contractual obligations are currently being met. Please call 888-765-2489 with further questions.

This customers job has been active since 6/27/**, when his local utility provided permission to operate.  The customers solar Panels are producing at 102.635%. The system activation was the complaint made by the customer. Our Customers system was sold 3/11/**, Installed 4/19/** and received Permission to Operate 6/27/**.  No other actions are required.

Initial Business Response /* (1000, 5, 2015/10/04) */
We apologize for the frustrating circumstances surrounding this customer's experience. Ms. [redacted] has been speaking with our agent [redacted] who is actively assisting her with her queries. Our lease contracts are billed one month in advance as per...

the contract agreement. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They keep staying they Bill in advance, but a Bill printed on 9/11 received on 9/24 due 9/1 is not in advance.
Final Consumer Response /* (3000, 19, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have provided no resolution. I have not received any correspondence in reply to my email dated Oct 1st 2015. I still am not satisfied.
Final Business Response /* (4000, 21, 2015/11/25) */
A manager will reach out to discuss these concerns today. Please call XXX-XXX-XXXX with further questions.

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 for further questions.

A customer relations manager is already addressing the issues our customer has reported. Please call 888-765-2489 with any further questions.

All rights for cancellation are contained within the contract. Unfortunately, once construction has begun on the home, our customers are unable to cancel their project. Our solar systems are built and designed to produce a specific amount of energy per year, and the system produced more than the monthly projections for the first 3 months. Thereafter, our customer knowingly turned off the system between 10/[redacted] and 1/20**. The system has since been turned back on and is producing optimally for the past two months. Logically, any increase in overall energy consumption will results in higher energy bills, regardless of the energy source (from solar production or from the utility company). We remain committed to our customers by providing them green energy, and this system has produced exactly within its expected parameters during the time that it has been on and producing. SolarCity does investigate all consumer complaints and all contractual obligations are currently being met. Please call 888-765-2489 with further questions.

A Customer Relations Manager is currently working on getting this customer concerns addressed. If you have any other questions or concerns please do not hesitate to reach out to our Customer Care Team at [redacted].

Complaint: [redacted]I am rejecting this response because: I have provided more than sufficient proof of this company's liability,culpability and responsibility for the damage to my roof.  I have been communicating with two different "customer service" people over a period of three months.  Despite mounting evidence of their liability in this matter, they have continued to refuse to reimburse me.  I am collecting all of my documentation and taking this matter to Small Claims Court.  Please close my Revdex.com claim as unresolved.  I thank you for your cooperation.Donna [redacted]

Initial Business Response /* (1000, 5, 2016/03/15) */
We apologize for the frustrating circumstance surrounding our customer's experience.
Our Management team is currently reviewing this matter to gather information and find a resolution that would be best to resolve this matter.
For any...

further question please contact XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response resolves nothing. It is only a delay. It does nothing to correct the issue.

Complaint: [redacted]I am rejecting this response because: SolarCity has contacted me, however my issue is not resolved. They are working to resolve within a week. Until my issue is actually resolved I will not accept any response from them.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: nothing has been resolved at...

this time. I have provided requested documentation by a customer service manager and I am waiting for follow-up from that communication. I am happy to update the response once there has been some action beyond a request for documentation.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I am happy that they are willing to not charge me for the removal, storage, and reinstallation of the panels but I still feel that they should be somewhat responsible for the actual roofing replacement as well... Everyone I speak to and how I feel as well is that Solar City was in such a rush to get as many solar panels installed on roofs in ** so they could get qualify for the Government grants to do so that they overlooked conditions of a lot of roofs and gave the green light to certain roofs that should have not Sincerely,[redacted]

SolarCity has...

reached out to the customer with the most recent being 06/01/** where there was a voicemail left  and an email sent, 05/24/** there was another voicemail along with an email sent to the customer, and on 05/20/** where we were unable to leave the customer a voice mail and sent an email. The customer has not responded to any of the messages left or responded to any emails. As of today's date the customer has been non-responsive in order to address their questions and concerns.

Complaint:[redacted]I am rejecting this response because: The company's response to the Revdex.com is amazing, however the emails to me have been the last three requests have been to verify my address, how many times do I have to verify my address? I would just appreciate Solar City sending me the check they owe me. What more do I have to DO? I have now waited 8 months!!!!!!!!!
Sincerely,[redacted]

We have been with Solar City, for almost 3 years.
They have been great, whether talking on the phone regarding billing, with our sales representative or even setting a visit to have more solar panels installed.
They have all been great!!