SolarCity Corporation

(The consumer indicated he/she DID NOT accept the response from the business.)It does not cover how I was lied to, or the fact their people vandalized my house or it took over a month to get it fixed. I have their collections people calling me about a bill that seems to be some sort of guess because the system wasn't on or working during that time. They still can give me the system or come and get it, however them FINALLY getting out here to take care of it was just their job. I am not satisfied with the resolution.

Initial Business Response /* (1000, 5, 2015/05/14) */
Thank you for forwarding this valuable feedback. We apologize if our customer was not fully informed on what he was signing. We have followed up with our sales management team to ensure we are completely transparent with our potential...

customers. We are sending Mr. [redacted] a notice of cancellation. Please feel free to reach out to XXX-XXX-XXXX with further questions or concerns.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:I have been a customer for over a year and this is the first time they have charged this amountSincerely,[redacted]

We apologize for the frustrating circumstances surrounding our customers' experience. A customer relations manager is already working with our customer. Please call 888-765-2489 with further questions.

Initial Business Response /* (1000, 5, 2015/07/14) */
We apologize for the frustrating circumstances regarding this customer's experience. A manager will be reaching out to coordinate this repair. Please call XXX-XXX-XXXX with questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15)...

*/
Things have gone from bad to worse. I was to be housed prior to starting of repairs. I was not. Solar sent workers to work on roof that are, clearly, not trained in this type of work. They started work pull roof off and failed to put plastic on ceiling to protect my belongings. They did not. I stopped the workers told them to put the plastic up. It took them 2 1/2 hours to do so. It all came down through out the night knocking things from shelves & breaking them. I could not sleep in the house because of dust & dirt due to astham. I spent the night in my vehicle. It been over 1 1/2 months since the damage. This should have been a priority & resolved immediately. This is unexceptable & has caused me a trip to the ER thinking I was having a heart attack. High anxiety & stress.
Thank you for your response,
[redacted] L [redacted]
Final Business Response /* (4000, 9, 2015/07/22) */
We have a local manager that has been in contact with the customer and is taking care of lodging until 7/24. We look forward to continuing work to resolve these concerns as quickly as possible and appreciate the customer's flexibility. Please reach out to XXX-XXX-XXXX with any questions.
Final Consumer Response /* (4200, 11, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 7/21/15 my representative & I located many locations in the ceiling where the tung & cruve boards had the tung parts cut off to install the boards. This is not resolving the damage it is continuing the damage. They were not seated proper nor securely. I contacted Solar City and advised that the work could not be completed by the 24th. And that I would not have housing after the night of 7/23. Solar City has not responded after 24hrs, which is the norm for them. This has caused a great deal of stress and anxiety for me. For my own peace of mind I am forced to find my own housing. This is going on far too long. Since May 27th. 2015.

One of our Customer Relations Manager is currently working to research further options for resolution with our customer and will contact them soon.  Please call 888-765-2489, opt 2 with further questions.

Initial Business Response /* (1000, 5, 2015/08/26) */
We apologize for the frustrating circumstances regarding this customer's experience. SolarCity works diligently with LADWP to ensure interconnection of the system to the grid. Each region of the United States has a different way of processing...

solar-generated energy credits, and each utility company processes these differently. Because of this, we defer to our customers to request a change of billing as LADWP will not accept requests from SolarCity on behalf of our customer to change it. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While it is reasonable for me to have to call LADWP to make the request, SolarCity never suggested doing so until after I discovered the option on my own more than a month after the system was turned on. You cannot reasonably expect customers to know about different kinds of metering. Thus, I believe you need to change your policy to inform customers of options and to reimburse me as you promised a 97% reduction in my bill.
Final Business Response /* (4000, 9, 2015/09/01) */
Our primary goal is to ensure proper expectations with our customers, and it is a part of our sales experience to inform the customer of all details of the project in a timely manner. A solar installation project does have many components and if the customer was not made aware of the billing practices of LADWP during the sales experience, we do sincerely apologize for the inconvenience. Please call XXX-XXX-XXXX with any further questions
Final Consumer Response /* (2000, 11, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The apology is accepted. Nonetheless, I did have some financial loss due to their not following what they state is part of their sales experience. They should also note that one of their solar experts to whom I spoke was quite rude about it not being their responsibility to inform customers of the benefit of switching billing to time of use. Thus, while I will not pursue this further, instead of telling people to go to SolarCity, which I would have gone out of my way to do, I will tell people to avoid them because of poor attitudes toward customer service.

Revdex.com:
They called me and promised to replace new inverter for me. I really appreciated your help!
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]

We apologize for the frustrating circumstances surrounding our customer's experience. A manager will be reaching out to address these concerns shortly. For immediate assistance, please contact [redacted]

We apologize for the frustrating circumstance surrounding our customer’s experience.  A customer relations manager will reach out shortly to address this complaint with our customer. Please call 888-765-2489 opt. 2 with further inquiries.

Beware of SolarCity: They did not take responsibility for snow damage. What was supposed to save us money is now costing us money.

Facts:
1) Solar panels caused $5,790 in damage April, 2016 due to snow sliding off of them.
2) SolarCity took no responsibility (based solely on telephone conversations; they never came to inspect the damage).
3) Formal Warranty Claim submitted May, 2016 with no response.
4) SolarCity installed snow mitigation measures ("SnowGuard") June, 2016.

This experience was so different than when we were sold the system. Instead of being helpful and responsive, communication back to us was almost non-existent. If the snow mitigation measures had been installed in the first place this probably never would have happened. Even though they installed it because of this damage, they still claim no responsibility for it occurring.

Complaint: [redacted]I am rejecting this response because: Telling me your going to call me doesn't resolve the issues but reduces it to a phone call?
 
Sincerely,[redacted]

A customer relations manager reached out on 9/16/[redacted] to address and we are currently reviewing the account for resolution. This manager will reach back out to update the customer.”

We apologize for the frustrating circumstance surrounding our customer’s experience. A Customer Relations Manager will be reaching out again to the customer soon in an attempt to speak with them and discuss this matter further. Please call 888-765-2489 opt. 2 with further inquiries.

We apologize for the frustrations our customer is experiencing. SolarCity has reviewed all information and made an offer to the customer to compensate for estimated savings lost. This amount was $250 which would be equivalent to 4 months of lost savings that his solar system is estimated to give....

The customer has declined this offer , however we have offered it again and not taken the offer off the table. The customer made a counter offer of $450 which we advised him we were unable to compensate , In this situation there is no justification for this amount. Again SolarCity appreciates the feedback from the customer and is more than willing to compensate the customer for lost savings.

A Customer Relations Manager is now holding a case for this customer. We spoke to the customer by phone today to try and address the customer’s concerns.

Complaint: [redacted]I am rejecting this response because:
No one has contacted me just as before! Lack of communication. If they wanted to make this right they would reach out and that is what I expect with a proposal of what they will do to make things right.Sincerely,[redacted]

A Customer Relations Manager will reach out shortly to address this concern with the customer. Please contact us with any questions at 888-765-2489.  Thank you.

We apologize for the frustrating circumstances surrounding our customer's experience.  A customer relations manager has reached out to speak with custom to address concerns.   Please call 888-765-2489 with further questions. Thank You.

Initial Business Response /* (1000, 5, 2016/01/02) */
We apologize for the frustrating circumstances surrounding our customer's experience. Mr. [redacted]'s system was installed on 5/11/15 and the inspection was completed on 6/26/15. The city of South Windsor increased their permitting fees,...

which they did not advise until after the system passed [redacted] in June. Per our agreement with our customer, the first half of the prepayment is due at installation and the second half is due once inspection has completed (page 1 of the Agreement). We have since provided Mr. [redacted] a customer satisfaction payment as recompense for any confusion or delays. SolarCity's contract does not stipulate deadlines and Mr. [redacted] will have the benefit of solar for the full 20 years per the term of his contract. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Solar City, please fix your customer service problem and false advertising and save future customers the headache.
The expectations set and the promises made to get me to sign my contract were very different from reality and how I was treated after I was locked into the contract.
I am surprised how each time I get a response from Solar City, I get a different excuse for all of the delays. Blame my town. Blame the electric company. Blame me. "South Windsor increased their permitting fees" is a new one (which is neither true, nor an excuse - Solar City should have paid it in less than the 6 months it ultimately took). Why can't Solar City just take responsibility? Apologize and admit that they FORGOT TO SCHEDULE THE INSPECTION, FORGOT TO PAY THE PERMIT FEES, FORGOT TO DO THE REQUIRED ENERGY EFFICIENCY EVALUATION, AND NEITHER MY ACCOUNT MANAGER NOR SUPERVISOR RETURNED MY CALLS AND EMAILS AS PROMISED. Rather than fixing the problem, I got a call threatening a collection agency and ruining my credit. How terrible. One mistake on top of another.
The claim that I did not make my final payment when due is false - I was told by my account manager in writing not to pay because it was not yet due. Clearly a mistake in hindsight. I was promised I would get a call on Monday, August 3rd with a resolution but would not hear from that person again until December 28th. To make matters worse, my account manager stopped talking to me in the middle of my project. I was promised a new account manager would contact me. Never did.
No, the contract does not stipulate any deadlines for Solar City (but clearly states all of my deadlines and required turnaround times, which I followed as requested). I was promised my system would be up and running in 4 months at most when I was pressured to quickly sign my contract before "construction slots filled up". Clearly this is an abuse. I understand there are delays, but MY PROJECT HAS TAKEN NEARLY 12 MONTHS instead of 4. (I have a technician coming this week due to problems with my solar panels, which I am told are not producing anything, so it may take over a year to get up and running).
If Solar city did their job properly or even called me back when promised (but failed to do on multiple occasions, with multiple people), this project would not have become such a mess.
Solar City is writing me a check for approximately $160 to compensate me for this poor experience. Based on how many additional hours I have put into fixing the situation, this equates to a dollar or two per hour. I give up.
Solar City, please fix your customer service problem and false advertising and save future customers the headache.