SolarCity Corporation

Initial Business Response /* (1000, 5, 2016/03/25) */
We apologize for the frustrating circumstance surrounding our customer's experience. In regards to the customer's concerns a Customer Relations Manager has been working with the customer's concerns that are covered in this Revdex.com Complaint. Our...

findings are as follows which has been explained to Mr. [redacted] already.
SolarCity has to install 8 panels as that is our minimum system size.
Currently the customers home only has room for an additional 4 panels.
If the system was underperforming from what was sold we could (if needed) add an additional 1 or 2 panels; the system is not underperforming.
If the customer usage increases SolarCity could look into installing a second system; with current fire set back codes and our current minimum system size this is not currently possible.
We apologize for any inconvenience this may cause and a Customer Relations Manager will be reaching out to the customer soon in an attempt to speak with him and discuss this matter further. Please call XXX-XXX-XXXX opt. 2 with further inquiries.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The salesman [redacted] guaranteed in speech as well as in writing (documents available upon request) that more energy production capacity could be accommodated in case of future need, for any reason, by working with options in company installation policy. The company now states that although additional room exists on the roof for 4 more panels, they choose not to make the installation, invoking "company policy." Now, we consume more energy than the system can produce and, contrary to the stated company mission, the salesman's guarantees, as well as the contractual agreement, we are obligated to pay both Solar City's monthly lease fees as well as SDG&E utility bills. This is an untenable situation, into which we have been forced by Solar City's unethical and deceitful business practice. As before, we ask that the company take the perfectly reasonable action of adjusting their company policy and add the panels which will fit on our roof, and to which we are entitled by their guarantees, or annull the contract and remove the system.
Final Business Response /* (4000, 9, 2016/03/29) */
In regard to our customer's mention of written proof, here is what was explained to the customer by SolarCity in the form of email:
"As...explained and read...in the agreement, we can upgrade or add to any part of your system to ensure the system is performing to the guarantees we set. This would mean if our system was not performing, then we would add to your system due to it not performing and that is when we could add an additional 1 or 2 panels to restore system performance. To add more panels due to usage increase, it has to be a separate system. Also, to do this, you would have to have proof of increased usage in your home that is exceeding what the system production is. If you do not have this and the system is big enough, then you would not need a bigger system."
A Customer Relations Manager explained that the current system is performing as designed so we will not be able to add to the existing system. Unfortunately, the customer does not have enough room on his home for a second system as all SolarCity inverters requires a minimum of 8 panels and the customer only has room for 4.
Please call XXX-XXX-XXXX opt. 2 with further inquiries.
Final Consumer Response /* (4200, 11, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The statemets by this representative are repetitive and evasive, and I do not feel it is helpful to continue this automated dialogue unless there is an actual third party Revdex.com individual actually mediating this dispute. For purposes of documentation, I will here reiterate my position:
1) the issue is NOT system underperformance but a violated guarantee in writing (proof available) to increase system size in case of future need. This need has been demonstrably proven, and Solar City refuses to honor its agreement.
2) Solar City has issued various, contradictory statements in writing (proof available) regarding the minimum number of additional panels it will supply (two, then six, now eight). The roof, according to an analysis by a competing solar company, could easily accommodate four more panels. Solar City is not unable, but rather unwilling to install. In any event, these restrictions were the responsibility of the salesman to make plain, and back up with knowledge of my restrictions prior to signing a binding lease. I have been defrauded and misled, and unless I am contacted by an actual representative of Revdex.com, this unhelpful process will go no further.

Complaint: [redacted]I am rejecting this response because: I have not been contacted by Solar City.  The time frame they gave that they would be in contact was "shortly."  It has been 2½ days since I read their reply.Sincerely,[redacted]

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

because: I received a telephone call left on voice mail from customer service rep stating he was going to look into the matter, further advising that maybe they had the wrong address and wanting to verify the correct address, although he clearly stated my correct address at the start of the call. I sent an email verifying my address, have not heard back from them. I request Solar City contact me via email [redacted] instead of voice mail, we have no record of these conversations, and Solar City has a log of all calls and contacts with the customer. Still just looking for payment that is owed to me and that will end this complaint.
Thank you,
[redacted]Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Customer sercice agent called on 5/30/**, and discussed a possible resolution. However, it has now been a full week, and they have not called back to let us know if the resolution/compromise is going to work for both parties.Sincerely,[redacted]

Final Consumer Response /* (2000, 5, 2015/06/09) */
Ms. [redacted]:
Hope all is well.
I tried to phone you as well but you must been busy.
I am writing to you to inform you that the company and I have resolved our issues re: the recent true-up scenario. I have been working with a new executive...

at the company (on copy), who confirmed there will be no additional true-upo charges sent to me for the length of my agreement.
I want to thank you for your utmost professionalism and urgency you exhibited. I am grateful to you. Please mark this matter as closed.
Best regards,
[redacted]

Complaint: [redacted]I am rejecting this response because I have been calling for a week and they say they are waiting for a signed contract.  But when I ask if anyone has called the remediation company to find out about where the signed contract is the answer is no.  I have asked for a copy of the testing results, the results they received last week on Thursday[redacted] 2 and I still have not heard anything.  Every time I call the responses I get are I don't know.  I wish there was someone who worked for this company and knew something or was at least a little courteous.  It is unbelievably frustrating calling day in and day out and all they say is "I don't know, I will get back to you" and then they never get back to you.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I have been attempting to resolve this via discussion with the Customer Relations Manager (Pamela Seek). She has stated Solar City will cover damages caused by "Penetration or Installation". SolarCity has sent a reliable roofing company (Superior Roofing) to examine the roof damage and their assigned roofing company has stated the damage is the result of "Penetration".  Customer Relations Manager - Pamela Seek does not return my calls or respond to my emails.  This complaint is "months" old. I have a documented timeline of all calls and contacts regarding this complaint, if necessary, I can email my documented history of this complaint upon request.
I have had a seperate certified roofing company standing by to commence roof repair. Pamela Seek has emailed me a contract to docusign and return no later than [redacted] or the contract may be voided if not submitted on time. I have electronically signed the contract and returned via email on 11/16/2016. Contract allows "ONLY SolarCity" to remove and reinstall solar panels. I have not been contacted by any SolarCity representative as to the next step. This time consuming delay is stressful, my small section of roof needs repair. This is not a major repair.  Pamela Seek, the SolarCity Customer Relations Manager has stated to me and my spouse, "SolarCity will cover repair cost caused by PENETRATION OR INSATLLION". 
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]

Complaint: [redacted]I am rejecting this response because: this is the same as prior. No solutions offered. No accountability on this companies behalf.Sincerely,[redacted]

A customer relations manager replied to the customer today via email in regards to both the performance guarantee and the referral in questions. we are attempting to work with them in order to resolve their concerns. Unfortunately the party which the referral is for has yet to confirm the referral in order to provide the payment. After the customer brought to our attention the delay on the performance review we completed it and we are finalizing the results. If there are any further questions, please call 888-765-2489 thank you.

I have been with Solarcity customer for couple years now. Couple months into the PPA I realized that I was paying more for solar energy produced by the solar panels on my roof than what my electric company was charging me. I have talked to several people via phone and emails but they are not working with me to charge me a fair price. Also my system produces about 10% less electricity that was quoted to me on the PPA and yes they do refund me the money but they take a whole quarter in the the following year. I am prepaying for the electricity and I am paying higher price for solar. this is unfair. I would like to warn people about this.

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

Complaint:...

[redacted]
 I am rejecting this response because: I have been trying to deal with their "customer relations" in the past with no resolution which is why I turned to the Revdex.com. None of these "customer relations" have done anything except to try and justify their fraudulant practices and cover up the lies we were told as an effort to get us to purchase solar panel from them. Everything I was told SolarCity has not stood behide. If I had been told the truth I NEVER WOULD HAVE PURCHASED SOLAR PANEL FROM SOLARCITY. I am not alone, I have talked with others that were mislead with lies as well and hopefully they too will be filing complaints with the Revdex.com and other agancies I have referred them to.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
YES, my bank statement...

today no longer has a charge from Solar City, but they have NOT yet refunded the $$169.98 that they erroniously billed be (84.99 two months in a row after I know longer owned the home).  A representative from Solar City Called me a assured me that the charges would stop and the refund would be made.  I previously instructed my bank to not honor auto debit requests from Solar City so I have no way of knowing if they are indeed correcting the problem.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I have not received the refund check as of today, [redacted]. I did speak to [redacted] who told me it was mailed on the [redacted]. It has been several weeks since they supposedly mailed the check. I'm not sure where they are mailing from, but even if it was coming from the other side of the world I would have received it by now. I don't believe that they mailed he check. I will not accept any response without the funds in hand. It is unacceptable that a company is allowed to steal money and not return it immediately. Three months have gone by since the withdrew money from my account on [redacted], a full month from the time the contracts were transferred and my responsibility ended. They should treat former customers no different than current customers and I feel like the more I complain the slower they act. It should not be this difficult. Sincerely,[redacted]

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

customer service representative called and said they cut a check for $** something dollars and I told her that 2 months of service would be a minimal refund that I would think would be reasonable.  Because I did not have fully responsive solar panel production for two months and paid for that service AND had very high electric bills because of it. Two months of service would be approx $[redacted]. My electric bills were about $[redacted] over what they usually are over this period of time.Sincerely,[redacted]

Thank you for contacting SolarCity, a Customer Relations Manager will review the concern and will reach out to the customer shortly with a resolution. We do apologize for any delay in processing this referral bonus for the customer. If you have any addional questions please contact us at...

1-888-765-2489.  Thank you.

Initial Business Response /* (4000, 11, 2016/01/23) */
We apologize for the frustrating circumstances surrounding our customer experience. We are looking to resolve this concern for the customer. Please call XXX-XXX-XXXX for further question.
Initial Consumer Rebuttal /* (4200, 14, 2016/01/26)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Company has resolved complaint issue please cancel complaint
Final Consumer Response /* (2000, 15, 2016/01/26) */
Company has resolved complaint issue please cancel complaint

Customer was contacted on 6/13/[redacted] by a Customer Relations Manager to go address his concern with the transfer of his agreement to potential buyers. Please call 888-785-2489 with further questions.

We have been in contact with the client advising of possible options to resolve this concern. We are currently reviewing the information collected from the client surrounding the concern on the account, once a solution is reached we will present it to the client and resolve the concern. For further questions please contact 888-765-2489.