SolarCity Corporation

Initial Business Response /* (1000, 5, 2015/10/22) */
We apologize for the frustrating circumstances surrounding this customer's experience. A manager reached out on 10/11 and will reach out again to discuss this concern as it was presented in feedback provided on 10/11. This manager will...

reach out again shortly to resolve the concern. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Solarcity has offered to reimburse us for the cost of repairing the damage to our thermostat. We're glad we could finally get this resolved.

Initial Business Response /* (1000, 5, 2015/07/14) */
We apologize for the frustrating circumstances regarding this customer's experience. A manager has spoken with our customer today to help clear up some of the confusion. The customer has agreed to call SMUD to inquire about his electrical...

usage.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
first of all as I said in my first report, I did speak to SMUD about this and they told me that they get a lot of complaints about Solar City and the sales practices they use, and I am not an engineer, and I believed that by installing solar my Electric costs would be significantly reduced and Solar city even has a monitoring device so that they can see what my system is delivering.
but when you include my lease payment of $136.00 my monthly service charge to SMUD of around $19.00 and then if you divide up my true up bill of $1548.00 that comes to $284.00 a month which is more than a hundred dollars more per month than I was paying before having the Solar System installed. I am not the only customer that is upset with the misrepresentation that they employ... I was told that it would be virtually impossible because of my systems size and exposure to the sun for me to use more than my system would produce and because my system would be producing during the peak use hours I would be actually creating a credit each month, the response given to you by Solar city is the standard response they give everyone and it is just a way to put off and hope you go away,I am a senior citizen and I cannot afford to pay SMUD $1548.00, this is a total nightmare, and I feel Solar city should at least pay the True up bill to SMUD, after all they received all of the incentive money and rebates and I should only have to pay the lease payment that I was assured would be my cost for electricity for the next twenty years...[redacted] promised that the lease payment is all I would ever have to pay for the next twenty years other than the minimum service charge of about $19.00 for being hooked up to the grid
Final Business Response /* (4000, 9, 2015/07/30) */
We apologize for the confusion. Mr. [redacted]'s system is working as expected and he is currently in contact with a relations manager that is reviewing his overall savings. We are reaching out to ensure our customer understands that solar power can only offset a given amount of kWh per year and any rise is overall consumption generally results in an increased energy bill. Please call XXX-XXX-XXXX with further questions.

A Customer Relations Manager is reviewing the information provided by our customer, and will be working to address their concerns until resolution. If immediate assistance is required, please contact [redacted] Option 2.

Initial Business Response /* (1000, 5, 2015/08/06) */
We apologize for the frustrating circumstances regarding this customer's experience. Our customer has been in contact with several of our senior managers and we are working to develop a resolution to the concerns at hand. Unfortunately,...

it is not a simple process to change an active, well-established contract and we sincerely appreciate our customer's patience as we go through the internal approvals process. A customer relations manager will be in touch again shortly with an update. Please call XXX-XXX-XXXX with any further questions.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] reached out to me on August 6th 2015 with a satisfactory resolution. Fulfillment of the resolution is still transacting. As long as the terms of the resolution are executed as presented I see no reason to pursue further action. Thank you.

Complaint: [redacted]I am rejecting this response because:
 
Thanks for providing this feedback again, and yes you are reviewing options. But at this point no solutions have been presented and implemented and until such time I dont accept a lose promise as an answer. Please work on settling this issue and I be more than happy to close this claim.
Sincerely,[redacted]

We are working with the customer to address their concerns. An offer has not been made at this time. A Customer Relations Manager has been in contact with the customer. For further questions, please contact us at 888-765-2489.  Thank you.

Initial Business Response /* (1000, 8, 2015/06/15) */
Thank you for forwarding this valuable feedback. Our customer care department is working with [redacted] to provide answers for his questions. Please call XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 10, 2015/06/24) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
My bill for the month of May is $115.74 more than the
agreed payment from my contract.
Final Business Response /* (4000, 12, 2015/07/09) */
We apologize for the inconvenience our customer has endured. One of our customer relations agents has been in contact with Mr. [redacted] to directly address his concerns. Please call XXX-XXX-XXXX with any additional questions.

Better Business...

Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will am giving Solar City until the end of the month to get it straight and if it is not then I will be done working with them. Thank you for responding back.Sincerely, [redacted]

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.

We are actively working with our customer to find a resolution. We most recently spoke with our customer on 07/05/[redacted] and will reach out again shortly to discuss progress made thus far. Please call 888-765-2489 with further questions.

SolarCity has been in contact with the customer on multiple occasions since the Revdex.com case was opened. An agreement with the customer has been made and SolarCity are working diligently to install the solar system in the timeline the customer requested. 
 
Thank...

you, 
Simon Relph
Customer Relations Supervisor
[email protected]
702.550.9924

Initial Business Response /* (1000, 5, 2015/06/23) */
Thank you for forwarding this valuable feedback from our customer. We apologize for any issues this has caused. We were able to reach out to
[redacted] and reach an acceptable resolution. Please call XXX-XXX-XXXX with any questions or concerns....

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 6/7/** to discuss.
 
Please call 888 765-2489 with further questions.

Initial Business Response /* (1000, 5, 2015/10/22) */
We apologize for the frustrating circumstances surrounding this customer's experience. A manager reached out on 10/11 and will reach out again to discuss this concern as it was presented in feedback provided on 10/11. This manager will reach out...

again shortly to resolve the concern. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Solarcity has offered to reimburse us for the cost of repairing the damage to our thermostat. We're glad we could finally get this resolved.

We apologize for the frustrating circumstance surrounding our customer's experience. A Customer Relations managed reached out to address this on [redacted] and a refund is being processed via check as of 11/22. Please call 888.765.2489 Option 2 with any further inquiries.

Complaint: [redacted]I am rejecting this response because: I am waiting to see with this report shows. I have provided documentation to other "supervisors" and it did not result in a resolution so I am hesitant to agree with their answer not knowing the outcome-I don't want to have to file another compliant if this should turn out like all the others.Sincerely,[redacted]

We have been happy so far with our system however... this spring during a heavy storm our roof started leaking. I was impressed when they had a service guy out within 2 hours to find the problem. A nail hole had not been filled so water had been leaking into our house every time it rained after installing ( a lot). We were told we'd hear from solar city in a week with our next step. Nothing. I called them. Again. Again and again. Finally they said they didn't have a service representative in our area to do the repair and recommended an outside company. We got a quote right away from them.we were told we had to pay the almost $4000 to this company then get reimbursed. We told solar city we expected them to pay directly for the damage they caused, that not only can we not afford to pay this bill but we should not have to pay for the damage they caused. It's 2 months later and we're still waiting for a resolution. Meanwhile I'm quite sure I'm suffering extra from illness probably caused by mold in the walls.