SolarCity Corporation

Initial Business Response / [redacted] (1000, 8, 2015/06/18) */ Thank you for forwarding this valuable feedbackWe apologize for any contact that has been made that was unwantedWe are working hard to identify possible people posing as SolarCity and using our business name erroneouslyWe have placed his name and number on our do not call listIf you have further questions, please feel free to reach out to XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Claiming it wasn't someone from solar city is ridiculousIt came from your office numbers each timeStop aggressive and predatory sales tactics

Complaint: [redacted] I am rejecting this response because:My issue is still not resolved I still have panels on my roof that are not turned on and just expected dates of completion, which I've been getting for well over a year.Sincerely, [redacted]

One of our Customer Relations Manager has worked with the customer to get this resolved; the customer has declined all offered resolutionsPlease call 888-765-with further questions

We apologize for the frustrating circumstances surrounding our customer's experienceA manager has been in touch with our customer and we are continuing to work towards a resolutionPlease call 888-765-with further inquiries

(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 fixedI 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 timeThey 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 jobI am not satisfied with the resolution

Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ We apologize for the frustrating circumstances surrounding this customer's experienceA manager will reach out to complete a savings reviewCurrently this system is producing as expected, but we look forward to reviewing further to provide a better understandingPlease call [redacted] with additional questions Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have not been contacted by solar city or a representative of their companyThe reason we agreed to the solar panels was to reduce our electricity bill, but, have not had a reduction in cost Final Business Response / [redacted] (4000, 11, 2016/01/01) */ A manager will reach out this week (between 1/4/16-1/8/16) to collect the data to complete the savings analysisPlease call us directly at [redacted] for immediate assistance Final Consumer Response / [redacted] (4200, 13, 2016/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Solar city wants to check our billing statementWe have given them the account number and they are looking into it to check our energy usesThey say we our consuming more energy than we first indicated but this is not trueThey promised that they would give us enough energy for a size of our home and now they are saying we are using more energy then we did beforeWe have given them access to all of our accounts to prove that this is not trueWe are still waiting for a response from them so we can not be satisfied with a result as there hasn't been one

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 meWhat more do I have to DO? I have now waited months!!!!!!!!! Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ We were not able to locate an account from the name, address, phone number or email provided in this complaintPlease 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 / [redacted] (3000, 7, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) 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 AMPE(XXX)-XXX-XXXX: Mar-124.81; APR-137.57;May-186.46:;JUN- 206.46;JUL-240.79: AUG- On Aug 5, and on Aug 24,2015-TWO YEARS AFTER THE INSTALLATION-"Home Owner Support from Mission StSan Francisco" were able to send me copies of my Documents.They found out who I was [redacted] of Riverside,their installer ,repaired several leaks from my Roof and damage to my interior walls 4.My Contention: They did all their transactions over the internet, with no one to explain anything nor to answer questions I was not able to copy the EMails, and it has taken them over two years to send me a hard copy 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] , [redacted] Final Business Response / [redacted] (4000, 15, 2015/09/05) */ Please fax a copy of the contract to: XXX-XXX-XXXX so that we can further assistPlease include a cover sheet with: ATTN CUSTOMER RELATIONS MANAGER to ensure that we receive the contract as soon as possibleThank you for allowing us to assist you Final Consumer Response / [redacted] (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.gwould NOT have agreed to the number of Panels ,the 20-Year Lease, or thei conditions of selling my house 3.Since it took 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

Complaint: [redacted] I am rejecting this response because: No one has contacted me just as before! Lack of communicationIf 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]

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ We apologize for the frustrating circumstances surround this customer's experienceThe very first page of the contract states that energy will be purchased at the rate of 0.1519¢/kWh, meaning the more kWhs that are produced by the system, the larger the energy bill will beSection 4.(b) of the contract stipulates: "Your monthly payments will be the product of (A) the price per kWh multiplied by (B) the actual kWh output for the calendar month ("Monthly Payments")Invoices for Monthly Payments will be mailed or emailed no later than ten (10) days after the end of a calendar monthIf you are paying your invoice by automatic debit from your checking or savings account (ACH) we will debit your bank account on or about the st day of the next month following invoice (e.gJanuary invoices are sent in early February and debited on or about March 1)Monthly Payments will change as your price per kWh changes over the Term of this PPA and as System production varies (e.g., summer has higher production)You will have regular access to the System's production via your SolarCity online account Payments due upon installation, if any, are due immediately prior to commencement of installation." Our energy consultants do speak to estimated monthly billing, but that number is average over the course of monthsIf the energy consumption increases overall, the total billed amount will increase accordinglyPG&E's billing is administered by their billing department and SolarCity has no control over their billing practicesPlease call XXX-XXX-XXXX with further questions Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, the contract says thatBut the sales representative did not explain that and did not produce a copy of the contractANOTHER EXAMPLE OF BUYER BEWARE! We were told out of the salesman's mouth what our monthly rate would be - we believed himThere was no explanation such as given here, I don't think the salesman was that brightAnd as for what PG&E charges, your sales man stated $4/moand according to the CalifPUC the increase of greater than 50% to $10/month was know months ahead of time and likely very well known by Solar City as wellIt seems they just did not share that fact with usIF the truth were told the night we signed with Solar City we would have been told ultimately THERE IS NO VALUE IN SOLAR CITY LEASE, IT IS JUST A DIFFERENT WAY TO GET POWER, NOT CHEAPER, NOT BETTER JUST LINING THEIR POCKETS I only hope our mistake of contracting with this company will help others stay away! Final Business Response / [redacted] (4000, 9, 2015/10/18) */ We apologize for the frustrationA copy of the signed contract is sent immediately upon signing to the email address on filePG&E does not furnish SolarCity with their rate increasesWe encourage all of our customers to review our contract at length with any entity that may help to clarify the terms of the agreementWe invite our customer to engage us in July of to perform a yearly production analysis to demonstrate the savings due to the system's installation and productionPlease call XXX-XXX-XXXX with further questions

We sincerely apologize for our customer’s frustrating circumstanceA Customer Relations Manager has been in contact with this customer to address this matter and has advised the customer that SolarCity will be accepting the utility statement that he has submitted Please call 888-765-option for further questions

Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ We apologize for the frustrating circumstances regarding this customer's experienceA manager will be in touch shortlyPlease call XXX-XXX-XXXX with further questions Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) A Solar City tech replaced a fuse for the solar panels on Sept 2015, after replacing the fuse, the output went from watts to watts The solar panels continue to operate normally again A customer relations manager is working with me to get a Customer Satisfaction payment

Thank you for contacting us about our customers concernsA Customer Relations Manager will be reaching out to the customer shortlyPlease contact us at 888-765-if there are any additional questions

Complaint: 11630149I am rejecting this response because: I have not, to my knowledge, been in contact with anyone from the "Are Management Team." My complaint is not with Edison, the local utility company, nor am I protesting the fact that I have not been receiving any energy credits, from the local utility company.I am not asking to be "compensate for delays that were not caused by our company," (SolarCity)I am aware that SolarCity and Edison are separate entities, and rather than requesting assistance with a process that is handled by Edison, the local utility provider," I have instead, been requesting some accountability from SolarCity, the contractor who originally installed, (nearly a decade ago)and who currently own and operate, a solar array, on property we purchased in Specifically I have asked SolarCity for any information which may provide me with some history of the installationI have requested copies of any permits, contracts, or records that indicate Edison actually authorized the project, any records of the original project plans, especially relating to design issues, and how SolarCity proposed to essentially install a permanent system, and connect it to a temporary power pole.Because there were some pre-existing electrical issues with the property, which have been subsequently addressed, and brought into compliance, (including the issue of the temporary power pole), Edison advised, the SolarCity project was not authorized.It is in vein that I have been requesting from SolarCity any documentation that might help clarify this discrepancyInstead of providing me anything informative, the "SrCustomer Relations Specialist" at SolarCity who has been handling my account, responded to my request: "When it comes to all the information you’re requesting on the account with dates and times Edison can provide these documents as well"..Edison, on the other hand, Recently sent me a notice that my application had been withdrawn because they did not receive my forwarded documents from SolarCity by the deadlineWhen I asked the aforementioned customer relations specialist at SolarCity for an explanation, he replied:"We reached out to [redacted] Edison to see why the application was withdrawnEdison advised the account already received permission to operate for your homes meter, so the application they received was a duplicate."More recently, I have requested from SolarCity, the contact information for the specific individual at Edison who SolarCity claims to have been working with, to resolve whatever conflict is delaying the my net metering applicationTo no availAfter my initial complaint to you, the Revdex.com, I received the following message from "SrCustomer Relations Specialist" "I have responded to the complaint and let the Revdex.com know the situation and at this time you asking for us to assist you with a process that is handled by Edison your local utility providerIf this was something more we could help with we would, however we have contacted Edison and they have provided the answer on the matter we are not able to influence them any further."A copy of my reply follows:Although you have noticed that I contacted the Revdex.com, you have still completely avoided addressing any of the concerns I have directly and repeatedly brought to your attention in my previous communication with you, a representative of SolarCity, for issues I have with you, SolarCity, and the SolarCity panels occupying real estate, on my land, issues regarding the power generated by those SolarCity panels, and the accessibility of that power, to me, a very dis-satisfied customerI have taken Issue with SolarCity misplacing my documents, taking excessive amounts of time with redundancies, omissions, and oversightsI am unhappy with your product, (because I cannot use it)and your service, (the SolarCity installation on my property is virtually incompatible with the local utility company.) I will be sure to clarify this issue with the Revdex.com, as well as my pending review on Yelp(Just so there is no mis-understanding.) Thank youI will advise them that in fact I am aware that SolarCity and Edison are separate entities, and rather than requesting assistance with a process that is handled by Edison, the local utility provider", I have in fact been requesting some accountability from SolarCity, as well as some information regarding the history of the un-authorized installation SolarCity has been operating on my property for nearly a decade, information relating to the current status of my service with SolarCity, as well as the status of documents I submitted to SolarCity in April of this year(An expeditious FOUR MONTHS ago!!)..I am dissatisfied with SolarCity's approach to "Customer service," and your department's systemic dis-respect for time itselfTo be clear, my complaints include the smug, yet consistently aloof apathy with which my account has been handled since my family acquired the property and assumed the burden of our contract with SolarCity, three years ago, and are certainly not limited to your tendency to defer SolarCity's responsibilities to Edison aloneSincerely, [redacted]

We apologize for the frustrating circumstances surrounding our customer’s experienceA customer relations manager reached out on 12/5/to address and we are currently reviewing the account for resolutionThis manager will reach back out today to update the customerPlease call 888-785-with further questions

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

Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ We have spoken with Mr [redacted] 9/11/and advised him that he will be receiving a check in the mail for $Please call XXX-XXX-XXXX with further questions Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/15) */ SolarCity sent me a check for the $I received it todayPlease consider this case closed Thanks, [redacted]

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

Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ A customer relations manager first reached out to the homeowner on 09/02/to address his concerns regarding the system performanceAt that time, the homeowner was advised we could perform a savings analysis to investigate whether or not he had saved as a result of having the systemOur customer was also advised that we cannot control usage at the home, and if this had increased over the historical usage used to design the current system, a second system could be a potential option to increase the offset on his utility billOur customer replied he did not wish to discuss this further, at that time On 09/10/another customer relations manager was in contact with the customer, we again offered to have a savings analysis performed and advised of the utility bills that would be needed to complete the reviewOn 10/the customer was advised that we needed the information resent as zip files were blocked for security reasonsWe were able to obtain the necessary information on 11/30/2015, and submitted to our internal team to complete the savings analysisAt that time we also advised it can take some time to complete the analysis, and that we would be in touch with him once it was available We contacted the customer on 01/02/to go over the results of the savings analysisIt was identified that the amount of electricity the customer had used increased 13.35%That aside the customer had saved $in the year following the activation of his system, compared to the year before he had solarThe customer ended the call after receiving the results The customer then reached out to another customer relations manager on 01/21/They reviewed this information, and then went over it with the customerThe customer again ended the call A second system with agreement can be added to the home to increase the amount of electricity we are able to offsetWe are not able to add on panels to the existing systems, and we cannot add a second system with a shorter contract term We will reach out to our customer again and see how we can assist in their concerns regarding NEM charges Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) On 02/Finally I received a call in response to the return call I made couple of days prior to this dateI spoke to [redacted] as a representative from Solar CompanyNow the Solar City is offering $for me as a courtesy according to him because of the system failure that was happened and reported during the first months of the serviceI have raised this concerned to them even before I filed a complaintClearly they it was just a move to shut down my complaint because if it was really something that corrects their mistake, it should have been offered to me prior my complaint filed to Revdex.comI did not accept it, because it didn't even get close enough to my expectation of 20-30% savings a year which approximately 20-30% of around $3,which is conservatively equivalent to $720-$1,080/year of savingsWhat my request is for them to re-design the system or add another system without having to issue another 30-year contract with themHe kept saying that, I should have read the contractI said responded, that [redacted] didn't have a contract with him when he offered it to me [redacted] was so helpful during the process of getting my solar installation setup immediatelyAnd now, problem arises, they fired [redacted] obviously as an admission to the mistake that [redacted] had provided wrong information which in turn Solar City should address because [redacted] was part of the process when we decided to go SolarNobody checked my system until after a year where NEM charges postedVery not acceptableThe only company who does not follow through with the customerI totally disagree to accept anything from them at this time because it does falls into bribery to offer me $to settle with the problemI don't believe that total of $in a year of savings is equivalent to what they have said 20-30% savingsNot to mention that I still owe PGE from the NEM which never in my life had happened beforeIf they can at least come up with a total of $(around 20% of $3,600) and a system re-design or total disconnection of service, that I may considerNot to mention all the time I spent to correct this problem is not really worth continuing the service Final Business Response / [redacted] (4000, 12, 2016/02/25) */ We apologize for the frustrating circumstances surrounding our customers experienceWhile our customers sales representative is no longer with SolarCity, it is not in relation to our customers accountOur customer's request to guarantee they save 20-30% on utility costs is not one we can accommodate due to factors beyond our control such as; the amount of electricity used, varying daylight hours, and weather conditionsWe also do not offer additions to our customers systems that are not under new agreementsInstead, we calculated the amount of savings our customer potentially missed out on as a result of their system experiencing downtime and offered to make up the difference as a one-time payment outside of our contractual obligationsWe deeply regret that our customer does not agree with our findingsPlease call XXX-XXX-XXXX optwith further inquiries

Initial Business Response / [redacted] (1000, 5, 2015/11/22) */ We apologize for the frustrating circumstances surrounding this customer's experienceSolarCity 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 viabilityThis customer's information has been removed from our system and the customer will not be contacted againPlease allow 48-hours for this to become effectivePlease call XXX-XXX-XXXX with further questions