SolarCity Corporation

Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ We apologize for the frustrating circumstances regarding this customer's experienceOur customer has been in contact with several of our senior managers and we are working to develop a resolution to the concerns at handUnfortunately, 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 processA customer relations manager will be in touch again shortly with an updatePlease call XXX-XXX-XXXX with any further questions Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] reached out to me on August 6th with a satisfactory resolutionFulfillment of the resolution is still transactingAs long as the terms of the resolution are executed as presented I see no reason to pursue further actionThank you

Complaint: [redacted] I am rejecting this response because:I have already spoken with them numerous times on the phoneI have made more than a half a dozen attempts to rectify this matterThat answers sounds like a rehearse answer and means absolutely nothingI want their offers in writingI am done wasting my time talking to themThey do not honor their words and I want everything in writingI also do not wish to continue to wait for them to deal with this issueSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: It is a work in progress I hope we can get to a resolution, but there is no resolution yet.Sincerely, [redacted]

A customer Relations Manager will reach out shortly to address the complaint with our customer Please call 888-765-with further inquiries

A customer relations manager reached out on 6/8/ [redacted] to address our customer's concerns and we are currently reviewing the account furtherPlease call 888-765-with further inquiries

Complaint: [redacted] I am rejecting this response because: We feel the entire point is being missed here: The point is that we were told our system would provide 100% offset and it doesn't We were told that if it didn't, it could be added to and it can't The other point was this: Their employee's do not return phone calls I have made another call to [redacted] about weeks ago and still have yet to hear back from her Terrible customer service!! SolarCity [redacted] in miss leading information and we got stuck with a system that doesn't do what their sales person said it would do Bottom line, We got taken advantage of by a company that grew to fast Sincerely, [redacted]

My experience with Solar City so far has been excellentMy representative is [redacted] [redacted] is very knowledgable of the systemWhenever I have questions he makes sure that he reaches out to me before day's endSolar City's concierge staff are always very polite and spend a lot of time answering all of your questions before hanging up with youI never felt rushed when speaking to themThe installation team was very professional and respectful during their time at my homeI am now awaiting for my system to be inspected by the county so that the system can be turned onI received an email from Solar City very early this morning letting me know that we are waiting for a due date with the county for inspectionUsually you receive GREAT customer service from smaller companies, I am impressed with Solar City's customer service because they are a large company who seems to pay attention to detailI can't say enough good things about this company

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]

A Customer Relations Manager will be reaching out to the customer to assistIf you have any other questions or concerns please don't hesitate to reach out to our Customer are Team at 1-88-765-

Complaint: [redacted] I am rejecting this response because: they have not told me what the next steps are as stated in their response Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ We apologize for the frustrating circumstances regarding this customer's experienceOur billing procedures are clearly outlined in the contract, which stipulates that customers are billed on a fixed estimate throughout the yearAt the end of the applicable period (one year), SolarCity reviews the system's production and either (i) refunds the customer for any underproduction during the period or (ii) invoices the customer for the power producedThe contract that this customer has requires that they pay for all power produced, and the trbill settles the difference between our estimated production and the system's actual productionPlease call XXX-XXX-XXXX with any further questions Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I discussed the cost with the representative and it was explained to me that for my monthly rate I would receive a certain amt of panels, if I increased my monthly rate I would receive moreNever was a true up discussedIf I had known that this would be an issue, I would have obtained my solar elsewhere Final Business Response / [redacted] (4000, 9, 2015/09/01) */ We do apologize for the inconvenienceAs the agreement was signed with the aforementioned stipulations, we defer to the contract for billing termsBecause our customers are billed for all power produced, overproduction may result in a trbill, just as underproduction would result in a refundPlease call XXX-XXX-XXXX with additional questions Final Consumer Response / [redacted] (4200, 18, 2015/12/23) */ while looking through my original billing I see that it was billed as a lease, no where was it a purchase of energy, the true up is illegal on my acctjust an after thoughtI noticed they stopped billing as lease but that does not change our contract

Complaint: [redacted] I am rejecting this response because: After speaking with a Customer Care Manager, they have refused to reimburse me for the damage that they did to my roof They drilled through my new roof shingles to attach an anchor for fall protection The correct procedure is to lift the shingles, drill a hole in the substrata for the anchor and when finished, fill the hole and then replace the shingle back into its original position By drilling THROUGH the shingles, they compromised the integrity of the shingles and thus voided my roofing warranty on a brand new roof This is NOT ACCEPTABLE and they are liable for the damages Donna [redacted]

A Customer Relations Manager reached out to our customer on 06/06/***The customer responded that they received their refund and they considered the case closedPlease call 888-765-with any further inquiries

We have review the clients concern and have possible correction to adjustments the account to resolve the matterOur Management Team is in contact and speaking this over with the client for a resolution, for further question on the account please contact 888-765-

We apologize for the frustrating circumstances surrounding our customer’s experienceOur solar systems are designed to offset a specific amount of consumption which was verified prior to designing our systemAfter reviewing our customer’s concern, it was determined that consumption increased overall by approximately 2500kWh, which did result in additional monies spentJust as if our customer did not have solar, the price for energy increases as the unit (kWh) increasesPlease call 888-765-optwith further questions

Complaint: [redacted] I am rejecting this response because: This is the same response as last time and no one has reached out to meRather than wasting time replying with lies I would appreciate contact! No one has called me, left a message, or emailed meFirst I find it terrible that I had to contact the Revdex.com to try to resolve my issue with solarcityYour customer service is terrible and if you have no time to reach out to me I hope that others see this and will chose to do business with a different companyYou are sending a clear message that you do not want to resolve this issue.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The Customer Relations Specialist named [redacted] contacted me with a few questions on [redacted] and the situationHowever, there has been no confirmation as to whats the resolution and if Solarcity would move the panelsPlease do not expect me to close a complaint just because someone reached outi would be happy to close the complaint when we reach an agreeable resolution.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/07/09) */ We apologize for the circumstances surrounding this grievanceAny and all lease agreements stipulate that all rebates and incentives are returned to SolarCity, which is how we are able to provide no up-front installation costs and provide a lower rateA customer relations manager will follow up with Mr [redacted] to address his concerns

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ Thank you for forwarding this feedback from a potential customerWe do have credit requirements that must be met in order to move forward in a solar projectWe offer several contract types, however the only one that does not require a credit check is the cash optionIf [redacted] would like to move forward in the process we will be happy to help, however he will need to meet certain credit requirements and we will not assist in that costFor further questions or concerns please call XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) "We offer several contract types, however the only one that does not require a credit check is the cash optionIf [redacted] would like to move forward in the process we will be happy to help, however he will need to meet certain credit requirements and we will not assist in that cost." I am requesting again that SolarCity Corpright their wrong by compensating myself if I agree to the cash optionThe actions by the sales staff are borderline regulatory infractionsBased on the above response it seems that SolarCity will not help with costs associated with credit requirements, but they are willing to assist with the cash option Final Business Response / [redacted] (4000, 9, 2015/06/26) */ Thank you for your responseWe will not be compensating [redacted] as there was no wrong doingThe reason we do not need a credit check on a cash option is the contract would be paid in full and the customer would own the systemIf [redacted] would like to move forward with a purchase we will be happy to help Final Consumer Response / [redacted] (4200, 11, 2015/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since Solar City is unable to locate our phone conversation they refuse to take ownership in their discriminatory practicesI refuse to accept any resolution without compensation for my time spent bringing this concern to regulatory attention

Complaint: [redacted] I am rejecting this response because:Once again this contract we supposed signed was on [redacted] tablet as he said I was initialing for a creditObviously we didn't bring our concerns until after because we were told numerous times we could cancel at an timeIt wasn't until we contacted a customer service representative that we were told that there was a "contract" [redacted] hasn't owned up for misleading us and the company has told us they don't believe us and have done nothing but give is the run aroundSincerely, [redacted]