SolarCity Corporation

We apologize for the frustrating circumstances surrounding [redacted] experienceSolarCity has been in contact with our customer in regard to system relocation and the customer has been presented with the option to relocate the system at a very reduced rateThe system not yet been relocated as the relocation costs have not been paid forPer [redacted] conversations with Ryan, it was determined that the glare persists for approximately hours per day and for a period of several weeks out of the yearSolarCity has also offered window tinting and shades to the Brauns as a less cost-prohibitive option, which would not affect the viewPlease call 888-765-with further inquiries

We are aware of the frustrating circumstance surrounding our customer at this timeA Customer Relations Manager will be reaching out to our customer shortlyIf you have any further questions then please contact us at [redacted]

Complaint: [redacted] I am rejecting this response because: Nobody care to make an attempt to resolve the wrongdoingThey sent me an email to call them and when I called, nobody care to helpLeft the voicemail- no response for days Overcharging and making up "electricity production" are illegal matter which need to be addressed properly at the highest concern The company's business need to be audited and review by proper authorities.Sincerely, [redacted]

They already called me Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

A Customer Relations Manager will be reaching out to address the Customers concernsIf you have any further questions please feel free to contact Customer Care at [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/12/10) */ We apologize for the frustrating circumstances surrounding this customer's experienceWe have dispatched a technician who visited the site today and completed several repairsA manager will be in touch shortly regarding the repairs made by the homeowner in OctoberPlease call XXX-XXX-XXXX with further questions Initial Consumer Rebuttal / [redacted] (3000, 13, 2016/01/07) */ I did not close this case and am not [redacted] to find that it is closedWe still have yet to receive the refund of $promised from themThey told us two to three weeks, as of January 2, we still don't have the refundYou wanted a response by 12/25/15, however, there is no way to say that the job is NOT complete - only to agree with what they have done so farWe don't agreeWe are still requesting the $refund and would like this re-opened until which point we receive that We are not considering this a closed case Thank you in advance for your assistance [redacted] Final Business Response / [redacted] (4000, 15, 2016/01/11) */ This case has been resolvedPlease reach out to Customer Care at 888.765.2489, option with any future questions Final Consumer Response / [redacted] (2000, 17, 2016/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) The repairs have now been complete and the reimbursement has been received

We apologize for the frustrating circumstance surrounding our customer's experienceA customer Relations Manager will reach out to the customer to discuss their concernsFor any further questions, please call us at [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/02) */ We apologize for the frustrating circumstances surrounding our customer's experienceMr***'s system was installed on 5/11/and the inspection was completed on 6/26/The city of South Windsor increased their permitting fees, which they did not advise until after the system passed [redacted] in JunePer 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 of the Agreement)We have since provided Mr [redacted] a customer satisfaction payment as recompense for any confusion or delaysSolarCity's contract does not stipulate deadlines and Mr [redacted] will have the benefit of solar for the full years per the term of his contractPlease call XXX-XXX-XXXX with further questions Initial Consumer Rebuttal / [redacted] (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 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 delaysBlame my townBlame the electric companyBlame 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 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 PROMISEDRather than fixing the problem, I got a call threatening a collection agency and ruining my creditHow terribleOne mistake on top of another The claim that I did not make my final payment when due is - I was told by my account manager in writing not to pay because it was not yet dueClearly a mistake in hindsightI was promised I would get a call on Monday, August 3rd with a resolution but would not hear from that person again until December 28thTo make matters worse, my account manager stopped talking to me in the middle of my projectI was promised a new account manager would contact meNever 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 months at most when I was pressured to quickly sign my contract before "construction slots filled up"Clearly this is an abuseI understand there are delays, but MY PROJECT HAS TAKEN NEARLY MONTHS instead of (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 $to compensate me for this poor experienceBased on how many additional hours I have put into fixing the situation, this equates to a dollar or two per hourI give up Solar City, please fix your customer service problem and advertising and save future customers the headache

We apologize for the issues that the customer has experiencedWe have addressed the issues with the system and compensated the homeowner

Complaint: [redacted] I am rejecting this response because: Yes I did speak to someone on 6/but they told me I needed to talk to someone else who they had me leave a message forThis is after I emailed them on 5/and left a message on 5/both for the Customer Service Rep Assigned to my project Maddie Anderson and I did not get a response from eitherSo to say they spoke to me on 6/is factually correct but the matter at hand has still not been addressed as of 3pm EST on 6/ Sincerely, [redacted] ***

We apologize for the frustrating circumstances surrounding this experience with our companyA manager will be reaching out shortly to address these concerns

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-with further questionsThank You

A Customer Relations Manager will reach out to address this complaint with our customerPlease call 888-765-with further questions

Initial Business Response / [redacted] (1000, 9, 2015/06/15) */ Thank you for forwarding this valuable feedback. [redacted] 's solar installation took place in August of 2014. He did write into our Customer Care department in May of 2015 regarding placement of the equipment. We are happy to move the equipment,... however, there is a $499 charge for us to do so. We have reached out to [redacted] on 5/12, 5/18 and 5/29 to [redacted] to see if he would like to proceed with the relocation. Please feel free to call XXX-XXX-XXXX with further questions or concerns. Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue here is the fact that the solar city reached out to me after I called their customer service representative and informed me that they will be happy to move the inverter as long as I pay the only $499. Seriously, he said only $499. I do not understand why I have to pay if the box was installed without much thinking from the install crew. It was placed in the closest spot to save time and cut costs on material. The issue lies in its location. It's OUTSIDE my fence. So anyone can simply mess with it. The install crews do these installs daily. How can they get so careless? It almost seems that the company cares more about profit then the customer. I am starting to feel I should have went with someone else for my solar.

Complaint: [redacted] I am rejecting this response because: I have heard this same exact answer from Solar City since the beginning of this problemThe fact that this problem has been over two years means that Solar City's response is nothing and Solar City still will do nothing about itSolar City does not care about their customers Sincerely, [redacted]

We apologize for the frustrating circumstance surrounding our customer's experienceIn order to further address our customer's concerns we will need the address linked to the solar account, as the information provided does not populate an account within our systemIf you have any questions please contact us at 888.765.2489, option

A customer relations manager has reached out to the customer with a voicemail and an emailPlease call 888-765-for further questions

Thank you for your responseThe customer has been advised the need for the Main Panel Upgrade is a utility requirementSolarCity and the customer would need to trench through approximately foot of concrete and would require that the customers driveway be repavedThe cost of the Main Panel upgrade and all extra work, would be approximately $and we had advised the customer his share would be $to move forwardWe are not requesting the customer to pay 100% of the cost of the Main Panel upgradeDuring the installation of the customers first system, the main panel upgrade was not requiredThe "split breaker" the customer is referring to was to allow a Amp breaker for the solar system to be placedAt no time during conversations between the customer and our Customer Relations Manager was it advised that he was installing the hot tub and pondWe were advised he could not pay for the Main Panel upgrade due to financial difficultiesThe customer has one system installed on his roof at this timeWe are unable to just add additional panels to the customer current system as it has already been processed with his utility company and approved as isSolarCity cannot calculate system production based off of the possibility that the customer will be installing a Hot tub and a pondThe Utility allows the system size based off of the previous months electrical consumptionWe have made attempts to work with the customer and share the cost of the Main Panel upgrade

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ We apologize for the frustrating circumstances regarding this customer's experienceA manager will be in touch shortly to review and address these concernsPlease call XXX-XXX-XXXX with further questions Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) No manger has called me!! I have called Solar City for two months now and nothing has been done to address are problem, Every time I call they point the finger at some one eels, I got my SRP bill again today and it was just as high it was last year when you put them both togetherMy savings was $I sent out a e-mail to a manger today and got NO response againOnce again It is not are fault Jason S from Solar City built the system to smallJason & Fallon his boss reassured us if for any reason the system was to small they would get it fix right away, This is why I told them I would rather wait tell we had months of electric billsSo we would not have this problemBut they both insisted Solar City would get right on it if this happenWell NO one seems to be interested now to fix this major problemSolar City's response to my complaint was they are sorry for are frustrationI relay don't believe they are or some one would be getting to the bottom of this issue!!! They also state in their response to call them REALYI have call you people for two months That why I'm trying to work with you throw the Revdex.comMe and my wife are expecting a resolution by the end of this month, Thanks [redacted] & [redacted] M Final Business Response / [redacted] (4000, 29, 2015/10/14) */ SRP's recent changes to their solar billing platforms do affect both SolarCity and customers of both entitiesWe cannot move forward with a second system under the previous rate as noted in communications from SRPThe letter provided by our customer from SRP states "A review is currently being conducted to determine the pricing structure that would apply to customers with grandfathered status who add additional self-generated capacity." Please call XXX-XXX-XXXX with further questions Final Consumer Response / [redacted] (4200, 33, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not except this reply do to the fact that the sales man Jason Stevens and His Boss promised me if for any reason the system was not big enough that Solar City would at no charge to me and my wife would upgrade the systemNow that solar city and SRP are in litigation solar city cant fulfill there promiseA problem with SRP and solar city should not cause me and my wife a hardship, Solar City has not even offered us anything to offset this hardshipThis SRP and solar city problem is not even in are contract That if for some reason this happened it was are lossSo I believe if solar city is a good company that they would put it in writing that solar city would at NO charge to me and my wife would give us the proper solar that we should be getting, With out any other BILL or charges!! do to the fact solar city put us in a bad way, P.SWe read the contract and no where dos it say if SRP said no more solar could be add to are home It's are problemSo yes It would be nice if solar city would put it in writing they will add to are system at NO extra charge and NO new payments from are bank account& no new year contract!! Just as we where told from day one Thanks [redacted] & [redacted] , God Bless

Complaint: [redacted] I am rejecting this response because: they left me a voicemail to tell me it was being processed It has been processing for [redacted] monthsThe woman that left me a message provided no information and didn't seem to understand the circumstancesI am giving them a week to receive the check but as of today, still have not received a refund.Sincerely, [redacted]