SolarCity Corporation

A customer relations manager reached out on [redacted] to address and we are currently reviewing the account for resolutionThis manager will reach back out soon to update the customerPlease call 888-765-optwith further inquiries

A customer relations manager will reach out shortly to address this complaint with our customer Please call 888-765-optwith further inquiries

Complaint: [redacted] I am rejecting this response because: Alexander House from Solar City left me a message to reach out to himI called him twice and he has not returned any of my calls They seem to still be playing gamesIs their anything else that can be done to resolve this issue? Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 16, 2015/02/10) */ Thank you for forwarding the valuable feedback from [redacted] and [redacted] regarding Revdex.com Case # XXXXXXXXIt's always been our goal to exceed our customer's expectationsDirect feedback, positive and negative, is key to identifying areas where we can improve We reviewed all the information in this matter with our billing department and made contact with Mrs [redacted] via phone Through careful consideration to their needs, we determined the issue was a billing statement error that resulted in us miscommunicating an outstanding balance to Mrs [redacted] We explained the mistake and apologized for the misunderstandingWe will make all efforts to ensure that this will not occur again Mrs [redacted] has no outstanding balance to SolarCity and should not receive anymore invoicesIf she has any further issues or concerns regarding this, she can call our Customer Relations team at XXX-XXX-XXXX extension XXXXX We value the trusted relationship we maintain with each of our customersTheir continued satisfaction is one of our top prioritiesIf you have any questions, please call our Customer Care team at [redacted] Initial Consumer Rebuttal / [redacted] (2000, 18, 2015/02/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because:it is untimely and they are staling they should be anxious to resolve this issue as they were when they were getting my business Further, they are trying t force me into expensive litigation as there is a time constraint with the homeowner's association.Sincerely, [redacted] ***

SolarCity has gone over the system as sold to our customer and the production offered per our Agreement SolarCity confirmed with the customer in our proposal, prior to installation, that the solar would offset a portion of the customers yearly energy consumption at a rate well below that of her utility companyThe remaining consumption, not covered by solar, is at the current utility rateIf the customers consumption increases, then the utility bill will increase to cover that need The customer recently informed us that at the time the system was installed, two persons were in the home, now there are fourThis most likely is the reason for additional consumptionOur systems are designed based on historical consumption, solar access available on the home, then permitted and approved by the local building department as well as the utility so that we are compliant with those entitiesWe cannot randomly add more panels to an existing system The solar system installed is performing within our estimates and there is a Performance Guarantee in their Agreement as well The Performance Guarantee, providing monitoring is consistent, will allow a per kilowatt payback should the system not perform as expected While we understand that the customer is upset with having to pay more to their utility company, the solar system is functioning per our agreement

Before signing up, I recommend you consult an electrician re: the condition of your breaker box@month after going online, March'16, my main breaker overheated and had to be replaced (Friday nite, cost $1200.00.) Once the warm weather started, @April, I started having a problem with breakers tripping including the new main(175Amp)I was eventually told by an electrician and [redacted] employee from City of Henderson that my breaker box was near the end of its lifespan and couldn't take the power from the solar system going thru itI eventually had to have it replaced with a new "solar ready" breaker box for $I am in contact with SolarCity re: any possible restitution

We apologize for the frustrating circumstances surrounding our customer’s experienceOur Technical Support Team have been reaching out to the customer to address their concernsThey spoke with the customer on 6/19/**They also reached out to him on 6/22/ [redacted] via phone and emailThey spoke to the customer on 6/27/ [redacted] as wellOur Technical Support will continue to work with the customer to reach a resolution soon Please call 888-765-optwith further inquiries

Complaint: [redacted] I am rejecting this response because no one from the business has personally contacted meThey have EMAILED me and I have responded back right away with no response for weeksI have emailed them back times and still havn't received an email addressing the issue or a phone callThey say they have already addressed this issue with me months ago and that is in fact a lieI have had other issues they talked to me about but never fixed and this is the last thing that made me decide to write to the Revdex.comI was told in the very beginning of this process that having solar would eliminate my [redacted] bill almost completely, well I just got a $ [redacted] bill this month for all the months I went over and wasn't aware of because no one at solar city told me thisThat is part of what they preachI also believe that it is a direct violation of their contract to not advise the customer of thisI am looking into hiring a lawyer to take this matter further since the only thing this company seems to be able to tell me is that I will be violating their contract and will owe them $ [redacted] if I break the contractFunny they can break their own contract and it doesn't seem to matter to themI will be happy to get these solar panels off my roof and not have to deal with this joke of a company any more!Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The cost to relocate the panels should NOT be borne by the homeowner, nor should they have to have unsightly panels on the front of their homeThe obvious solution is to lift the lower edge of the panels to change the angle of sun reception and therefore glareI do not understand why Solar City refuses to consider this!!! It was Solar City's error in placing these panels such as to create the horrible glareIn spite of several invitations to Solar City representatives to visit our home and experience this glare, no one has comeFYI - the glare is a MINIMUM of hours and permeates the entire living area of our homeSolar City wants to pass off THEIR ENGINEERING SHORTSIGHTEDNESS to the homeowner and neighborsThis neighbor is sufferingThere is no reason why we should have to endure being closed in a cave with blinds or shades...we had a lovely view for 16+ years until Solar City invaded the neighborhoodAlso of interest is that Ryan Reed, Solar City Representative, told me that they had figure out how to adjust the panels and would do so as soon as they could get a crew out to the sightThis was obviously just a ploy to stall my complaintsSincerely, [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)SolarCity contacted me around March 7thI gave them the information and they said give them a couple days and they will get back to meit's been almost weeks with no replies, I sent them several emails to get an update and have not heard back from them

A customer relations manager made contact with our customer on 1/29/**During that conversation we noted it appears that they are consuming more energyWe offered to have an Regional Sales Manager stop by the home to discuss this furtherWhen our Regional Sales Manager reached out and was not able to gain contact with our customer on 2/8/**, a customer relations manager reached out and requested utility bills for 7/ [redacted] through 9/***These utility bills will help validate the data on fileWe will have a customer relations manager reach back out next week to follow up on our request for the utility bills, and to help resolve our customer's concerns

[redacted] : We are completing a Savings review for this customerShe is in communication with a customer relations manager

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]

We are actively working with our customer to find a resolutionWe most recently spoke with our customer on 06/08/and will reach out again shortly to discuss progress made thus far Please call 888-765-with further questions

Complaint: [redacted] I am rejecting this response because: There has been no resolutionI have not been contacted via phone or email other than someone named [redacted] emailing saying they were researching my complaint and would get back with meThis was on [redacted] ***I have received no additional communication since thenSincerely, [redacted]

Customer has been contacted and actions have been taken to resolve customers concern

Revdex.com: SolarCity refunded the overcharge, and their representative stated that the next bill will reflect a monthly charge within the parameters of the contract agreement amount.Sincerely, [redacted] ***

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

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 system After 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