SolarCity Corporation

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] ***

Initial Business Response / [redacted] (1000, 5, 2015/04/14) */ Thank you for forwarding this valuable feedback from ***It is never our intent to upset or offend any customer or potential customer We sincerely apologize for any distress this [redacted] have causedWe have requested this name and address be taken off any and all mailing lists associated with SolarCity Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We are aware of our customer's frustrating circumstance and a Customer Relations Manager will be reaching out to our customer shortlyPlease call 888-765-for any questions

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ We apologize for the frustrating circumstances surrounding this customer's experienceOn of our managers is reaching out to address directlyPlease call XXX-XXX-XXXX with any further questions

Thank you fro bringing this customer concern to our attentionOne of our Customer Relations Managers is reviewing this issue and will reach out to the customer shortly If there are any questions, please contact us at 888-765-Thank you

SolarCity works with several Lenders to finance the purchase of solar systems The Lender that the customer chose for his installation starts billing 60-days after installation is completedSolarCity is aware of this timeframe and does it's best to complete post installation paperwork, inspections and to get the Utility approval so the system is producing by the time the customer recieves their first loan invoice However, some of these areas are not within our companies control Inspections by the local building department, additional paperwork or requests from the Utility can cause the expected timeline to lengthenThis may cause a customer to have to make their first payment prior to the system being approved by the Utility for activationWe did reach out to the customer to review this leaving a voice message and sending an emailAs the customer has rejected our response, we will review again the timelines, expections set by our staff to discuss with the customer and resolve their concerns

One of our Customer Relations Manager has worked with the customer to get this resolvedUpon instigation the majority of the delays in the customer's project was at the customer's request for us not to install on his roof during the month of AugustHad we been able to install in August the customer would have only had a two week delay in his projectWe did offer a customer satisfaction payment in the form of a $ [redacted] Restaurant.com gift voucher which the customer declined, we then offered the customer his estimated monthly savings for going solar even though our delay was two weeks; the customer also declined thisPlease call 888-765-with further questions

We apologize for the frustrating circumstance surrounding the complaint A customer relations manager will reach out shortly to address the complaint Please call 888-765-for further inquiries

Our customer, [redacted] , is standing by the fact that her and her husband were unaware they signed a year contract with SolarCitySolarCity's records indicate that a contract was signed via electronic signature on [redacted] , which was sent directly to the customer's e-mail address, [redacted] The [redacted] were provided a copy of their contract via e-mail, immediately after signing it, and did not bring up any concerns regarding their account with SolarCity until after their solar system was installed and operational in [redacted] of ***Furthermore, additional documents involving their account and interconnection were signed by the customer after their initial contract was signed Nothing that has been provided to SolarCity validates what the [redacted] have expressed to us, and a comprehensive internal review did not bring forth any indication of misrepresentation either.A Customer Relations Manager will ensure that all questions surrounding this event are addressed with the customerFor immediate assistance, please contact [redacted]

As previously stated, One of our Customer Relations Manager has worked with the customer to get this resolved; the customer has declined all offered resolutionsSolarCity stands by its last responsePlease call 888-765-with further questions

We apologize for the frustrating circumstances surrounding our customer's experienceSolarCity's contract pricing is laid out with a discount of $ [redacted] applied when enrolled in ACHIf a customer does not elect automatic monthly Lease payments, this discount will not be applied to Lease payments and each monthly Lease payment will be $ [redacted] greaterPlease call 888-765-with further inquiries

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

After reading the contract I would never have my elderly mother sign with this company, the figures they stated are not adding up and it would cost my mother more than she is paying now for her electric, and then I read the reviews from other people it is a shame that this company is allowed to do business with the elderly

First year after installation of panels we were paying higher electrical bills (SMUD and Solar City) than we were before the panels were installed Had Solar City reevaluate our system and they said our system design was not adequate to meet our needs They agreed to install more panels and once again reviewed our system They said they would install additional panels on the south side of our home Today (months later) they finally installed the panels on the east side of our home This side is shaded by a tree and does not get as much sun as the south side would get I am so unhappy with SolarCity I would not recommend them to anyone

Complaint: [redacted] I am rejecting this response because: I still have not heard back from a customer service representative despite multiple email attempts to the Solar City representative to which I was assigned I would also like to know who is going to pay for the approximately $ [redacted] worth of damage that was done to the hood of my vehicle due to snow shedding from the solar panels? I will however gladly discuss the snow mitigation system that I was offered by the representative, however she told me that Solar City would not recommend installing the system because it could cause damage to my roof and would significantly decrease productivity So it doesn't sound like your corporation thinks this is a good option? I would appreciate a phone call from a representative who actually knows what they are talking about and actually has some power to resolve my issues I will again reference the contract which clearly states that any damage caused to my property by Solar City's solar panels will be repaired by Solar City.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ We apologize for the frustrating circumstances regarding this customer's experienceA manager has spoken with our customer today to help clear up some of the confusionThe customer has agreed to call SMUD to inquire about his electrical usage Initial Consumer Rebuttal / [redacted] (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 $my monthly service charge to SMUD of around $and then if you divide up my true up bill of $that comes to $a month which is more than a hundred dollars more per month than I was paying before having the Solar System installedI am not the only customer that is upset with the misrepresentation that they employI 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 $for being hooked up to the grid Final Business Response / [redacted] (4000, 9, 2015/07/30) */ We apologize for the confusionMr [redacted] 's system is working as expected and he is currently in contact with a relations manager that is reviewing his overall savingsWe 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 billPlease call XXX-XXX-XXXX with further questions

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ We apologize for the frustrating circumstances surrounding this customer's experienceOur signed agreement by Mr [redacted] and Ms [redacted] stipulates a $0.1250/kWh with an annual 2.9% escalator and was signed on 4/6/As early as July, the customer notified us that he did not wish to proceed if SolarCity could not eliminate the 2.9% escalatorPricing, as noted in the contract, is subject to change after daysAs SolarCity had not yet begun any construction work, the project stalled for several additional monthsIf the customer would like to move forward as per the signed agreement, SolarCity will happily obligePlease call XXX-XXX-XXXX with further questions Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is exactly what I was talking about, only now, there's even more incorrect information being supplied As previously stated, I have signed and submitted MANY contractsAll of which, have been lost by Solar City, dating back to the beginning of As previously stated, it was proven, VIA A LIVE RECORDED TELEPHONE CALL, that the Solar City e-mail/contract submission system was experiencing errorsAGAIN, IN REAL TIME, LIVE Live, on the phone, to contracts e-mailed to me from the Solar City rep, to my e-mail address hosted by Google (G-mail), failed to fully be received Live, on the phone, I e-signed every document I receivedThe Solar City documents stated they were complete and submitted Live, on the phone, the Solar City representative DID NOT RECEIVE one document after another Live, on the phone, the Solar City rep finally received ONLY ONE documentA Solar City success rate of only 10-20%, meaning a Solar City FAILURE RATE of approximately 80-90% Live, on the phone, the document e-signed/received was for a NON-ESCALATOR rate of 13.29%, NOT 12.5% with an escalator, as AGAIN INCORRECTLY STATED ABOVERegardless, I only signed EVERY document to try and move things alongAS I HAD BACK TO EARLY I WANT THE ORIGINAL E-SIGNED AGREEMENT THAT SOLAR CITY HAS FAILED TO FOLLOW THROUGH WITH; $0.1049%/kWh (10.49%) WITH A LOCK (NO ESCALATOR) FOR THE 20-YEAR TERM SOLAR CITY CAUSED ALL OF THE DELAYS, OUT OF MY CONTROL SOLAR CITY ASSIGNED REPS WERE SEPARATED FROM THE COMPANYI WAS PROACTIVELY REACHING OUT, BUT NO OTHER SOLAR CITY REPS WOULD ASSIST BECAUSE IT IS, "AGAINST POLICY." MORE DELAYS SOLAR CITY REPS WOULD NOT CONTACT ME IN A TIMELY MANNER EVEN WHEN, AGAIN, REACHING OUT TO SOLAR CITY SOLAR CITY'S PROVEN 80-90% FAILURE RATE, WITH DOCUMENT HANDLING, CAUSED ADDITIONAL DELAYS, SO MUCH SO THAT A REP DECIDED TO HANDLE IT LIVE OVER THE PHONE AND WITNESSED CONTINUED/REPEATED FAILURES WITH THE SOLAR CITY SYSTEM YET, I AM THE "AT FAULT" PARTY FOR NOT COMPLETING THIS WITHIN DAYS, BACK IN VERY EARLY 2014??? Your response helps prove no one knows what is going on by stating a rate that was never even so much as talked aboutI just called and confirmed the ONLY current rate options are a 10.49% with 2.9% annual escalator AND/OR a 13.29% LOCKED option What you state you have signed, 1) was NEVER SIGNED BY ME/US and 2) Sounds like you are attempting to scam an even higher rate as the current rates are less expensive than this imaginary information you've just now provided Speaking of, this is important, EVERY REP HAS ASKED ME TO e-SIGN BOTH MY NAME AND [redacted] 'S NAME TO MOVE PROGRESS FORWARD, WHICH IS HIGHLY ILLEGALTHE SOLAR CITY REPS DID NOT CARE AS THEY APPARENTLY ONLY WANTED A COMMISSION ANYWAYI signed this agreement - $0.1049%/kWh (10.49%) WITH A LOCK (NO ESCALATOR) FOR THE 20-YEAR TERM, in early I signed this document just behind a colleague - [redacted] , located at [redacted] XXXXX [redacted] lives around the corner, in my same zip-code as you can seeIf you look up his information, you will see this exact same rate I speak of, which is the exact same documentation I signed with the exact same Solar City repThis was when we were both supposed to receive 100% coverage before the state passed [redacted] legislationAgain, a loss due to delays caused by Solar City, out of my control [redacted] lucked out as the rep had not become so busy as to begin blowing off clients like myself This is additional proofBoth [redacted] and I were working with the same representativeI was just barely behind [redacted] when the Solar City rep stopped assisting me due to his promotion, all other Solar City reps denied me assistance stating that they, "Were not allowed," and the delays began to commence Never-the-less, both I and [redacted] e-signed the required documentation for - $0.1049%/kWh (10.49%) WITH A LOCK (NO ESCALATOR) FOR THE 20-YEAR TERM, in early We are still willing continue, if and only if, Solar City will hold up to their side of the agreementTruth be told, by Solar City not providing the installation at the agreed upon rate -$0.1049%/kWh (10.49%) WITH A LOCK (NO ESCALATOR) FOR THE 20-YEAR TERM, in early Solar City is in breach of a contract that has been conveniently "lost," "misplaced," or "never received." Because, proving their system makes mistakes over and over is not good enoughBesides, we all know technology is perfect, right? (sarcasm) Solar City lost the documentation, Solar City caused all the delays through reps not following through due to promotions and so on, regardless, it is on Solar City's behalfSolar city was proven to have dropped the ball over and overSolar city has been proven LIVE OVER THE PHONE, that their systems failed numerous timesyet, for some reason I am to be accountable? All they ever say is, "I can see everything you've been going through and I am sorry you had to deal with all of the complications." This is a DIRECT ADMITTANCE TO SOLAR CITY'S Faults, but they (Solar City) are not willing to put their name where their mouth is Solar City is Always Right, the consumer is Always Wrong, Solar City makes mistakes, blows off customers, admit to their wrong doing and mistakes, are shown proven system errors, but who cares, do what Solar City wants or get out of their wayThis is their Mission Statement Final Note, I was also referred to a [redacted] , "Director of Ins-Sales." I was given his name, number, and direct extension by an employee trying to do the right thing and help out I contacted [redacted] four (4) different times [redacted] , never answered onceI left [redacted] two (2) polite voice-mails with my name and numberI have NEVER heard from [redacted] via a call, text, e-mail, or voice-mailexpectedit's the Solar City way I have an EXCELLENT LOCATION FOR MARKETING and all I ask, after all the stress Solar City has put me/us through, is to follow through with their part agreement ($0.1049%/kWh (10.49%) WITH A LOCK (NO ESCALATOR) FOR THE 20-YEAR TERM, in early 2014)They are proven at fault and in the wrong from every angle, yet Solar city refuses to provide quality serviceIt is definitely a quantity operation with Solar City Thank you Final Consumer Response / [redacted] (4200, 11, 2015/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, as it apparently does not appear to be "Sinking in" I would have previous copies of up to TWENTY (20) different signed contracts, HAD Solar City's SYSTEM BEEN WORKING CORRECTLY Only ONE (1) went through, on a Live phone call where it was witnessed, Live, an approximate failure rate of Solar City's system at an astounding 80%-90% via multiple attempts of Solar City's contractual system, Live!! - The document I have a copy of is different than the one you incorrectly notated or made up (more believably), in a previous response here, in an attempt to make even more moneyTotal fraudulent behavior/actions - Suddenly you (Solar City) now make light of an apparent "Out" via DocuSignHow convenient that all of these problems, brought up over and over throughout this process back to early 2014, are said to be out of Solar City's control - If that were not a good enough loop-hole for Solar City, you state, "If a technological glitch prevented the contract from being signed or resulted in the non-process of the contract, is it considered invalid." This is an absolute way for Solar Cityit's faulty in-place systems, poor customer service, inappropriate sales techniques, and blatant disregard to display a bit of concern or heart, when a most obvious, blatant, and clear representation of failed systems and zero concern to help a customer, ESPECIALLY when the customer flat out asks for help in an attempt to continue with the sale/processto WASH ITS HANDS CLEAN This is sickeningThe fact that Solar City has put me through all this stress and miseryTthrough it all I "Man Up" by placing my foot forward and still give Solar City an attempt to right its outright 100% proven wrong, though I've already lost 100% coverage due to state legislation thanks 100% in part to Solar City's LACK OF FOLLOW-THROUGH WITH ANYTHINGSolar City has so much of an ego and is too proud to admit when they are wrong It's as if Solar City were to be shown a picture of an automobile and Solar City's response would be that it was a GiraffeWhat?! Any human being with an IQ of or above sees an automobile, it is proven without a doubt to be an automobile, let alone having no animalistic characteristicsSolar City would stand tall and proud in its stance, where 99.9999% of intelligent human-beings see the image as an automobile, that Solar City sees a giraffe In court, this would certify a person as clinically insane I will not be satisfied until Solar City rights its more-than-proven wrong and corrects its contract back to that which was signed early with my very first of many representatives, [redacted] M The contract (cents /kWh, Locked with No escalator, with 100% coverage) exists I have additionally shown proof of the colleague that was also assisted by [redacted] Mduring the exact same time frame of my contracts signingMy colleagues went through, mine was signed, lost by Solar City, followed by the representatives failure to contact or be reached, several other representatives blew me off as, "Assisting me was not allowed by anyone other than the one who was impossible to contact or receive contact from," [redacted] Mdisappears from Solar City all-together (how extra convenient), the rest is history Final Business Response / [redacted] (4000, 18, 2015/10/21) */ Hi ***, All contracts that are generated and signed are sent immediately to the customer and SolarCityDocuSign is an program completely independent from SolarCity that we utilize to process our contractsWe have no records of a glitch that would have prevented us from receiving or sending out the contract and we also do not have a proposal reflecting the terms as described by our customerWithout the actual contract, I am unable to verify the claims set forthIt appears that the customer wishes to negotiate the current pricing rates, which is something we are unable to accommodateIf the customer is able to provide what we are requesting (an agrecontract, agreement, etc), I would be happy to look into this furtherHowever, to date we have not received this contract Please let me know if I can be of further assistance Thank you, [redacted] Supervisor,

Complaint: [redacted] I am rejecting this response because: I have been trying to deal with their "customer relations" in the past with no resolution which is why I turned to the Revdex.comNone of these "customer relations" have done anything except to try and justify their fraudulant practices and cover up the lies we were told as an effort to get us to purchase solar panel from themEverything I was told SolarCity has not stood behideIf I had been told the truth I NEVER WOULD HAVE PURCHASED SOLAR PANEL FROM SOLARCITYI am not alone, I have talked with others that were mislead with lies as well and hopefully they too will be filing complaints with the Revdex.com and other agancies I have referred them to.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 10, 2015/03/18) */ Thank you for forwarding the valuable feedback from our customer regarding BBB Case #XXXXXXXX. It's always been our goal to exceed our customer's expectations. Direct feedback, positive and negative, is key to identifying areas where we... can improve. We reviewed all the information in this matter with our customer and made prompt contact via phone. He spoke with our Customer Relations Manager on 2/5/15. Through careful consideration to his needs, we resolved the issue. We made repairs to the customer's system on 2/5 and it has been performing normally since. The agreement our customer has with us includes a "Power Production Guarantee" and states that if at the end of each successive twenty four (24) month anniversary of the first monthly payment the cumulative Actual kWh generated by the System is less than the Guaranteed kWh, then SolarCity will send customer a refund check equal to the difference between the cumulative Actual kWh and the Guaranteed kWh multiplied by the Guaranteed Energy Price per kWh, as defined in the contract. For this reason, we will not reimburse the customer for any potential lost production during the time his system was experiencing technical issues. We value the trusted relationship we maintain with each of our customers. Their continued satisfaction is one of our top priorities. If you have any questions, please call our Customer Care team at [redacted] . Thank you. Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/03/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because: I am waiting to see with this report showsI 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] ***