SolarCity Corporation

We apologize for the frustrating circumstance surrounding our customer’s experience. In regards to the customer's concerns one of our Customer Relations Mangers has reached out to the customer but has not had a chance to speak with them directly. A Customer Relations Manager will be reaching out to... the customer again soon in an attempt to speak with the customer and discuss this matter further. Please call 888-765-2489 opt. 2 with further inquiries.

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 meSincerely, [redacted]

Initial Business Response / [redacted] (1000, 12, 2014/06/11) */ We have made contact with [redacted] reagrding case # XXXXXXXX via phone and emailWe have come to an agreeable resolution with him Initial Consumer Rebuttal / [redacted] (2000, 14, 2014/06/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We apologize for the frustrating circumstances surrounding our customer's experienceIn response to our customer's experience, we were able to move up the removal date and I am happy to report that roof work has been completed and inspected and is scheduled for reinstallation on 6/15/**Please call 888-765-with further inquiries

We apologize for the frustrating circumstances surrounding our customer's experienceWe are currently researching the customers concerns and will be reaching out to them soonPlease call [redacted] with further questions

Initial Business Response / [redacted] (1000, 10, 2015/04/13) */ Thank you for forwarding the valuable feedback from our customer 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 Our customer was working with our Customer Relations Manager [redacted] in DecemberHe completed a detailed savings analysis that outlined how much money she saved on overall energy costs due to having solarHe emailed her the information and tried calling to explain, as wellThe customer did not return his attempts to contact herWe have requested that [redacted] contact this customer again and address any additional concerns she has about savingsWe will make all efforts to ensure that this miscommunication does not occur again 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] option Initial Consumer Rebuttal / [redacted] (3000, 16, 2015/08/12) */ COMPLAINT # XXXXXXXX I spoke with [redacted] Reed of Solar City and he said I was using more energyWe spoke by phone and I sent him my energy bills by faxHis response didn't make any sense and I gave upI used to have a roommate and my energy bills were less expensiveI'm one person in this house who has not changed my habitsAlso, I wasn't home for some time because I was in the hospital I was told not to pay my utility company monthly by [redacted] of Solar City and I was told I would get a refund at the end of the year from my utility company when I first decided to purchase this systemThe monthly bill I receive from my utility company(SMUD) has amounts on it to payI was concerned and confused so I contacted Solar City and I told them it looks like I owe my utility company something monthlyI spoke with [redacted] , the salesman who sold me the panelsHe assured me that I didn't owe my utility company anything monthly and I would get a refund at the end of the year from my utility companyI wasn't comfortable with that so I paid my utility company the monthly amount in addition to the Solar City energy chargeMy complaint is these two payments increase my monthly energy costIn addition to that, I still owed my utility company even more money at the end of the yearI will owe both Solar City and my utility company monthly for the next years and now I'm having to pay my utility company even more money monthly to avoid owing them a balance at the end of the yearThis is not saving me money; it is costing me much more moneyOne person at Solar City did say this is because I am a low energy userShe said only high energy users see savings Thank you, [redacted] XXX-XXX-XXXX Final Business Response / [redacted] (4000, 18, 2015/08/17) */ We apologize for the frustrating circumstances regarding this customers experienceIn December, our customer was sent documentation that shows an increase in the consumption of this customer's energySolar systems are built assuming that consumption remains the same from year to yearIn this instance, an increase of approximately 6,000kWh caused energy costs to increaseJust as if solar were not offsetting, an increase in use of energy will result in an increased costPlease call XXX-XXX-XXXX with additional questions Final Consumer Response / [redacted] (2000, 20, 2015/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) My complaint was based on misinformation from a SMUD representative regarding my energy usageI have had to talk to several people at SMUD, all of which have had a difficult time trying to figure out my kWh usage and billingIf they can't understand it, imagine what it's like for the customer I don't like getting charged by Solar City and SMUD each month and still owing SMUD money at the end of the yearI have increased the amount I pay SMUD each month this year to try to avoid owing them money this year Now my panels are offline and who knows what new problems this is creating for me This is not the smart way to go solar

One of the worst companies I have ever dealt withThe communication was thee worst I have ever came across to dateI would call and leave a message only to get a call back days later and sometimes not at allEvery time I would speak to someone different I would have to explain my situation all over againI would only find out critical info when they were calling me to schedule the installWhen I eventually spoke to a manager they were more concerned about installing the system rather than my concerns and customer serviceEventually I got to a higher up manager just to have him call me once and never returned my phone call or even the email I sent themThere a number of solar companies out there do not waste your time with this company they only care about the bottom line and not their customers

Complaint: [redacted] I am rejecting this response because: Customer sercice agent called on 5/30/**, and discussed a possible resolutionHowever, it has now been a full week, and they have not called back to let us know if the resolution/compromise is going to work for both parties.Sincerely, [redacted]

A Customer Relations Manager spoke to [redacted] on [redacted] When [redacted] was asked to provide documentation that he said he had that proves his allegations, he refusedSolarCity is unable to assist our customer without the information we have requested from himNo further action can be taken without his cooperation

Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ We apologize for the frustrating circumstances surrounding our customer's experience A customer relations manager will reach out shortly to address this complaint with our customer Please call XXX-XXX-XXXX with further questions

We apologize for the frustrating circumstances. A Customer Relations Manager is currently working with our mutual customers to come to a resolution. A Manager will further follow up shortly, and until all concerns are addressed. For immediate assistance please contact us at [redacted]

Tell us why here SolarCity has responded to the customer several times through this processThe customer has been advised of the portion of the Main Panel upgrade that SolarCity is willing to coverAs for the 100% off set of the customers electric usage, at no time has SolarCity advised the customer he would get 100% off set of his electrical consumption with the original system The system that was provided to the customer has produced higher than estimated kWhFrom 6/to 6/SolarCity estimated the customers solar production would be 19,kWh and as of 6/1/the customers system has produced 21,kWh SolarCity cannot promise to cover and provide credits to the customers electric utility billing as we cannot regulate the way the customer uses his electricity The request of the customer has been reviewed by our corporate offices and we stand by our decision to require the customer to cover the addressed $for the main panel upgrade, if the customer wishes to proceed with the 2nd contract and systemThis decision will not change The contract for the customers original system will not change and the customer will still pay the same monthly lease payment for the solar panels currently on the roof of his home

Thank you for bring this to our attention our Manager is actively reaching out to resolve the customers concern

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 meI do not want to be contacted by Solarcity ever again and wish to remain anonymous.Sincerely, [redacted] ***

A Customer Relations Manager has been assigned to this customers concern and has reached out to the customer as of [redacted] We are currently reviewing the case for resolutions and will continue to reach out to the customer

Complaint: [redacted] I am rejecting this response because: this is what Solar City does they send a email and never do anythingI spoke to pseg today and they said im using more enegy then im producing with solar, so there is no savings like they had said before I signed a leasing agreementThey dont send anyone out to see if panels are working correctly and they have failed to fix a simple 2xthat broke in February due to ice being stuck on the solar panelFurthermore the gateway is always down and I cant see what the panels are actually doingSolar City should be ashamed of themselves.Sincerely, [redacted]

We apologize for the frustrating circumstance surrounding our customer’s experienceI last spoke to Tiffini on 10/17/ [redacted] and will be following up with her soon

Eight Months after installation of my Solar City solar panels the panel stopped producing electricityWhen I called Solar City to report the problem I was given a scheduled technician repair date eleven (11) days laterWhen I asked who pays the electric company in the meantime I was told that I pay themI was also told that they would evaluate my loss of production every two years and write me a check for the lossMy evaluation date is April The concierge service was useless, simply quoting me the terms of my contractI consider waiting eleven days for repair as very excessiveVery bad service

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

A Customer Relations Manager reached out on 10/10/and 10/16/to address the customer's concerns and we are currently reviewing the account for resolutionThis manager will reach back out soon to update the customerPlease call [redacted] opt [redacted] with further inquiries