SolarCity Corporation

A customer relations manager is tracking the concerns with this customer, a design for reinstalling the system was sent to our customer on [redacted] for him to review and acceptOnce the design is returned and accepted we will be able to proceed with installation of the systemFor further questions please reach out to [redacted] Thank you

Final Consumer Response / [redacted] (2000, 5, 2015/06/09) */ Ms [redacted] : Hope all is well I tried to phone you as well but you must been busy I am writing to you to inform you that the company and I have resolved our issues re: the recent trscenarioI have been working with a new executive at the company (on copy), who confirmed there will be no additional true-upo charges sent to me for the length of my agreement I want to thank you for your utmost professionalism and urgency you exhibitedI am grateful to youPlease mark this matter as closed Best regards, [redacted]

We apologize for the frustrating circumstance that this customer is current experiencing and a customer relations manager is currently in contact with our customer to help come to a resolution for this customers concern. For further questions please call [redacted] , thank you.

A customer relations manager spoke with our customer on 6/9/** and we are currently reviewing the account for resolutionThis manager will reach back out today to update the customer

Initial Business Response /* (1000, 5, 2015/08/06) */
We apologize for the frustrating circumstances surrounding this customer's experienceWe have attempted to complete a savings analysis, but recent communications to our customer have gone unansweredWe will reach out again to address this
concern straight awayPlease call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Absolutely not true I been trying to contacted them and leaving voicemails with no answers as well emails not responded
Final Business Response /* (4000, 9, 2015/08/16) */
We apologizeA customer relations manager will be in touch shortly to assistPlease call XXX-XXX-XXXX with any questions
Final Consumer Response /* (4200, 11, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
an email has been received stating that all my emails received where send to junk folder , as a today 8/21/I haven't been contacted by this company or received any type of resolution other that what they have been giving to me since Feb, "missing documents " and we will review when I have been giving all even a personal password ** have direct access to my energy account so they can retrieve any type of documentation to complete what are they requesting please let me know what other step can I take to resolved this I have as a proved the last emails this company has been sending with nothing that we are going to review on it and If you think I will need to contact a lawyer for further assistance

We understand the frustrating circumstance surrounding our customer at this timeWe will have a customer relations manager reach out to the customer shortly to address his concernsPlease call 888-765-for any questions

One of our Customer Relations Managers is following up to address customer's concerns directlyPlease call 888-765-option for further inquires

Complaint: ***I am rejecting this response because: I received a phone call on May 20,*** from Mariah Holmes, stating that they would be in touch in one weekToday is one week and I did
receive another call from Mariah Holmes, telling me that the billing situation has still not been resolvedShe stated they are still working on itShe did not tell me when this would be resolved, or when I would hear back from them.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2014/09/23) */
Thank you for forwarding the valuable feedback from *** regarding case #XXXXXXXXWe have replaced the system for ***
Initial Consumer Rebuttal /* (2000, 7, 2014/09/24) */
(The consumer indicated he/she ACCEPTED the
response from the business.)

Complaint: ***I am rejecting this response because: the number they give us is the same number
we have called many timesEverytime we called the number we have to wait at least one hour to talk with a real person and we never get a positive response to solve the issueWhat they have given us is to provide a revised design drawings and ask us to apply the permit from ***We have already submitted the application and the *** persists that we should remove the panel first then follow the correct procedure.We have notified Solarcity about the ***'s decisionNow they just want to go back to the same cycle againMy husband has already suffered from this and his health is severely impacted by this issueWe request that Solarcity remove the panel immediately at their own costThey should never install the panels without getting all the permitThis is written clearly in the contract
Sincerely,*** **

Complaint: ***I am rejecting this response because: no one contacted meAt this point solar city has ruined the sale of my home and I rather the damn panels be removed.Sincerely,*** ***

We apologize for the frustrating circumstance that our customer is having currently, a customer relations manager will be reaching out shortly in order to discussFor further questions call 888-765-2489.
Thank you

Customer Relations Management is working with the Operations Team for an update on where were with the roofing issueCustomer will be contacted directly by a Customer Relations Manager

We apologize for the frustrating circumstance surrounding our customer's experienceIn regards to the customer's concerns I see that between 12/29/** and 12/31/**, our Email team replied to the customer's email requestAlso on 12/01/** the customer spoke with one of our Customer Relations Managers
who responded to his concerns that are covered in this Revdex.com ComplaintWe apologize for any inconvenience this may cause and a Customer Relations Manager will be reaching out to the customer soon in an attempt to speak with him and discuss this matter furtherPlease call 888-765-optwith further inquiries

We apologize for the frustrating circumstances surrounding our customer's experienceAccording to the original utility bill presented to us at the time of sale, our customer had consumed 659kWh for a bill price for $***, which demonstrated an average rate of $0.1816/kWhThe SolarCity system was
accordingly priced under this rate, at $*** for the first yearWe invite our customer to send us their utility bills to complete a review in regard to overall consumption trends in an attempt to further understand these concernsPlease call 888-765-with further inquiries

Complaint: ***I am rejecting this response because: I received an email from the company asking me
to email them back or call themI called the day after the email and have not heard back sinceI have spoke with this company on a number of occasions, more than separate times, and I continue to be told different thingsI was told from day that I would have NO ELECTRICITY BILLI just paid *** dollars to *** for a bill I had no idea was coming because I was not told about itThis company has done nothing but violate their own contract on several different parts and then blame me and tell me that if I want to cancel the contract that I have to pay ** *** dollars. Sincerely,*** ***

We apologize for the frustrating circumstance surrounding our customer’s experienceIn regards to the customer's concerns one of our Customer Relations Mangers has recently worked with the customer in AprilThe customers electrician turned off her solar and forgot to turn it back on, this resulted
in the customer not having solar for days in *** also there was a glitch in our software that did not alert the customer that the system was not producing which we have correctedSolarCity has calculated compensation for the customer that was greater than the lost production from the system being offline due to the issue with the monitoring alert; which the customer has acceptedPlease call 888-765-with further inquiries

Initial Business Response /* (1000, 5, 2015/09/14) */
We apologize for the frustrating circumstances regarding our customer's experienceThis job was revised under new regulations with MID (utility company) and SolarCity has been actively working to satisfy their requirementsMost recently, we
have submitted all newly requested information on 9/Please call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a typical stall answer from Solar CityWe were last told that MID rejected the install and that an electrician was being sought to fix the wiringThis was over three weeks agoThere has been no word from Solar City to me about this, and no electrician of any kind has contacted us about doing any workTypically Solar City will say anything to buy more timeThis install began when we agreed to lease a system back in December of 2014! My next door neighbor has a Solar City system and it is up and runningI believe, and have been advised by other customers and by journeymen electricians that the whole design was flawed from the beginningSolar City has done nothing but make promises and then try to blame their shortcoming on othersI was also promised a $check a long time ago for my troubles, but that never materializedNeither has the "special" gift from the management of Solar City that they promisedI have all of their Emails from day one to prove my caseDespite my reaching out to them to simply get updates as to what is going on, no one from Solar City bothers to keep me informedThere was a person who did beforeHer name was *** ***But at some point she was promoted, and now cannot communicate with meSolar City has absolutely no concern for their customers and exhibits horrific customer careI have been in customer care for over years, and can absolutely say that their customer service is the worst I have ever seenI can understand delays, but over months of repeated screw - ups, lies, and misleading dialogue? I just want to get my system up and runningI have already missed the best part of the summer sun, and it has cost me over $1,in extra electric bills
Solar City has also not reimbursed me for a fee that MID charged to them for an inspectionIt came on my regular billing, and when I asked them about it, got no response, so I was forced to pay itSolar City is just an extremely poor company to do business withPeople should avoid having anything to do with this company
Final Business Response /* (4000, 10, 2015/10/06) */
Hi ***,
The customer notified our operations manager that he would prefer no one be at his home until he returned from out of town on 10/We are working actively with the customer to coordinate this final pieceOnce completed, the system should be approved shortly thereafter
Please acknowledge receipt of this response
Many thanks for your help,
*** *** Supervisor

We acknowledge the frustration our customer is experiencing and we are currently working with the customer to resolve any ongoing issues. Please call 888-785-with further questions

Complaint: ***I am rejecting this response because: The salesman recorded the callsHow can I provide them? Solar City has themThe e-mails they also haveI provided the names of the two people I dealt with to Solar CityThey have those e-mails as well. The customer service person was rude and I would appreciate not having to deal with her againThey have all of documentation that they asked forWorst customer service ever.Sincerely,*** ** ***