SolarCity Corporation

(The consumer indicated he/she DID NOT accept the response from the business.)still waiting to be resolved

We apologize for the frustrating circumstance surrounding our customers experienceLast time we spoke to the customer was 6/1/** and one of our Customer Relations Managers will be reaching out to the customer soon to address the complaintPlease call 888-765-option#with further inquiries

A Customer Relations Manager will reach out again to the customer to discuss the concern with SolarCity's initial explanation on the pending refund
*** ***
Customer Relations Supervisor
***

Initial Business Response /* (1000, 18, 2015/08/16) */
We apologize for the frustrating circumstances regarding this customer's experienceThe billing error was corrected within days of the initial complaint and billing was corrected thereafterIf there are still billing concerns, we invite
the customer to call us at XXX-XXX-XXXX with any additional concerns
Initial Consumer Rebuttal /* (3000, 20, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The billing error was not corrected within daysYou are providing informationAdditionally your customer service sucks as all managers who said they would get back to me have yet to respond to me and have never followed upSolar city has poor customer service and I would cancel them in a heartbeat if I didn't have a lease
Final Business Response /* (4000, 22, 2015/08/26) */
We do apologize for the confusionThis complaint was first lodged with our customer relations department on June 22, and the most recent communication that describes the resolution was sent on July 22, The billing error has since been corrected (there was a credit on the June bill) and billing has now returned to normalPlease call XXX-XXX-XXXX with further questions

Complaint: ***I am rejecting this response because: It doesn't address the concern and requests more information The address requested is*** *** *** *** *** ***
Ref: Acct-** ***Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/08/05) */
We apologize for the frustrating circumstances surrounding this customer's experienceWe have processed the cancellation and have taken measure to prevent this from happening in the futureOur energy consultants are obligated to inform our
customers of what they signPlease call XXX-XXX-XXXX with any further questions

A resolution has been determined and we were just pending confirmation on scheduling the necessary repairs per the resolutionDue to the nature of the repairs, SolarCity is wanting to ensure that it is handled appropriately which is the cause of the delayWe have contacted the customer as of 07/to relay this informationAs of 07/25, our scheduling team has contacted the customer to schedule the repairs

Thank you for contacting SolarCity, as of *** this project has been cancelled,per the customers requestWe are sorry that we could not resolve the concerns of the customer that prompted the cancellation requestIf there are any further questions please contact us directly at 888-765-

Initial Business Response /* (1000, 5, 2015/08/06) */
We apologize for the frustrating circumstances regarding this customer's experienceOur customer has been in contact with several of our senior managers and we are working to develop a resolution to the concerns at handUnfortunately, it is
not a simple process to change an active, well-established contract and we sincerely appreciate our customer's patience as we go through the internal approvals processA customer relations manager will be in touch again shortly with an updatePlease call XXX-XXX-XXXX with any further questions
Initial Consumer Rebuttal /* (2000, 7, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** *** reached out to me on August 6th with a satisfactory resolutionFulfillment of the resolution is still transactingAs long as the terms of the resolution are executed as presented I see no reason to pursue further actionThank you

Initial Business Response /* (1000, 8, 2016/01/02) */
We apologize for the frustrating circumstances regarding our customer's experienceThe system was installed on 9/and passed *** on 10/This application was submitted to the utility for approval on 11/and our customer notified us
that their system was approved for activation on 12/A solar installation takes an average of 3-months to complete, and I am happy to report that this job falls within the timelineOur energy consultants do estimate timeframes for system activation, and we have met the timeframe of 1-months from installationThis was explained during the initial site survey appointment on 7/9/Please call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (3000, 10, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only reason the installation made the time table was due to me the consumerI had to track down the SDGE and your company to get the installation doneIf I left it in your hands the installation would have gone on for 2-more weeksThis was an issue at our installation transition pointsYou window of installation is for unseen issuesAll the delays in my complaint is from your companies incompetence, not conditions out of your controlThis is Revdex.com complaintI'm not suing for breach of contractYou customer service and process is flawedI called you back on a customer service call you placed to me and have yet received a follow up callThis is typical Solar City experience
Final Business Response /* (1000, 14, 2016/01/25) */
As the project was completed in the allotted timeframe, SolarCity has satisfied all terms set forth in the contract regarding installation and system activationPlease call XXX-XXX-XXXX with further questions

We apologize for the frustrating circumstances surrounding our customer’s experienceA customer relations manager will reach out shortly to address this complaint with our customerPlease call *** with further questions

A Customer Relations Manager will be reaching out to assist this Customer If there are any further questions or concerns please feel free to reach out to 1-888-765-

A customer relations manager will be reaching out to the customer shortly to further discuss optionsPlease call 888-765-for further questions

Initial Business Response /* (1000, 8, 2015/07/27) */
We apologize for the frustrating circumstances regarding this customer's experienceMassachusetts ACA does have a cap for certain system sizes and the cap was met shortly after this installation was completedSolarCity is working with the
entity that has enacted this cap to resolve this very pertinent concernSolarCity benefits in no way from this situation and we are working to rectify so that we can meet the contractual obligations in our signed agreementAny change to the system size will affect the production of the system, thereby changing the terms of the contractPlease call XXX-XXX-XXXX with any further questions
Initial Consumer Rebuttal /* (3000, 10, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SolarCity's response is disappointingThey are not taking responsibility for the problem they caused and did not directly address any of the proposed solutions, beyond weakly deflecting my suggestion that they change the system to under kwThey are either incompetent for not knowing of the preexisting cap that has been in place for years or intentionally deceptive for installing a solar system they knew would not be turned on without legislation from the state government
SolarCity could have easily avoided the entire issue by installing a kw solar system or smallerAll systems of this size are exempt from regulatory caps
SolarCity needs to choose one of the following resolutions:
Remove the entire solar system
Remove approximately 2kw of panels to bring the total size to 10kw
Compensate us for the savings not realized, which is approximately $per month
Our resolutions are very reasonable and SolarCity needs to take ownership for the problem they caused through their incompetence and or dishonesty
Final Business Response /* (4000, 12, 2015/08/16) */
While we have demonstrated on various occasions that SolarCity was not aware of the system size cap at the time of installation, we are continuing to work toward a viable solution for our customer, as well as several others that are in a similar situationOne of our managers will be in touch shortly to addressPlease call XXX-XXX-XXXX with any further questions
Final Consumer Response /* (4200, 14, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SolarCity's level of incompetency is astoundingThey profess to be the industry leader and the expert in residential solarHow they can claim they were not aware of regulatory caps that have been in place for years?
SolarCity completed regulatory forms for our system that contained a link to net metering cap allocationIt is inexcusable to claim ignoranceThe information was on the regulatory forms they completed!
Link to Website:
https://***

(The consumer indicated he/she DID NOT accept the response from the business.)I am NOT accepting their response, we have been "working" with them for MONTHSIn the mean
time my roof has been leaking for MONTHS! I do not understand what is taking so long, they damaged our roof, we have many pics of the attic and the damage donethey say "no significant damaage" , then they want estimates, we had estimates and now after months they now want someone THEY pick to do our roof?! My husband has worked with them for MONTHS and still nothingThis time frame is uncalled for and ridiculous! Damage is done every time we have bad weather!!!!! WE spent our time getting estimates and letting solar city in/out of our house multiple times, there is NO reason this should be taking this long, we want our roof fixed ASAP before MORE DAMAGE IS DONEWe do not even have the solar panels on our roof for months because they said they were ready to send the check to fix itIts been sitting like that for NO reason, they keep coming up with excuses as to why they cannot send the check to fix the roof, this is ridiculous and solar city is a jokeRyan has played games from the get goAbsolutely NO reason this should be taking this longITS UNACCEPTABLE!!!!!!!!!!!!!!!!!!!!!!

A customer care agent spoke to this customer on *** in regards to this matter, as customer has stated the recent heavy rains has caused unexpected wear and damage to the roof making it so that it needs to be replaced sooner than expectedSolarCity does review the roof to ensure it's stable
to install on but this does not necessarily mean that it will last the term of the contractThe system was installed ***, the reason that the roof needs to be replaced is not associated with the installation of the panels on the homeThere is a clause in contract that was agreed to by the customer that if the system needs to be removed for reasons such as a re-roof there is a $*** fee associated with it. A customer relations manager will be reaching out to the customer to discuss these points again todayFor further questions please call 888-765-Thank you

(The consumer indicated he/she DID NOT accept the response from the business.)I will not accept response until I hear from companyThey have a history of not following through with this matterThank you

We apologize for the frustrating circumstances surrounding our customer's experienceAll lease agreements come with a standard performance guarantee, which protects lease customer against underproduction by paying customers back for any underproduction over a period of yearsThat said, we
understand the system downtime during the first month of production does not make for the best customer experience, and so we have authorized a check in the amount of $*** be sent to this customer in recompense for these concernsThis check was sent out 11/1/** and should be received shortlyPlease direct further inquiries to 888-765-

A supervisor from SolarCity has been in communication with the customer and we are currently in process of completing a savings analysis report for herThe customer provided the documentation needed to complete this report within the last hrsWe will reach out to the customer again once this is completedFor further questions please call 888-765-thank you

We apologize for the frustrating circumstances involving our client. Are Management Team has been in contact with this client to resolve the concern on the account in regard to not receiving her energy credits from her local utilityWe have provided everything needed to the local
utility and the client has been advised she would needs to reach out to Edison to see when she will start receiving her energy creditsThe client is asking us to compensate for delays that were not caused by our company, when it comes to this matter the application was being reviewed for approval by Edison but the client advised that we still needed to provide additional information to Edison, which was not needed because everything had been submittedthe client feels we owe her for the amount of time its taken to be approved, when we have provided the documents required and we can not control the approval timeEdison will be more than happy to advise the client when the credit will be receivedWhen it comes to SolarCity we do not owe the client compensation, for further question please contact us at 888-765-