SolarCity Corporation

As previously mentioned, a check in the amount of $*** has been sent to our customer in recompense for the original errorFor further inquiries, please call 888-765-Thank you

Initial Business Response /* (4000, 11, 2016/01/23) */
We apologize for the frustrating circumstances surrounding our customer experienceWe are looking to resolve this concern for the customerPlease call XXX-XXX-XXXX for further question
Initial Consumer Rebuttal /* (4200,
14, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company has resolved complaint issue please cancel complaint
Final Consumer Response /* (2000, 15, 2016/01/26) */
Company has resolved complaint issue please cancel complaint

Revdex.com:I have reviewed the response made by the business in reference to undefined ContextualSpelling" id=data-gr-id="7">complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

*** *** (More)Complaint filed against: SolarCity Corporation (More)Complaint status: ActivityDate Activity Description03/29/Forward Final Response to Consumer 03/26/Receive Final Response from Business ________________________________________Thank you for your responseThe customer has been advised the need for the Main Panel Upgrade is a utility requirementSolarCity and the customer would need to trench through approximately foot of concrete and would require that the customers driveway be repaved which is beyond installation for SolarCity and would require 3rd party contractors to be hiredThe cost of the Main Panel upgrade and all extra work, would be approximately $and we had advised the customer his share would be $to move forwardWe are not requesting the customer to pay 100% of the cost of the Main Panel upgradeDuring the installation of the customers first system, the main panel upgrade was not requiredThe "split breaker" the customer is referring to was to allow a Amp breaker for the solar system to be placedAt no time during conversations between the customer and our Customer Relations Manager was it advised that he was installing the hot tub and pondWe were advised he could not pay for the Main Panel upgrade due to financial difficultiesThe customer has one system installed on his roof at this timeWe are unable to just add additional panels to the customer current system as it has already been processed with his utility company and approved as isSolarCity cannot calculate system production based off of the possibility that the customer will be installing a Hot tub and a pondThe Utility allows the system size based off of the previous months electrical consumptionWe have made attempts to work with the customer and share the cost of the Main Panel upgrade

Complaint: ***I am rejecting this response
because:I have asked since *** for this fraudulent account to be taken out of my nameI have given The woman dealing with this matter all the paperwork she needs to take my name of this accountAnd again when contacted I am given another excuseAll I want is this account taken out of my nameI didn't open it nor did I give permissionFor name to be used to open it.Sincerely,*** ***

Complaint: ***I am rejecting this response because: The company is stating the obvious My complaint is that the system was never sized correctly to begin with Our electric uses hasn't increase by much, which if the system was done correctly in the first place, should have been able to handle an increase The system WAS under sized! period They need to fix there mistake or take the system away. Sincerely,*** ***

We apologize for the frustrating circumstance involving our customer at this timeA customer relations manager has been working on this concernWe have reached out to confirm the referral on multiple occasions in order to correct this concerns with the payment but we have received no reply in
order to take this stepAs for the matter of the delay of the review of the production, I will be looking into this and reaching out shortly with an update for the customerAny further questions, please reach out to 888-765-Thank you

Initial Business Response /* (1000, 5, 2015/11/29) */
We apologize for the frustrating circumstances surrounding this customer's experienceWhen we do not have average energy consumption for a home, we use the square footage to calculate an estimated offset for the homeownerThe estimated 70%
offset is based on average energy consumption for a house with similar square footageWe request that customer's wait a year so that we can accurately determine what further offset is needed or expected with a secondary systemAs per the contract, the customer is expected to pay for all power produced by the system on a monthly basisPlease call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this responseThis is the same answer they provide in the beginningIf a years time is an appropriate estimate, then they should not offer 70% solar power without adequate detailsThey are receiving tax rebates as well as my monthly charge and are yet to provide anywhere close to the 70% they sold meI feel this is advertising and the company is gaining benefits at my expense
Furthermore I can see based on my daily power consumption that an increase of 20-25KW a day would provide adequate solar power
I feel the company took advantage of the situation to gain a tax creditIf they need a years worth of energy usage, then why did they enter into the agreement with only months energy usage? Square footage is not a fair estimatorNumber of family members, energy efficient appliances, LED lights, pools and so on all factor into energy consumptionSolar city never ask if I had a pool or hot tub(I have a hot tub
I feel these sales techniques are unscrupulous and unethical and the company should be held accountable
It does not take a year to see how undersized the system isThe value of the tax credit far exceeds the cost I am paying for solar power and thus I should be compensated until solar city has provided a system that meets 70% of my usage or 45-KW total daily
I absolutely do not accept this response
*** ***
Final Business Response /* (4000, 10, 2015/12/10) */
Offset percentages are estimatesThis offset percentage is not guaranteed anywhere in the contract as we guarantee production in the form of kWhIt is logical that a lack of historically substantiated energy consumption (in the form of utility bills) would render our offset estimates inaccurate as they are not based on actual energy usageIt is for this reason that SolarCity does not guarantee a percentage offset if a customer's energy consumption increases substantially (even with a designed and installed solar system), their offset will accordingly be lowerEnergy consumption can change from day to day and from season to seasonUltimately, the system production as the system was built is what SolarCity guarantees
We understand our customer's request for additional offset, but given that we did not have accurate energy consumption details to begin with, we would prefer to ensure that a secondary system will be as beneficial as possible by offsetting the highest amount of energy based on actual energy consumptionEnergy consumption varies greatly from season to season, and waiting a full year will allow us to see exactly how our customer uses their energy to appropriately re-evaluate their offset needs
As per the contract, SolarCity is the owner of this system, and we used tax incentives and rebates to lower our customer's energy rateWithout the applications of these incentives, the price per kWh would need to be much higher to account for the full cost of the system ($22,976)To date, SolarCity has incurred all costs associated with site survey, design, engineering and installationAside from monthly charges, our customer has not paid any additional costs associated with this solar systemSolarCity will not be compensating as the system is functioning as intendedWhile our customer may not agree that a year is required to substantiate energy consumption, we feel this circumstance absolutely merits itPlease call XXX-XXX-XXXX with further questions
Final Consumer Response /* (4200, 14, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reached out to customer as requested and am met with the same lack of care or concern for my support
The tax incentive lower cost and make the your rate affordable creating profits for your companyIf you did not have the benefits of the tax incentive then you would not draw the customer baseThe idea that the tax incentive is for my benefit is absurdThe tax incentive creates profits for your companyI would argue that you have not put 22K for my system when you apply the tax creditAgain if you were not able to offer a reduce rate, you would not have received my business at allThis is a simple business return on investmentI would make the analysis that ROI is exactly why you will not consider increasing my systemWithout additional tax credits, your ROI is a bit longer or perhaps if you delay long enough you gain another tax credit?
This response further demonstrates that the company is quick to install a system regardless of adequate historyYet is completely unwilling to satisfy their customers, all the while gaining profits
I can track my energy usage daily and can easily evaluate that a 20-25KW increase in my system would meet my needsI can tell this from the months of data I do have, but honestly could tell this from day This is not that complicated
How can you possible say that my situation merits an additional year, when you were so willing to install the system with little dataAn ethical sales team and business practice would not have entered into an agreement in the first place all the while knowing you had insufficient data to fairly estimate energy usage
For a company that solicits their users to sale their system to friends and family, I am shocked that you provide this type of customer care
The bottom line is while all business is about profit, some business chose do conduct themselves ethically and when issues arise, that take actions to satisfy their customersSolar City appears to have low ethical standards and a general lack of concern for their customers
Again an increase in solar production of 20-25KW additionally daily at the same or lower cost and compensation for the lack of saving promised by your company is resolution for this issue

Thank you for contacting us, we will have a Customer Relations Manager reach out to the customer shortly to address their concerns For any questions please call ***

We apologize for the frustrating circumstance involving our clientWe have someone reaching out from our Management Team to check into the concern, for further question on this matter please contact us at 888-765-

Initial Business Response /* (1000, 5, 2015/11/22) */
We apologize for the frustrating circumstances surrounding this customer's concernsA manager will reach out to our customer shortly to further address and resolve these concernsPlease call XXX-XXX-XXXX with further questions
Initial
Consumer Rebuttal /* (3000, 7, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have spoken to several managers with no resolutionJust another stall tacticI want dates and times as to when someone will come out and correct the issue
Solar City's reply is generic at best
Final Business Response /* (4000, 9, 2015/12/06) */
Our customer relations manager *** has spoken with our customer and explained our timeline for completionWe expect the utility company to deliver their approval shortlyPlease call XXX-XXX-XXXX with further questions
Final Consumer Response /* (4200, 11, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company refuses to take ownership for the many missteps in this processTheir responses to this complaint are vague and do not address the overall complaintThe practice of holding consumers hostage for more than eight months is not acceptable, Solar City needs a change in practice as this is clearly not fair to the consumersThe vague response to consumer complaints is an insult plain and simple! This company's customer service is horribleExplain the "why" it is taking so long especially when my neighbors system was installed after mine by Solar City and they have been off the grid for two months now, explain that to me, how does this happen? I want concrete answers and not vague responses

This an update to this email I sent earlier this yearStill have not heard back from them about
thisThey have yet to call, send letter or email me about thisIf they did call they did not leave a message and the numbers did not show they were from Solar CityThese people do not care about this because they think that they have you in this contract and there is nothing that can be doneI changed numbers just before Thanksgiving so there is still no excuse for not trying to get this taken care ofThey need to come and remove these panels and other equipmentThey must then repair any and all damage done to my roof and house (inside & outside)They knew when signing up for the service what was going to happen but withheld it because they wanted another sucker into there group*** ** *** ***

Thank you for your responseThe customer has been advised the need for the Main Panel Upgrade is a utility requirementSolarCity and the customer would need to trench through approximately foot of concrete and would require that the customers driveway be repaved which is beyond installation for SolarCity and would require 3rd party contractors to be hiredThe cost of the Main Panel upgrade and all extra work, would be approximately $and we had advised the customer his share would be $to move forwardWe are not requesting the customer to pay 100% of the cost of the Main Panel upgradeDuring the installation of the customers first system, the main panel upgrade was not requiredThe "split breaker" the customer is referring to was to allow a Amp breaker for the solar system to be placedAt no time during conversations between the customer and our Customer Relations Manager was it advised that he was installing the hot tub and pondWe were advised he could not pay for the Main Panel upgrade due to financial difficultiesThe customer has one system installed on his roof at this timeWe are unable to just add additional panels to the customer current system as it has already been processed with his utility company and approved as isSolarCity cannot calculate system production based off of the possibility that the customer will be installing a Hot tub and a pondThe Utility allows the system size based off of the previous months electrical consumptionWe have made attempts to work with the customer and share the cost of the Main Panel upgrade

Initial Business Response /* (1000, 5, 2014/05/13) */
Thank you for forwarding the valuable feedback from *** *** 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 *** and made prompt contact via phone and email
It is never SolarCity's intent to be deceptive in any wayWe sincerely apologize if this is how *** feltThe contract is not executable until the site survey has been performed and the design has been completedThis information should have been relayed to ***We are working closely with our sales department to make sure each customer understands exactly what they are being asked to sign
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 ***
Initial Consumer Rebuttal /* (2000, 7, 2014/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive confirmation that the contract had been cancelled and a phone message was left for me by a Vice President of Customer CareSo my exact issue has been resolved
The statement in the response that "the contract is not executable until the site visit" is not backed up in writing within the contract and the salesmen never discussed a contract with me so it is still unclear to me what steps they are taking to ensure that the salesmen are clear and up front with the potential customers
Because of the value of the contract (years X approximately $per month = $36,000) and the implications to the real estate that has the contracted system on it, I do not believe that Solar City takes this issue of fraud by there sales people as seriously as they should
The fact that they apologized for how I "felt" is an indication of thisThe fact of the matter is, their salesmen executed a contract with me under pretenses, using deceitful tactics and being dishonestI really want other potential customers to be aware of this so they are not put in the same situation which could lead to financial hardship for some

Complaint: ***I am rejecting this response because: I did pacifically ask solar city mrDavid Kim(586)945-representative that doesn't have a lien? what would happen if I sold this house later tomorrow? He say no lien and no cost to remove because this is rental And as soon as I find out about the lien/Solar city call UCCThe solar city mrDavid Kim representative did not even know UCC was on the contract As soon as I talk to mrDavid Kim he did not even know UCC was exists he never heard that name UCCHe was surprised when I told him what's going on, and he even told me text him the paper so he can ask his supervisor what is UCC mean Specially I toe MrDavid Kim at the beginning this is house is business And I purposely asked all kind question about a lien about what will happen we moving the solar and my business/money/house And all this time I was the one asking them why put a lien on my Business/name? I was the one that keeps on calling and asking what is going onIf the representative at solar city don't even understand/know UCC so that mean they are lying and keep a incorrect information. Sincerely,*** *

(The consumer indicated he/she DID NOT accept the response from the business.)Sounds like the last response? Still talking about pond and hot tub that is not hooked up or have ever been hooked upPlease do a site inspection to verify this if you would likeThe main issue is this: We were sold a system that was to give us 100% of our electrical needs according to the *** ***, salesman for solarcityThe system we found out was designed by their engineers to produce 56%We want what we were told we would be gettingPeriod

A Customer Relations Manager will reach out shortly to address this complaint with our customer and provide the additional findings on our customer's accountPlease call 888-765-with further questions

We apologize for the frustrating circumstance surrounding our customer’s experienceOne of our Customer Relations Managers has reached out as of *** *** to help address the concerns and conduct a savings reviewPlease call ***, optwith further questions

Complaint: ***I am rejecting this response because: they have contacted me by email and I responded and they have not responded sinceI have made two phone calls to their customer service rep only to leave voice mail messages and still no responseTheir customer service in dealing with this matter appears to me to be very poor and slowI have been dealing with them of over a year now and this is the same method of response I have received in the pastThis is the reason I filed a complaint with the Revdex.com, because of this company's lack of cooperation and their method of stalling in hope that the customer will simply stop complainingThis is not a complex matter -- in my opinion they have installed a defective or substandard system and I want it corrected
Sincerely,*** ***

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