SolarCity Corporation

A Customer Relations Supervisor has spoken to both *** * *** *** about the billing issue
A response from the billing department came back quickly and a second call was placed to the customer
Despite this not being a quick fix, the customer has been updated with new contact information for
their agent at SolarCity
Customer seems happier now that they have a new person and have had a transparent conversation with the frustrations over the situation at hand

A Customer Relations Manager will be reaching out to the customer to further assistIf you have any additional questions or concerns please reach out to our Customer Care Team at 1-888-765-

Initial Business Response /* (1000, 11, 2015/09/24) */
We apologize for the frustrating circumstances regarding this customer's accountOur agent Jeanean indeed misquoted the contract price, but corrected herself shortly after conferring with our billing specialistsAn amendment was signed on
2/18/acknowledging the rate of .2597, which is located on page of the amendmentIf the customer is lacking the copy that was signed via their email address, please call XXX-XXX-XXXX and we can send an additional electronic copy immediately
Initial Consumer Rebuttal /* (3000, 13, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They admit they mislead usWe were never told they were raising our charge for the production of electricity that we producedThey also admit in line of their response "If the customer is lacking the coy of the signed via their email " We never actually signed thisWe were only told there was a change being made because of where the unit (panel) was being installedNEVER ONCE were told they were changing the rateAnd why would anyone change a rate to more than double and why would anyone agree to this type of rate increase? We never agreed to it and would never had agreed to itThis is more than double our bill through PGE why would we do thatIT IS NOT Saving us anythingThey are trying to avoid the whole issueWe DO NOT and will NOT accept their reasonThis needs to be taken further and will beThey need to try and explain why they raised the amount charged for production of electricityThey cannot I am very sure
Final Business Response /* (4000, 15, 2015/10/08) */
The contract clearly lays out the agreed to pricingOur DocuSign is secure and confirms and agreed-upon rate of $0.2597/kWhOur documentation attaches an IP address to all documents as well, and this contract is shown to have been signed in Merced at the customer's residenceWhile reviewing, our agent did complete an investigation to confirm the final pricing which was ultimately determined to be $A customer is provided a copy of their contract and all documentation immediately upon signing, but if they have misplaced, we can happily provideWe are still looking into additional options to amend the contract and request patience as we consult with our investors on the feasibility of changing the contractThis can take up to several weeksPlease call XXX-XXX-XXXX if you have any further questions
Final Consumer Response /* (4200, 19, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The contract clearly stated at the beginning the agreed upon priceThey changed the price for no reason and they are refusing to provide a reason for the sudden change of priceThey pressured us into signing an amendment stating there was only one change that was to a change of where the actual box was going to be locatedThere was NO mention of a price changeThey swindled this price change in without discussing this change or making us aware of the changeThey negotiated in bad faith and also misrepresented the true contractThey have continued to refuse to justified or even give any reason as to why the drastic change in price for our production of solarWe will continue to fight this price increase until they can legitimately give proof of why the price was increased and what caused the price increaseThey are refusing to do this because there is no reason they tried to slip this by another consumer thinking they would not notice and or would not careThey are acting in bad faith and near to criminal acts

Complaint: ***I am rejecting this response because: SolarCity's last point of contact was on 6/27/I filed another support ticket with them on 7/5/** and still have not heard anything from themI paid ~ $**,USD for this systemTheir failure to provide me with status updates on the problem is a concernThe odds of me being the only person ever to have this problem are slim to noneThey seem unwilling to send a person out to my house to get the equipment in proper working order.Sincerely,*** ***

signed with these people in may, was told install would be septjust called them feband told them I was going with vision solargood riddance!!!

Initial Business Response /* (1000, 5, 2016/01/04) */
We apologize for the frustrating circumstance surrounding our customer's experienceIn regards to the ACH agreement and how it works, I see on 12/29/our customer care agent attempted to call the customer but was unsuccessful in speaking
with *** directly so they left a voice message briefly describing the ACH processAlso on 12/29/our customer care agent followed up with an email to explain the ACH process and that it is indeed a discount not a charge to the customerWe apologize for any inconvenience this may cause, and a Customer Relations Manager will be reaching out to the customer soon to attempt to speak with him and discuss the information relayed on 12/29/Thank you

Initial Business Response /* (1000, 10, 2015/11/16) */
We apologize for the frustrating circumstances surrounding our customer's experienceThe panels were activated on 11/12/A customer relations manager will reach out shortly to speak with our customerPlease call XXX-XXX-XXXX with further
inquiries

Revdex.com:I have reviewed the response made
by the Solar City business in reference to complaint ID ***, and find that resolution process is not yet completed, thus we have not reached
a final outcome as of this date 7/25/**. I do expect the outcome to be acceptable based on current discussions. This is Pending at present
Sincerely, *** ***

Complaint: ***I am rejecting this response because:
They are lying like they did when they sold me on the sack of liesI am not stupidI have saved NOTHING and in fact paid more to Solar City than I ever did my electric company( I can produce my pre solar bills)Indeed they ran some numbers, the very same numbers they used to entice me to signThere saving are 100% smoke and mirrorsNO one can save a dime going solar unless there electric only bills near $*** a month, yet they will sell ya on $** a month knowing full well you will loose moneySeriously do I have to do this without Revdex.com helpThis company uses scare tactics, lies and half truths to get a signiture, then takes your payments and sells them to bond holders or Elon musk, who in turn borrowed the money from the Gov't through his shell company space-ex. In addition they stated my house would be worth more, when in fact it is worth lesswho in their right mind would take over a year lease that was designed for the previous consumption of the then ownersThe answer is clear no oneIt has been stated by every single real estate agent I have spoken to. Solar makes homes far less desirableIn fact some agents will not even list a home with a solar lease or ppaIt's all part of the pack of lies that Sc commissioned agents tell youTrust me there are thousands of angry people who have taken to social media and thousands that have yet to fileIt is my sincere hope that they/ you get shut down, but if they do not I will keep up the fightIn all my years I have never seen a more criminal companyAs I have stated in the past no new solar will EVER take place within a mile of my home,I have thwarted several sales and will continue to thwart themThe easy way out for the company is to rewrite my contract to save me money, not for SC to make all the moneyThey won't do that because they can't save people money without falsely writing bogus contracts that they know full well are leaving the customer holding the bag 2.9% esculator is 70% higher years later, indeed another lie that they forgot to mention. I have visited social media where hundreds of people emailed me with new ones daily, so many that I had to stop because of so many emails begging me to lead the fightThere is nary a good word on the net about Sc, unless its on the Sc site where everyone is happyGee I wonder why this is? maybe you are able to remove the negatives on your own site, yes that must be soYes I have discovered your lies there alsoGo ahead and ignore me, its costing you sales weeklyI have far too many panels on my roof and you know this is so.Sincerely,*** ***

Complaint: ***I am rejecting this response because: they have not reached out to me!! I have not received any messages or calls from them!!!Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/30) */
We apologize for the frustrating circumstances surrounding this customer's experienceA manager will reach out shortly to address our customer's concernsPlease call XXX-XXX-XXXX with further inquiries

(The consumer indicated he/she DID NOT accept the response from the business.)as of 4/4*** we have received a check to repair roofWe had an appt with solar city to remove the 2nd 1/of panelsAs of 9:20am 4/4*** NO ONE has showed for the appt to remove panels or called to cancel appt

Initial Business Response /* (1000, 5, 2015/12/10) */
We apologize for the frustrating circumstances surrounding this customer's experienceA manager will be in touch shortly to resolvePlease call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The
consumer indicated he/she DID NOT accept the response from the business.)
I received a phone call from Solar City on December 11, from a representative wanting to resolve the disputeShe asked that I have my referral contact themI had my referral contact Solar City via email and via the direct line provided to meI have not heard back from Solar City confirming receipt of these communicationsI have called the direct line times and left voice messages since December 11thI am looking for confirmation that they have receieved confirmation of our referral
Final Business Response /* (4000, 9, 2016/01/02) */
After connecting with the referree party on 12/29/and confirming the referral, a payment was generated and is on its way to our customerOur customer can expect the referral check in approximately 1-weeksOur customer was notified of this development on 12/30/Please call XXX-XXX-XXXX with further questions
Final Consumer Response /* (2000, 11, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Solar City has finally agreed to make well on their sales pitch promised to us over year ago

One of our Customer Relations Managers is currently in contact with our customer and the amount of $*** has been resolvedWhile we cannot move the agreement out two months, we are reviewing a customer satisfaction payment for the delayOur Customer Relations Manager will have resolution for this customer in the coming week and will reach out to discuss with our customerPlease call 888-765-optwith further inquiries

We apologize for the frustrating circumstance surrounding our customer's experienceIn regards to the One Month on Us program, the customer receives the reimbursement check once a full month has been completedThe customer received permission to activate their system on March 3, ***, so March
would not have been the first full monthThe customer was reimbursed for their April *** invoice in the amount of $***Also, a SolarCity invoice will only reflect the amount of energy produced by the solar system for a particular month, as we do not monitor the customer's consumptionThe cusotmer can calulate the lifetime production of his system by adding the prdocution amounts from each SolarCity invoiceThe customer will also need to contact his utility to verify how much he is consuming and to receive a better understanding on how to read his utility bill now that the cusotmer has gone solar
In regards to the reimbursement request, the customer is not owed a reimbursement because he is only purchasing the energy produced by the systemThe customer's contract does not reflect/state that SolarCity will reimburse for energy not produced when the system is down as per the customer's contractThe customer has a copy of their contract for their review and recordsIn reference to the NV Energy power outage - the solar system is tied into the grid, so when a power outage is experienced the solar system will also lose powerThe solar system does not work as a back up generator for the homeHowever, once power is restored the solar system will reactivate
If you have any further questions please give us a call at

We apologize for the frustrating circumstance surrounding our client, someone from our Management Team will be reaching out to address the concern For further question please contact us at 888-765-

Initial Business Response /* (1000, 5, 2015/04/28) */
Thank you for forwarding this valuable feedback from our customerIt does look like we have spoken to him on 12/23/2014, 2/13/2015, 4/09/and 4/23/We have explained to him on these occasions that he is still tied to the grid of his
electric company, therefore will have a bill with SolarCity and with his utility company
His contract is a PPA ( Power Purchase Agreement) where he has agreed to purchase power from us and his utility companyThe rate for his solar is lower than his rate with the utility company
We apologize for any misunderstanding as we pride ourselves on being transparent with our customersWe asked him if he had the opportunity to read his agreement and he *** yes and that it *** he would only have one billWe advised his agreement does not state that and he disconnected the callWe are happy to go over this information with him in detail if he would like
Please call XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe I have been misinformed and mislead by SolarCity CorporationI was NOT properly educated and informed about this productBefore I singed up with SolarCity, What I was told and understood to be from the people who called me several times is that if I switched from the Electric company ( Nationalgrid ) to Solar, my monthly bills will be reduced by %That was what I was told repeatedly and that is what I believed to be the case.And then found out, after a couple of months, that is in fact NOT the case
It was also my understanding that once I sign up with SolarCity my monthly payments will be less by % and get just one bill from SolarCity for my electric consumptionThere was no mention during all the conversation that I will have two accounts, one from Nationgrid and another from SolarCityNot once did any one say that the bill from solarCity is in addition to the Nationalgrid billIf I had known that, there is no way I could have signed up for this deal.Not what so everThey were NOT honest with meI believe they were telling half truths and misinformation, all along, about their product
With the understanding that I will get my electric power from the Solar panels,I switched off the National Grid and switched on the SolarCity Unfortunately ,but there was no juice to power the house from SolarCityMost of all I was getting two billsOne from my electric company and second bill from SolarCityI did not see a reason to pay SolarCity since I was not getting any power from them.So I switched off the Solar panels and refused to pay their bill
I feel that SolarCity may have taken full advantage of my limited English They did NOT attempt to explain and educate me about their product and the process before they have me sign a piece of paperIf I had known I was signing for electric supply in addition to what I already have , I would not have considered it for one momentThe only I reason agreed to have the solar panels in my home is because I was told, many times,that it was will save me 70% of my monthly bill I was paying National Grid ( that is if I switched to SolarCiity )The 70% reduction was what I was repeatedly toldNow that I know what the truth is , I am asking SolarCity NOT to send my any more bills, since I have NOT received any benefit from their solar panelsCurrently all my electric power needs is being satisfied by Nationgrid and happy with that
Thank you
Final Business Response /* (4000, 9, 2015/05/08) */
SolarCity has tried repeatedly to explain his contract to himHe did sign a legally binding contract with usWe ask that he turn his system back on so he can receive benefit from the systemOnce it has been up and running for the period of one year we will be able to complete a detailed savings analysis for him to show him his savingsPlease call Customer Care at XXX-XXX-XXXX
Final Consumer Response /* (4200, 11, 2015/05/21) */
Hi,
I stand by what I *** in my previous statement.If Solar City Corp has , as they claim, explained to me about the deal they had me sign I would have never done itWhat I was told repeatedly is that if I switched to solar, I will save % from my current electric billThat is what I was told and that is what I believed and expectedSo I will ask Solar City again to please remove the solar panels from my roof and terminate the agreement I signed with out being properly informed and educated about their productI feel like that I was lied to about this whole thing
Thank you
Thank you,
*** ***
___________________________

Complaint: ***I am rejecting this response because:
I finally got a hold of *** *** on ***, she
says that Solar panels placed are enough to generate enough to save me money and if I want more paneles then I will have to draw a new contract, a new system and I will charged be charged for the new systemI told her about my conversation with *** *** ( Initial repfrom Solar City) when they were installing the panels back in *** when I requested more panels at the time of installation when I felt that number of panels looked to small, I was reassured that if I needed more panels then they will revise and provide me with additional no cost to me*** then said she is on a vacation for a week and she will look into the messages between me and *** *** at the time of installation and get back to me today ( ***)Guess what she never called me today at **am as promised I spoke to a rep*** at *** *** ( my electric company) on *** and she tells me that from the records she sees that Solar panels produced very little energy to save me moneyS my thought is that Solar City deliberately gave me few panels knowing this would not e enough even after I objected at the installation with a promise, got my business and now washing their hands off of me and telling me that I will have to pay for more panels for more energyThis is surely a scam!! I want more panels for more energy that I deserve. Sincerely,*** ***

We apologize for the frustration surrounding our customer's experienceA Manager will be reaching out to the customer within the next hours to address their concernsFor immediate assistance, please contact us directly at

Complaint: ***I am rejecting this response because: I
spoke to Tera Mills, Customer Relations Manager, Tesla on March 9, and they have refused to reimburse me the $damage that they caused to my roof. I consider this matter unresolved and want the public to know about this matter. Sincerely,Donna *** *** *** *** *** *** *** *** ** *** ***