SolarCity Corporation

A manager has reached out today to address our customer's concerns regarding the language in their contract regarding automatic debit and the associated discountFor additional assistance, please contact us directly at option Thank
you

We apologize for the frustrating circumstances surrounding our customer's experienceBecause SolarCity does work with many 3rd parties to build and install a customer solar system for our customers, we are sometimes subject to delays in their timeline*** has received all applicable application
information and we are simply waiting for their final approval before activating the systemPlease call 888-765-with further questions

We apologize for the frustrating circumstance surrounding our customer's experienceA Customer Relations Manager reached out to the customer on 9/10/** to address our customer's concernsFor any further questions please give us a call at 888.765.2489, option

Initial Business Response /* (1000, 5, 2016/04/04) */
We apologize for this frustrating experience surrounding our client's accountOur Management team has made contact with the client and we are working towards a resolutionFor Further inquiry please contact XXX-XXX-XXXX opt
*
Initial Consumer Rebuttal /* (2000, 7, 2016/04/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A representative of Solar City called me and said they would send a technician to my home to meet with my electrician and together they would decide if Solar City is at fault or not
This is what I have requested all alongAssuming the company fulfills this promise, I will satisfied with the outcome
Thank you for your help with this matterYour response time was very impressive
*** ***

Hi there; I have something to add to the response I gave earlier today in regards to complaint #***I checked our mail today and found a letter to me from SolarCityIt was dated "*** ***", so I can only assume that it is in regards to my complaint, although it was not referencedThey said that they did an "annual tranalysis" of my Power Purchase Agreement with SolarCitybut this is the very first such "analysis" I've receivedEverThey sent a checkFor $***This is about $*** short of what I expectI do not accept their resolution, so I will not be cashing the checkBest, ***

The customer relations
manager that has been handling this has not been able to give any updates every time I callHe sets up times to call me back and I dont recieve those callsI am very frustrated and unhappyIf this issue is not resolved by the end of august I am seeking a lawyer and sueing the company for breaching my information
Complaint: ***I am rejecting this response because:Sincerely,*** ***

Complaint: ***I am rejecting this response because: I returned their calls twiceI got voice mail and left messagesThey fail to realize that I am on the east coastI do not have voicemails for all of the dates they mentionedSet up a time for a phone call that is convenient for allEmail some dates and timesYou always call when nobody is here or at the dinner hourMy best times are in the mornings and nobody is in your offices at that timeSincerely,*** ** ***

they can call us at *** ** ***Complaint: ***I am rejecting this response because:Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/27) */
We apologize for the frustrating circumstances surrounding this customer's experienceOur site survey determines whether or not a home is "installation-ready", and despite a survey going well, it does not mean that the home is structurally
soundIn order to determine this, our design and engineering team review the information collected at the site surveyIn this instance, the home was not deemed installatin-ready as there were structural concerns discovered by our engineering teamSolarCity has offered to contribute $1,to this project and the homeowner, but this customer has chosen instead to cancel the projectWe apologize for any inconveniencePlease call XXX-XXX-XXXX with any questions
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were told by the solar energy consultant *** Anderson that we would not be responsible for incurring any such costsAt the end when such a circumstance does arise it is not ethical to make us responsible for such costsIf it is an error on your part you should own up to itI as the consumer should not be responsible for itThis is not the way business should be doneOmer out our trust in you and as are expecting you to follow through on your promise
Final Business Response /* (4000, 9, 2015/07/29) */
We work with our customer if any upgrades are needed prior to installing solar panelsIn this instance, the necessary work is both beyond the scope of SolarCity's immediate crew and would require an outside subcontractorThis was discovered until the site survey had been completedSolarCity bears no financial responsibility for upgrades required to proceed with solar panel installationThat being said, the company has offered to contribute significantly to the upgrade, but our customer has declined this optionPlease call XXX-XXX-XXXX with any further questions

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because: nothing was ever sent to us and no one had called us what so everThis is a total lie.Sincerely,*** ***

Initial Business Response /* (1000, 8, 2015/07/09) */
We apologize for the frustrating circumstances regarding this customer's experience with usWe take precautions to ensure that all documentation is signed securelyThe terms of the contract stipulate the agreement between SolarCity and our
customers and we provide them with the contract immediately upon signingWe will reach out to address this customer's concern shortlyPlease call XXX-XXX-XXXX with any additional questions
Initial Consumer Rebuttal /* (3000, 10, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Solar City does not address our complaint and does not offer any form of resolutionIn an ideal situation, what was described above is how the business transaction should have goneHowever, that is not how our transaction wentA good middle ground would be for Solar City to take accountability, address our concerns, and offer some sort of resolutionWe feel extremely taken advantage ofWe don't feel comfortable doing business with a company that has unethical business practices and that is unwilling to straighten out a lie that was told to us in our home just to get our business
Final Business Response /* (4000, 12, 2015/07/22) */
We do apologize for the frustrating circumstances once againThe signed agreement between SolarCity clearly lays out the expectations on behalf of the customer as well as SolarCityAs solar energy can be a new prospect for many customers, we recognize the intricate nature of the process and encourage our customers to read their agreement in its entiretyOne of our managers has been in contact with this customer and is working to set appropriate expectations for the solar systemPlease call XXX-XXX-XXXX with any questions

Complaint: ***I am rejecting this response because:
I am not accepting until I actually receive the refund that I am owedI was called today by Solar City and was told that a check was cut today and should be sent to me by the end of the week.
I have been told before that I was receiving a refund check prior to contacting the Revdex.com and have not received anything
Once I receive my owed refund I will have the complaint closed
Sincerely,*** ***

A Customer Relations Manager called on 10/5/and spoke to the customer about his concernsThey are being addressed at this time

At this time we are having the customer new statement reviewed by our operations and design teamWe will follow up with the customer with our decision shortly

We do apologize for the delay in responding to this important customer concernA Customer Relations Manager will be reaching out in the next hours to speak with the customer

Initial Business Response /* (1000, 5, 2015/06/05) */
Thank you for forwarding this valuable feedbackAs *** states we do absolutely install for down, however, this does not mean you do not have to pass * credit checkOur contracts are 20-year agreements so we need a credit passer **
ensure monthly payments over the life of the contractWe apologize for any confusion this may have caused

Complaint: ***I am rejecting this response because: I have not been contacted within the time frame
stated I also requested that my account with Solar City be canceled over a week ago and asked for confirmation from them that it has been cancelled since they have told me they are unwilling to honor their sales person word prior to me contacting the Revdex.com I have yet to receive confirmation that my account was cancelled Sincerely,*** ***

After researching for a year and soliciting bids, I got a Power Purchase Agreement with Solar City Their estimate came in better than the initial sales contact had guessed, and the actual performance of the system has exceeded their predictions by about 20% Everything was installed correctly and was up and running within weeks of signing the contract When an inverter needed to be repaired, they schduled the service call within days, and kept working at software issues until they resolved them Communication can be a little slow sometimes, but nothing that would make me give them a negative rating I love my system, it looks great, and I'm saving almost 30% on my energy bills

We apologize for the frustrating circumstances surrounding our customer's experienceCurrently, the system is awaiting finance approval, which we anticipate for the end of the current month, and thereafter, the project will be reviewed by the utility company (SCE) for approval to activate the
systemThe average project timeline for solar panel installation is between 5-months totalWe apologize for the delayAll solar panels are insured by SolarCity and all warranties are guaranteed from the date of system activationOur photovoltaic systems do need to be formally approved by investors, which is how SolarCity is able to provide a site survey, design and installation of the panels at no out-of-pocket cost to our customersPlease call 888-765-with further questionsThank you, Ryan Reed | Customer Relations Supervisor | SolarCity | t: 888.765.2489,,CA CSLB 888104, MA HIC **8572/EL-1136MRClick here to view our complete list of license numbers by state