SolarCity Corporation

Initial Business Response /* (1000, 5, 2015/08/18) */
We apologize for the frustrating circumstance regarding this customer's experiencePower from the system is first and foremost provided to the homeTherefore, if the system "overproduces" (that is, produces more than we estimate) and the home
is currently power at the rate of production, all power will be provided immediately to the homeIf the home is not currently using power at the same rate of production, the power must go back to National Grid to generate a creditThis customer has been in contact with our manager *** and we will continue to work on all pertinent concerns that are presented on this customer's behalfPlease call XXX-XXX-XXXX with any further questions

We apologize for the frustrating circumstance surrounding our customer's experienceA Customer Relations Manager will be contacting our customer shortly to discuss his concernsPlease contact us at 888.765.2489, option with any further questions

One of our Customer Relations Managers will be reaching out directly to the Customer with any further questions or concerns If you have any other questions please call *** *

While we have not been enforcing this portion of the Agreement until recently, this stipulation was agreed to as noted in the previous responsePlease call 888-765-with further inquiries

Initial Business Response /* (1000, 5, 2015/10/02) */
We have spoken with our customer and have an appointment to visit the home on 10/5/Please call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the
response from the business.)
Not, super happy with a re-certificate invert erAs long as it works for the warranty periodI'm happy
***
Final Business Response /* (4000, 9, 2015/10/19) */
We spoke with our customer on 10/to schedule an on-site visit, at which time the customer notified us that he does not yet have working internetWe will ensure that all is working properly once we are able to make contact with the equipmentPlease call XXX-XXX-XXXX with further questions

Complaint: ***I am rejecting this response because: The issue will continue as long as they take in excess of days to
process a payment for which they have cashed the check and during that time they generate the next billA representative called from Solar City to tell me that there was no problem, not to listen to my issue and try to resolve itTheir incompetence will be repeated each and every time we receive a billI do not accept their response because they offered no resolution.Sincerely,*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)Because NOW they are trying to charge me for electricity that my system wasn't producing while it was turned offFor six weeks my system did not work I don't believe I owe them money for this timeI want this system off my house or they can give it to me, however it has BEVER worked as promised, and I want it goneThis company does not know the what the words customer service means and I am sick of dealing with them

We apologize for the frustrating circumstances surrounding our customer’s experience. A customer relations manager reached out on 3/6/to address and we are currently reviewing the account for resolution around 3/12/This manager will reach back out after that date to update the customer. Please call *** with further questions

Initial Business Response /* (1000, 5, 2016/01/18) */
We apologize for the frustrating circumstance surrounding our customer's experienceIn regards to the customer's concerns a technician was dispatched as noted on 01/14/to repair the systemThe customer also has a Performance Guarantee
(outlined in the agreement under Performance Guarantee and Limited Warranty; Section subsection C) with the system where we will pay the customer directly at two year intervals if the system does not meet the guaranteed amount listed per agreementWe apologize for any inconvenience the lack of production may have causedA Customer Relations Manager will be reaching out to the customer soon in an attempt to speak with him and discuss this matter furtherPlease call XXX-XXX-XXXX optwith further inquiries
Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response promises that a customer relations manager will be reaching me but this is not a solutionI don't need another phone call, but I need a solution
(1) The rate they will pay me back for the difference is unknownOn the contract it shows the example rate of 0.10/kWh, but this rate does not cover even 50% of my PGE billsThey should pay me back at least 100% of my PGE bills
(2) On the contract, it says the System's electrical output during the first years shall not be decreased by more than 15%After months, I noticed less than 46% decreaseEven if the adjustment performed on 01/14/was successful, the first year output will be at least 34% decrease
(3) The payback guarantee is good for the customers whose production was less than 15%My solar panels produced less than 34%This product did not have a quality to sell
I don't need the apology or another phone callI need an actual solution here
Final Business Response /* (4000, 9, 2016/02/02) */
A Customer Relations Manager is currently reviewing this customers account along with the addition information providedWe will be reaching out to the customer soon to discuss a solutionPlease call XXX-XXX-XXXX optwith further inquiries

A customer relations manager is currently working with the customer to address his concerns

Complaint: ***I am
rejecting this response because: At this time received two voice mail messages from Solar city Customer service, in which I have called back - times and left messages. Just today I have just received an email from their customer service department rep. Nothing has been done so far except for a voice message indicating that they know I have filed a complaintSincerely,*** ***

Thank you for reaching out to SolarCityWe are in active contact with the customer to review and address the complaintPlease contact us if you have further questions at 888-765-

Complaint: ***I am rejecting this response because:
The system is finally activated after nearly months. It turns out the paper work they sent in with the application to turn on the system was lacking details. Had they just sent in the proper paper work this wait and all the phone calls and emails I've had to put up with would not have been an issue. They need to do their job better on their end, this should never have taken this long to resolveI am happy to have the system up and running, but I cannot say anything good about the process
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/15) */
We apologize for the frustrating circumstances surrounding this customer's experienceA UCC-is not a lien, but rather a fixture filing that is included in the contractSolarCity can temporarily remove this filing if the customer is
refinancing or for similar circumstancesPlease call XXX-XXX-XXXX with further questions

We are working with a remediation company so we can address all of our customer's concerns. Please call 888-785-with further questions

We understand the concerns that the customer currently has, as he has stated he is planning on filing in small claims court to resolve this matterSolarCity has yet to receive any documentation reflecting this and will reply once they have been receivedFor further questions, pelase call 888-765-Thank you

Complaint: ***I am rejecting this response because: Again this is just some more of their stall tacticsI have heard "the refund is currently being processed" since the end of ***
So how long does it take to write a check and mail it ? If they really intended to pay me it would have happened by now. Sincerely,*** ***

We have reached out to the customer again to go over what the customer is calling a lien is actually a UCC-Fixture Filing that is for our equipment It is not against her home or business and if the home is refinanced, can be removed temporarily until the refinance is completedWe also discussed that if the customer sells the home, our reassignment team will work with their new buyer to transfer the solar to the new ownerSolar is very popular and many buyers seeking solar homes to lower energy costs
We have a settlement for the customer to remove the system but it will be at a cost to the homeownerWe would like to move forward to make the corrections sited by the Utility so the system can be activated and the customer can lower their energy costs

Initial Business Response /* (1000, 5, 2016/03/07) */
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 XX-XXX-XXXX with further questions
Initial
Consumer Rebuttal /* (3000, 7, 2016/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company has contacted me, however they have not done much of anything to correct the situationI have been told they will speak with my sales representative, and educate him more on they way he represents the informationI hope that this complaint will result in nobody else being baited like myself
Final Business Response /* (4000, 9, 2016/03/25) */
We are currently reviewing the circumstances in regards to this project and a customer relations manager will be reaching out to the customer shortly in order to discuss a resolutionFor any further questions please call XXX-XXX-XXXX
Final Consumer Response /* (4200, 11, 2016/03/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not contacted me since I first filed this complaintAt which point it was just a simple apology, and we will talk with your rep and make sure to inform him better

Our Customer Relations Department has been in communication with the customer from November 28th, up until January 10th, 2018, where we provided the customer with the next steps in order for us to resolve her concerns