SolarCity Corporation

Initial Business Response /* (1000, 5, 2015/08/26) */
We apologize for the frustrating circumstances regarding this customer's experienceSolarCity works diligently with LADWP to ensure interconnection of the system to the gridEach region of the United States has a different way of
processing solar-generated energy credits, and each utility company processes these differentlyBecause of this, we defer to our customers to request a change of billing as LADWP will not accept requests from SolarCity on behalf of our customer to change itPlease call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While it is reasonable for me to have to call LADWP to make the request, SolarCity never suggested doing so until after I discovered the option on my own more than a month after the system was turned onYou cannot reasonably expect customers to know about different kinds of meteringThus, I believe you need to change your policy to inform customers of options and to reimburse me as you promised a 97% reduction in my bill
Final Business Response /* (4000, 9, 2015/09/01) */
Our primary goal is to ensure proper expectations with our customers, and it is a part of our sales experience to inform the customer of all details of the project in a timely mannerA solar installation project does have many components and if the customer was not made aware of the billing practices of LADWP during the sales experience, we do sincerely apologize for the inconveniencePlease call XXX-XXX-XXXX with any further questions
Final Consumer Response /* (2000, 11, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The apology is acceptedNonetheless, I did have some financial loss due to their not following what they state is part of their sales experienceThey should also note that one of their solar experts to whom I spoke was quite rude about it not being their responsibility to inform customers of the benefit of switching billing to time of useThus, while I will not pursue this further, instead of telling people to go to SolarCity, which I would have gone out of my way to do, I will tell people to avoid them because of poor attitudes toward customer service

A customer relations manager reached out *** to address and we are currently reviewing the account for resolutionThis manager will reach back out tomorrow to update the customer

We performed a Savings Analysis for *** and we did go over the results with him on ***We did explain that due to his usage increasing by 17% the system is not designed to produce that much, therefore he will have to purchase the excess energy from the utility*** understood at that time that he is using more energy

We apologize for the frustrating circumstance that this customer experiencedA Customer Relations Manager will be reaching out to this customer very soon

Initial Business Response /* (4000, 13, 2015/06/10) */
Thank you for forwarding this valuable feedback*** has a Power Purchase AgreementThis means he purchases the power the solar system producesHe is only paying for production, nothing moreA Customer Relations Manager has been in
contact with ***Portion of the contract that speaks to this: In the first year of the Term, Estimated Production will be based on our production projectionsAfter the first year of the Term, Estimated Production will be based on historical production for that month in the prior yearIf we bill you for Estimated Production because your System is not reporting production to SolarCity, and we subsequently determine that we have either overestimated or underestimated the actual production, then we will adjust the next bill downward (to refund overbilling) or upward (to make up for lost billing)If you have further questions, please call XXX-XXX-XXXX
Initial Consumer Rebuttal /* (4200, 17, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SolarCity's estimate has not taken into account that the prevailing weather for the period in question which was overcast and rainy; this would have substantially reduced solar output during the time in questionSolarCity's response to me was that "they were able to determine that the production figures for March and end of February are accurate and that their estimate is reasonable" (end of story)SolarCity's "Customer Care" employees have been for the most part, argumentative and defensive, and dealing with them is been unpleasantSolarCity has never made mention of adjusting my bill downward or that they would work with me in any way, most of their response is just a pasted in copy of a clause in the contractThis is just a polite way of telling me that they don't value me as a Customer, "now go away!"I get the message, but as far as I'm concerned, SolarCity's response is not a resolution, and is totally unacceptable

Revdex.com:Even though I don't accept the company's handling of my case I'm stuck with the way they handle customersI sent my information asking for a response if it was received and what was needed? I never receiveda responce.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We apologize for the circumstance surrounding the clients concern, our Management Team is in contact with the client to address the concern. For further question please reach out to 888-765-

Initial Business Response /* (1000, 5, 2015/11/02) */
We apologize for the frustrating circumstances surrounding this customer's accountWhile the customer's system was approved on 8/26/by the utility company, the system was not confirmed as producing until 9/Because of the fixed monthly
amount, lease payments are collected on the first of every month in advance for the nextOn 9/30, a bill was generated for the month of September as well as the month of October as the system had been producing for the month prior as wellThis is not a double-charge, but rather a charge for the month that the system was producing and working optimallyThe $is a discount applied to signing up for ACHAs noted in the contract, if the customer enrolls into ACH, the discount of $will be applied to all future billsPlease call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (3000, 11, 2016/02/02) */
Double charged me, will no waive fee
No monthly savings on bill as promised
Very unorganized
Customer service not helpful
Aside from their product not saving me money as they promised
Solar City says that my first month of service was September but I never got my first billIn October they charged me twice, I called and asked why, they said, "Our departments were not communicating effectively and didn't get around to sending you a bill for your fist month"
I refuse to pay September's payment of $48.45, they were not organized
As of today I have not paid a single payment because they refuse to waive that first monthThey have tacked on late fees that I will not pay because I tried to pay them and get this figured out in October but they kept giving me the run aroundThey also are trying to make me pay $every month for not having automatic deposit which I was never told and I will not pay that
Double charged me, will no waive fee
No monthly savings on bill as promised
Very unorganized
Customer service not helpful
Aside from their product not saving me money as they promised
Solar City says that my first month of service was September but I never got my first billIn October they charged me twice, I called and asked why, they said, "Our departments were not communicating effectively and didn't get around to sending you a bill for your fist month"
I refuse to pay September's payment of $48.45, they were not organized
As of today I have not paid a single payment because they refuse to waive that first monthThey have tacked on late fees that I will not pay because I tried to pay them and get this figured out in October but they kept giving me the run aroundThey also are trying to make me pay $every month for not having automatic deposit which I was never told and I will not pay that

Complaint: ***I am rejecting this response because:The response says I will be contactedIt does not state any resolutionI need Solar city to fix the problems with my panels. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/08/17) */
We apologize for the frustrating circumstances surrounding this customer's experienceOn of our managers will reach out shortly to addressPlease call XXX-XXX-XXXX with any questions
Initial Consumer Rebuttal /* (3000, 7, 2015/08/30)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Solar City has contacted me and said they will not install the free nest thermostat as promised at contract signingThis is completely unacceptable to meI signed a legal contract and promise to fulfill the obligation, why can't they? The contract clearly states a free nest thermostat will be installed by Solar City but they say my sales rep didn't send in the notice on timeHow is this my faultPlease advise me of the legal actions I can move forward with? I have not made and will not make a monthly payment until this dispute is settledThank you
*** *** XXX-XXX-XXXX
Final Consumer Response /* (3000, 13, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer from Solar City was a fair offer because the cost of a Nest thermostat is My problem is the cost of installationThe cheapest I can find for an install is Why can't Solar City send someone out to install the thermostat as originally agreed upon?
Final Business Response /* (4000, 15, 2015/09/05) */
The terms and conditions required to proceed with a NEST installation ensures that SolarCity is not held responsible for any manufacturing issues with the NEST thermostatAs the terms and conditions for this installation were not signed and the promotion is no longer valid, SolarCity cannot assist with installation without assuming product liabilityPlease call XXX-XXX-XXXX with further questions

Complaint: ***I am rejecting this response because:
There is nothing stated in the contract to make up "production electricity " bill out of nowhereFraud and scam
They "trying" to contacted meWhat kind of the response is that?Sincerely,*** ***

We apologize for the frustrating circumstance surrounding our customer’s experience. A customer relations manager will reach out shortly to address this complaint with our customer

Initial Business Response /* (1000, 5, 2016/01/11) */
We apologize for the frustrating circumstances surrounding our customer's experience
A customer relations manager will reach out shortly to address this complaint with our customer
Please call XXX-XXX-XXXX with further questions
Initial
Consumer Rebuttal /* (3000, 7, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have not yet been contacted by them and they have not provided a time frame to hear from themWe do not want further delaysPlease obtain a time frame for their contacting us
Final Business Response /* (4000, 9, 2016/01/19) */
We apologize for the frustrating circumstances surrounding or customer's experience
A Customer Relations manager reached out on 1/12/and again on 1/13/16, and left messages to make contact
On 1/13/a Customer Relations Manager spoke with both *** ***, and *** *** to discuss their requested resolution
At that time the customer was advised that they are free to cancel going forward should the Agreement terms be unacceptable, as construction has not yet begun
Please call XXX-XXX-XXXX with further questions
Final Consumer Response /* (4200, 13, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are still interested in completing our installation due to the time we have invested in the processWe spoke with *** who was unwilling to apologize or meet us halfwayPlease have ***'s supervisor contact us to find a solutionHer telling us to go with another company is not a resolution to this issue*** was very uncaring and nonchalant about rectifying our customer service compaint and experienceShe refused to acknowledge the delay or hassles we experiencedWe look forward to hearing from ***'s SupervisorWe appreciate Revdex.com'S continued assistance

Initial Business Response /* (1000, 5, 2015/09/14) */
We have spoken with Mr*** 9/11/and advised him that he will be receiving a check in the mail for $Please call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (2000, 8, 2015/09/15) */
SolarCity sent me a check
for the $I received it todayPlease consider this case closed
Thanks,
*** ***

We understand our customer's frustration and I show that we addressed her concerns on October 8, We are more than happy to have a customer relations manager reach out to our customer shortly

Initial Business Response /* (1000, 9, 2015/06/19) */
Thank you for forwarding this valuable feedback from our customerWe were able to work with our billing department and revise the permission to operate date to 4/09/Billing is in process of being updatedWe apologize for any
issues this may have causedIf you have further questions please reach out to XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 12, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your responseYesterday I talked with the billing departmentThey said the date has been changed, but the credit has not been applied back to our accountUntil the credit is applied, I will keep this complaint openSolar City has proven to be an unreliable company on following through
Final Business Response /* (4000, 14, 2015/07/09) */
We apologize for the circumstances regarding this customer's concernWe have spoken with this customer and rectified their concernsPlease call XXX-XXX-XXXX should you have any questions
Final Consumer Response /* (2000, 16, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
You failed to mention your talking with the customer was the customer having to take the initiative to call you, not the other way aroundI had to call the company again on 7/13/to confirm that the credit has finally been addedSince we finally received the credit, I will close the complaint

Complaint:***I am rejecting this response because:
I appreciate the response, and yes, Solar City has reached out to me and mentioned a couple optionsHowever, at this point there are all assumptions and nothing is specific and in writingUntil a viable solution is found and agreed by both parties, I dont see a reason to close this case
Sincerely,*** ***

We apologize for the frustrating circumstance surrounding our customer’s experienceA Customer Relations Manager has been in touch with our customer as of 12/20/16, and will continue to follow up with them and address their concerns until an appropriate resolution has been reached. Please call
888-765-optwith further inquiries

Initial Business Response /* (1000, 10, 2015/04/16) */
Thank you for forwarding this valuable feedbackWe were able to touch base with our customer and alleviate his concerns
We were able to re-route the conduit and will follow up with touch up painting
Initial Consumer
Rebuttal /* (2000, 12, 2015/04/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We apologize for the frustrating circumstances surrounding our customer's experienceA customer relations manager has been working with our customer in regards to these concerns and spoke with customer last on 7/26/16. Please call 888-765-with further inquiries