SolarCity Corporation

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, *** ***

One of our Customer Relations Manager has worked with the customer to get this resolvedOur customers are free to cancel up until construction has begun on the homeIf our customer did not want to move forward with solar, a re-roof would not have been necessarySince our customer agreed to move
forward with going solar, and allowed SolarCity to re-roof the home project for the express intent of going solar, SolarCity will not reimburse our customer as customer’s contribution is warranted with Hallmark Homes INC Please call 888-765-with further questions

Initial Business Response /* (1000, 5, 2015/10/04) */
We apologize for the frustrating circumstances surrounding this customer's experienceOur MyPower contracts require that the customer pay for the system's production, which can vary from month-to-monthThe rate-reduction payment guarantees a
lower rate once paid and exists to allow customers to use their tax return to lower their rate paymentsA manager will reach out to our customer to review any additional concernsPlease 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.)
Still has not resolved my issueWe will require the unit to be removed and and any damage from unit to be fixedBecause of this issue we are not able to afford itI asked several times about the contract and they told me other wiseSo issue still not settledWe will however be talking to a manager this Saturday and will be telling him the sameThis business is this worst I have ever dealt with and I completely disgusted
Final Business Response /* (4000, 9, 2015/10/08) */
A manager reached out on 10/via telephone and email to address these concernsThe contract stipulates variable billing, which will continue as per the signed agreementBecause SolarCity has not violated any terms of the agreement, we will not be removing the system from the homeThe rate reduction payment serves to reduce our customer's energy rateIf payment is not remitted by June 1st, billing will continue at the higher rate until the rate reduction payment has been made in fullThis is on the very first page of our contract and amendment, signed 5/4/Please call XXX-XXX-XXXX with further questions

We are currently working on refunding the funds to the customerIf you have any other questions or concerns please reach out to the Customer Care Team at***

Complaint: ***I am rejecting this response because: SolarCity (*** ***) has contacted about my account and the concerns I have brought forth Once reviewed they will contact me their decision Until then I will continue to reject the responses.Sincerely,Risal Vu

We apologize for the frustrating circumstances surrounding our customer’s experience. A customer relations manager reached out on 1/6/to address and we are currently reviewing the account for resolutionThis manager will reach back out today to update the customer.Please call 888-785-with further questions

Initial Business Response /* (1000, 5, 2015/09/01) */
We apologize for the frustrating circumstances regarding this customer's experienceExhibit 2, Part 4(a) states: "You agree that if (i) the System needs any repairs that are not the responsibility of SolarCity under this Limited Warranty, (ii)
the system needs to be removed and reinstalled to facilitate remodeling of your Home or (iii) the system is being relocated to another home you own pursuant to the Power Purchase Agreement, you will have SolarCity, or another similarly qualified service provider, at your expense, perform such repairs, removal and re installation, or relocation on a time and materials basis." This stipulation clearly identifies that any removal or reinstallation not due to SolarCity is the customer's responsibility to pay forPlease call XXX-XXX-XXXX with any additional questions
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The contract terms and conditions are too complicated for me to read it carefullyI just based on whatever the saleperson told us to sign the contract
Even we pay the cost to remove and reinstall the panels, it is not right to take to days to schedule the workSaleperson told us that solarCity would remove and reinstall the solar panels whenever we want to replace or repair the roof
Final Business Response /* (4000, 15, 2015/09/14) */
While we understand that each sales experience is unique, the complicated nature of a solar project lends itself to the possibility of miscommunicationFor this reason, we defer to the contract when enforcing obligations and stipulations that have been accounted forPlease call XXX-XXX-XXXX with any further questions
Final Consumer Response /* (4200, 19, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Basically, SolarCity tells customers: SolarCity does not responsible to whatever sale representative presented to customer, but the contractI am not sure what is the role of their sale rep

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 888-785-with further questions

Complaint: ***I am re*ecting this response because:
I was contacted by Solar City on *** *** by email,
however several attempts were made to get a follow up from them and they never contacted me
Once again, I've received no response
I was told by representative, they would call me to begin process of an energy evaluation,
but as of *** *** no response
Sincerely,*** ***

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, *** ***

A customer relations manager has been in touch with our customer to address all concernsIn conjunction with our customer we have found resolution and consider the matter closedPlease call ***, optwith any further inquiries

We apologize for the frustrating circumstance surrounding our customer’s experienceA Customer Relations Manager will reach out to address this complaint with our customerPlease don't hesitate to contact our team at*** with further inquiries

Initial Business Response /* (1000, 8, 2015/06/02) */
Thank you for forwarding this valuable feedback from our customerWe do apologize for any delays and miscommunication that may have occurredWe have been able to waive the previous homeowners fees and resolve the issuePlease call
XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (2000, 10, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Don't trust them

Thank you for bringing this to our attention and we are sorry for any frustrations our customer's experience could have causedI have reviewed the file and we have a manager in many attempts to reach out to the customer and we will do what we can to ensure resolution

We are actively working with the customer to resolve their concern.We have been in constant communication to discuss the steps being taken to resolve their concerns

We are aware of our customer's frustrating circumstance and a Customer Relations Manager will be reaching out to the customer shortlyPlease call 888-765-for further questions

We apologize for the frustrating circumstances surrounding our customers' experienceA customer relations manager is reaching out to address these concernsPlease call 888-765-with further questions

Complaint: ***I am rejecting this response because:because I was told back last *** *** that more panels would be added, it is not my fault that they moved out of ** they need to do what they told me they would do and put more panels on my house, it is not cost affective for me to have the solar panels at all if they do not and if they refuse to add more panels then they need to let me out of this contract because it is not saving me money like they told me it wouldAlso the solar system is on the same breaker as my heater and it shouldn't be, it should be on it's own breaker and they refuse to correct itSincerely,*** ***

Initial Business Response /* (1000, 9, 2016/02/08) */
A customer relations manager reached out on 02/08/to address and we are currently awaiting our customers' utility bills to complete reviewOnce complete, we will reach out to our customer to discuss the findings and determine an
appropriate resolutionPlease call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (3000, 11, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent SolarCity a copy of my utility billsThey did NOT request more of my utility bills
Final Business Response /* (4000, 13, 2016/02/16) */
A customer relations manager reached out on 02/12/to address and we are currently awaiting our customers' utility bills to complete reviewOnce complete, we will reach out to our customer to discuss the findings and determine an appropriate resolutionPlease call XXX-XXX-XXXX with further questions
Final Consumer Response /* (2000, 15, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received phone request for electric records, 2-12-Sent records that I had available to ***, SolarCity, X-XX-XXXX , by US MailHave not heard back from themThey have records from TRICO Electric by email that was sent to both SolarCity and myself from Trico