SolarCity Corporation

Complaint: ***I am rejecting this response because:Solar City has refused to offer me the waiver of the $fee for the removal of panelsI have expressed my concern yet they are unwilling to provide any form of acceptable behavior for my ongoing issue with this companyI would like to pursue my complaintIf they are unwilling to waive the fee perhaps they will consider canceling this contractThey have been unprofessional since the inception of this project to a manager suggesting filing a claim against my insurance company to pay for their errorI would like Solar City to cancel this agreement.Sincerely,*** ***

We apologize for the frustrating circumstances surrounding this customer's experience. Our Management Team is working with the client to get this matter resolved, and expect the matter to be cleared when the August bill statement processesFor further questions please contact 888-765-

Please See Consumer Response Attached

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and accept their apology
However, that does nothing to absolve the company of the poor treatment they rendered me Apologies are cheap and easy, so what will really matter is if they are interested in correcting the flaws in their business that allowed this to happen I certainly have no interest in dealing with Solar City again.Sincerely, *** *** ***

A customer relations manager will reach out shortly to address this complaint with our customerPlease call 888-765-with further inquiries

Complaint:***I am rejecting this response because: their response never addressed the poor customer service provided they provided prior to 4/and the fact that their design mistake has set
the system turn on date back close to two monthsAnd they won't admit that I was lied to by a previous customer service rep about paper work being filedOtherwise yes a customer service rep reached out to me and the project is moving forward again
Not looking for any additional cash or other compensation for my lost time having to deal with this and extra expense of not being able to turn the solar energy system onWhat I am interested in is being contacted by someone within the organization who has a level of competency far greater then what I have been dealing withNo other customer should have to deal with what I have been throughSure mistakes in design will happen again, but the lack of ownership of mistake and effort to make things right there is no reason for a company of this size with it's reputation not to be on top of.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize for the frustrating circumstances surrounding our customer's experienceOur customers signed an agreement on 9/30/14, wherein the customers agreed to pay a pre-payment of $before the system is activated: $when the
installation begins and $following inspectionInstallation occurred and was completed on 3/20/and we were notified that the inspection was completed successfully on 4/1/Thereafter, our customer requested a pest abatement system to keep pests away from the arrayWhile this is not standard and generally results in an additional costs, SolarCity installed the pest abatement system free of chargeOn 4/24/15, our customer obtained permission to operate his system from his utility company despite not having submitting his final pre-payment for the system ($750)Our customer continue to withhold payment until this pest abatement system was installed on 6/5/Thereafter, our customer notified that he would be withholding his final payment until he received a $discount for enrolling in *** payments, despite having agreed to it in section 5(d)(i) of the agreementThere is still a $balance due on this accountPlease call *** with further questions
Initial Consumer Rebuttal /* (3000, 7, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The above statement is NOT correct
1.) The Pest Abatement is NOT completedThe technician was unable to complete it due to a missing part and has failed to return as promisedYet another Solar City let down
2.) I was taken off automatic payment by a Solar City billing agent due to their poor billing system, as stated by the agent, that doesn't allow web payments or partial payment which we are now doing via mail in good faith for the power production only so should not be charged for the poor billing due to Solar City's poor system and the agent offering me the option
3.) The utility company did approve the system and I was instructed by the Solar City Customer Service department to activate it even though I was holding back the final payment since the Pest Abatement was NOT installed then
4.) I now have damage caused to the deck on the rear of my home due to the last Solar City technician dragging my large gas grill across it plus I notified Solar City Customer Service of the damage with pictures via email per their instruction and have not heard back about it yet, thus another reason to hold back the final payment
4.) When you try to reach Solar City all I get is put in a queue for over minutes and rarely talk to anyone live and they are now abusing my home message machine about the final payment and fail to respond to my emails accordingly
5.) Solar City presented me with two separate contractsOne for the system and one for the Pest Abatement and it was agreed that the final payment would be made upon completion which I have stated clearing is NOT donePlus I now have damage done to my deck which Solar City needs to fix or compensate me for to have fixed
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2016/01/02) */
Pest abatement is not a standard component of our installationBecause this system has not been paid for as agreed, our customer is in breach of contract until this payment has been madeOur customer is free to pay via enrollment in ***, which reduces the monthly cost by $If a customer does not enroll, they will not receive the discount section 5(d)(i)The number provided in previous correspondence (***) connects our customers with a live agent in under one minuteThe additional agreement for the pest abatement is a Home Improvement Agreement, which acts as a supplement to the original contractThis is provided as a service to our customer as is not part of our standard contractsThe final payment of $has still not been madePlease call *** with further questions
Final Consumer Response /* (4200, 11, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The above statement is totally incorrect and your customer service does NOT answer with MINI just called in and was on on hold fir minutes and ended up having to leave a callback number as I have done may times and receive a callback to days laterI also left a message for *** and NEVER heard back from himThe abmentment may have been above and beyond your standard customer install but my install was NOT standard and the whole job was covered by the contract and who ever made the last reply is failing to address the damage done to my home by Solar City's last visitWhat does that say about their customer service when all they are focused on is the money and not resolving the issues at handMaybe their going under!!!!! It is really Solar City that is in breach of contractSolar City can continue to respond as I will but lets face the facts Until the issues I have listed previously are corrected I'll continue my complaints I have the truth on my side and Solar City will continue to get bad consumer ratings since as a responsible consumer have notified as many people in my area and on the Internet as I can so good luck to getting more customers in my arera

Complaint: ***I am rejecting this response because: Pending final resolution Sincerely,Anthony Gurrola

We apologize for the frustrating circumstances surrounding our customer’s experienceA customer relations manager will reach out shortly to address this complaint with our customer

Initial Business Response /* (1000, 5, 2015/08/18) */
We apologize for the frustrating circumstances surrounding this customer's experienceSolarCity has submitted all documentation to PG&E and are currently awaiting approval to turn the system on at this time*** is in contact with one of our
relations managers who is assisting her with her complaintPlease call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Solar City has FINALLY done their job & my solar is FINALLY turned on!

One of our Customer Relations Manager has worked with our customer to help address their concerns regarding savings and productionTo investigate these concerns, SolarCity has offered to complete a savings review, which require pre- and post-solar utility billsSolarCity has requested these
utility bills from our customer on multiple occasions via phone and email. Please call 888-765-with further questions

Initial Business Response /* (1000, 5, 2015/10/29) */
We apologize for the frustrating circumstances surrounding our customer's experienceA manager will be in touch shortly to provide a resolutionPlease call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (3000, 7,
2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This seems to be solar city's Answer to everything Not only have we spoke with 4-diffrent people about this situation and now they want us to contact them or they will contact us just to be told the same things over and overAs we stated we would like these panels removed period
Final Business Response /* (4000, 9, 2015/11/02) */
The panels will not be removed as they are part of the agreement and guarantee for productionTo assist with the customer's complaint regarding panel location, we are looking into the feasibility of providing snow mitigation to control the movement of the snowA manager reached out on 10/to discuss this option with the customer
Final Consumer Response /* (4200, 13, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Snow midagation is not the answer to a very dangers situation It will only help with the build up of more snow to eventually come crashing down only to hurt or kill some oneito which Solar CIty only cares about the production ...$$$ not the well being of a humanBelow is email that was sent back on September 9thTo where removing these panels wasn't a problem...just had to go the the proper channelsWe find this was a deceiving email
Hello Mr***,
I hope this finds you wellI wanted to give you an update on your concerns with the panel removal at your residence
Your solar was installed, at no cost to you, because a group of investors had backed your jobThe proposed change and removal of these panels requires them to be consulted and they have to approve any changesThis is happening at this timeThe regional manager has been advised of this, as wellOnce this review and approval is made, you will be contacted and advisedThis might take a few weeks to accomplishWe ask your patience and understandingTake care
So , now another " manager " reached out who probably has no clue that this has already been going onJust to say the same thingSnow midigation is not the answer and not acceptable to the situation .removal of the panels are period
Best Regards,
***
*** Customer Relations Manager Customer Account Management Group SolarCity T: *** ***@solarcity.com www.solarcity.com

We have are currently reviewing the information we received from the client and working on a resolution to resolve this concernFor Further question please contact us at 888-765-

Thank you for contacting SolarCityWe are addressing these issues with the customerA member of Management will reach out to the customer shortlyFor additional questions please contact us at 888-765-

We apologize for the frustrating circumstances surrounding our customer’s experienceA customer relations manager has reached out to address this complaint and get more information from our customerPlease call 888-785-with further questions

Tell us why here...A Customer Relations Manager is following up to address concerns please call 888-785-with further questions

We apologize for the frustrating circumstances surrounding our customer's experienceA manager will reach out shortly to address our customers concerns

Complaint: ***I am rejecting this response because:
Yes, the charges are legitimate but that is not my complaint My complaint is that their billing department keeps sending me bills and does not take funds via an ACH debit from my bank I have called numerous times and filed a complaint in *** I have been told by Solarcity Customer Service representatives that the funds will be taken from my account and to date they have not Solarcity charges extra to pay your bill with a check so I set up to pay via an ACH debit in *** My bill keeps growing each month and I just want them to take the funds from my account Why is that so difficult?Sincerely,*** ***

Complaint: ***I am rejecting this response because: This id the response I get I called only to get her voicemailPer message I would receive a call back within 48hrs...its been well beyond the 48hrs have not heard from this company at all regarding my complaintTypicalSincerely,*** ***

A copy of the design was sent to the customer's email address we have on file on *** ***.comWe also have provided calls to the customer on*** and ***We were not able to reach the customer on those days and left voicemails requesting calls back in order to review the designs with himWe cannot move his project forward as requested without having the designs agreed to and returnedPlease call into *** for assistance if neededThank you