SolarCity Corporation

Initial Business Response /* (1000, 10, 2015/03/16) */
Thank you for forwarding the valuable feedback from our customer regarding Revdex.com Case #XXXXXXXX. It's always been our goal to exceed our customer's expectations. Direct feedback, positive and negative, is key to identifying areas where we...

can improve.
We reviewed all the information in this matter with our customer and have notified the customer's sales representative that he is no longer interested in moving forward with this project. The sales representative will not contact the customer any further.
We will send the customer a document called a "notice of cancellation" that simply explains both the customer and our company are no longer in an agreement and absolves both parties of any obligations.
We value the trusted relationship we maintain with each of our customers. Their continued satisfaction is one of our top priorities. If you have any questions, please call our Customer Care team at 888.765.2489. Thank you.
Initial Consumer Rebuttal /* (2000, 12, 2015/03/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the company's response; however, I would prefer the Revdex.com keep the case open until I "physically" have the "Notice of Cancellation".
Thank you for your assistance in this matter.
[redacted] C [redacted]

Complaint: [redacted]I am rejecting this response because: [redacted] persists that the panels shall be removed first and then submit the application with procedure the [redacted] specified. Please remove the panels as soon as possible. Submit the redesign of the system cannot satisfy the [redacted] requirements.Sincerely,[redacted]

We are currently working with the client to come up with a resolution that resolves the concern on the account. Our Management Team has been in contact with the client discussing possible options and the client is submitting the information we need to resolve this concern. For further question please reach out to us at [redacted]

Revdex.com:I have...

reviewed the response made by the business in reference to complaint ID [redacted]6, and find that this resolution is satisfactory to me. Sincerely, Edward Arcena

We understand the client doesn't agree with our terms and conditions, however these are the terms we hold all of our clients to, regarding our referral program. The client was compensated through the One Month on Us program, and no other compensation would be due. At this time the client was concerned with his friends referral compensation, which we have been in contact with the other client and its being worked on. At this time we apologize the client was under the impression he would be compensated the same as his friend for signing up, however he was referred to our company and the compensation for a client being referred is One Month on Us only. For further question please give us a call at 888-765-2489.

Complaint: [redacted]I am rejecting this response because: I never heard back from the company. They called once but I was busy. They said they would call back but I never heard from them. Our last bill was higher than normal.....again. The salesman never told us we could buy the system, receive the tax credits, and pay off the system in 4-5 years. The are taking the tax credits and our over production and it is not fair. The salesman lied about almost everything. Just to lock us into a lease so they receive the benefits from the system. Solar city also refused to respond quickly to a squirrel problem and my expensive shrubs were ruined. They then came out and power washed all of the debris on the ground and left. I am still finding things on the ground almost a year after install. The invertor didn't work for weeks and we had bills over [redacted] dollars for 2 months. After fighting them tooth and nail, we managed to make them pay half...after they offered [redacted] of the total. I did some research and there are many people who are complaining about the same things we are. The contract is totally one sided on the part of solar city. They should be investigated for the lying sales tactics. Sincerely,[redacted]

We apologize for the frustrating circumstances surrounding our customers experiences. A Customer Relations Manager reached out on July 18, [redacted] to address the customers concerns and we are currently reviewing for a resolution. This Manager will be following up with the customer again shortly. Please...

contact us at 888-765-2489 with further questions.

Complaint: [redacted]I am rejecting this response because:  I have...

been communicating with the customer service line for months with no remediation.  The response that was sent had no manager name attached so I do not believe that this is being handled at the right level and does not confirm that I will be receiving a call from anyone.  I have been "promised" return calls and have never received one from Solar City. The number associated with this generic response does not address any of my specific concerns and is not acceptable and is on par with every unsatisfactory discussion I have had with Solar City for months now.Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Thank you for making SolarCity aware of this customers concerns.  A Management will be reaching out to the customer in the next 24-48 hours to address the customers concerns.

Initial Business Response /* (1000, 5, 2015/10/27) */
We apologize for the frustrating circumstances surrounding this customer's experience with SolarCity. Per our agreement, close of escrow was on 7/16/2015. Lease agreements are billed one month in advance, so the first payment due on 8/1 was for...

the month of August. The payment due on 9/1 was for September and the payment due 10/1 is for October. For 11/1, the total due $284.44 plus $30 for non-enrollment in ACH, bringing the total to $314.44. This is the amount due on the most recent bill. To date, SolarCity has not received any payment from our customer. Please know that application of payment can take up to one week from when the payment was received. Thusly, these total may not reflect recently submitted payments. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As customers we are more than happy to pay for the month of October and anything that follows. I understand escrow closed on a specific date but the solar city represenatives could not find any information on out account prior to October. We have yet to receive a second statement, after being told it has already been sent out. We had called several times prior to the account building up in payments, so that we would not be late nor would we have an accruing balance. This is irresponsible on the representatives and the associated who did not in put our information correctly. Solar city continues to fail to reach out to us. We have not received a phone call or any sort of follow up. Yet a phone number is left behind for us to call and spend over an hour waiting to speak to someone. This is not a resolution to the problem.
Final Business Response /* (4000, 9, 2015/11/02) */
Because the close of escrow was 7/16, the customer will be billed from that date forward. The most recent billing statement was mailed 10/16 and is in the amount of $344.14. If the customer has not received her bill, we request that she call XXX-XXX-XXXX to obtain a copy of the statement. That number does not have an hour-long wait time agents generally answer in under one minute. Thank you.

Initial Business Response /* (1000, 5, 2015/11/29) */
We apologize for the frustrating circumstances surrounding our customer's experience. Our customer agreed to the system downsize on 4/7/2015. System sizing is determined by the azimuthal ranges of the roof (which has a direct effect of the...

system's production capabilities) as well as our customer's energy needs. This agreement was also FedEx'd to our customer on 4/6/15 for their review. Because monthly payment amounts are determined by production, and thusly depend on system size, we do have the option of adding panels in the form of an additional system if the roof space allows. This would result in an additional monthly bill for the production created by the secondary system. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/02) */
[redacted]
I spoke to a [redacted] on 12/2 at Solar City & was told the only thing they would do is speak to [redacted] about the way he sells the Solar system to customers. They apologized for any mistakes that were made & could offer no compensation or remedy for this problem.
Thank you for your time but I do hope that this complaint against this company stays on file for the next customer who thinks they want to deal with them.
[redacted]
Final Business Response /* (4000, 16, 2016/01/01) */
A copy of our customer's contract can be found in the email address provided to the energy consultant during the time of sale. The agreement shows that the installation was for 17 modules, which have been installed atop our customer's home. The final details regarding system equipment is located on the first page of the contract amendment, signed by our customer on 4/7/15. Please call XXX-XXX-XXXX with further questions.
Final Consumer Response /* (4200, 18, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am looking at getting an attorney because solarcity committed a fraud against me & also elder abuse for taking advantage of me. I was lied to on EVERY thing that they told me.

We appreciate and apologize for the frustrating circumstances our customer has endured. Since the complaint was filed, SolarCity has revisited the property and performed repairs. The issue is not yet completely resolved, but our customer is protected under the performance guarantee, which...

compensates our customer for any resultant underproduction due to system maintenance or failure. Please call 888-765-2489 with further questions.

Initial Business Response /* (1000, 7, 2015/10/02) */
Mr. [redacted] first approached SolarCity in March of 2013 with an estimated annual consumption of 10,381kWh. As such, our energy consultant proposed a solar system that would produce approximately 7800kWh per year, which totals a 76% estimated...

offset (this means if the customer's consumption remained at 10,381kWh, the system is estimated to produce enough energy to offset 76% with approximately 24% being received from PG&E). Mr. [redacted] then approached SolarCity in September of 2014 requesting a system that produced an addition 3,385kWh. Combined with the previous estimated of 7800kWh per year, this brings Mr. [redacted]'s total estimated yearly production at approximately 11,100kWh, which is over 100% of his original request. Accordingly, this customer appears to be using more power which has resulted in additional bills from PG&E. This rise in cost would be present with or without the inclusion of solar panels as more energy usage results in increased energy bills. SolarCity can perform a system analysis that will determine the total offset as compared to the current energy usage. Please call XXX-XXX-XXXX option 2 to request a system review.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are NOT using more electricity since we install solar. I planned to purchase an electric vehicle and charge the vehicle at home. This is the motivation behind installing Solar.
Initially estimating 76% of our normal consumption gave an undersirable side effect on pg&e billing at the end of the year. Hence, we asked for the second system to make it right, as we originally asked for 100% of our electricity consumption at the price of $137/mo. Installing the second system just allowed SolarCity to negotiate a higher, variable lease fee to charge over $200/mo on some months.
The SolarCity rep, [redacted] did come and explain the SolarCity charges but, eliminating the second SolarCity bill is not an option.
Just to be clear, I want to pay $137/mo without the additional variable lease charges that will top $200 in a single month. A monthly payment of over $200 is like paying for a new car at today's prices for the next 20 years. Solar Panels at todays price does not cost 40K. 15K is more reasonable. So, SolarCity's markup is more than 100% This is not acceptable.
Final Business Response /* (4000, 11, 2015/10/14) */
Given the variable nature of energy consumption, SolarCity's contracts are priced based on the energy the system is expected to produce. Because the second system will increase overall energy production, the over energy charges will increase as well. The cash price of the first system at the time of installation was approximately $31,000 and the second system approximately $13,000. If the customer would like for SolarCity to complete a consumption analysis, please call us at XXX-XXX-XXXX.
Final Consumer Response /* (4200, 15, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response did not address my original complaint nor address what I want to settle. It just reiterate but, it does not make it right or fair to me (the customer).

We apologize for the frustrating circumstances surrounding our customer's experience. A manager has been in touch with our customer and we are continuing to work towards a resolution. Please call 888-765-2489 with further inquiries.

Complaint: [redacted]I am rejecting this response because:  I believe I have come up with an alternative to greatly reduce the cost of the Main Panel upgrade which we feel would now cost a total of $3,000 or less.  SMUD has agreed to bring the 200 amp service to our property at no cost.  This means that the only work involved is to take the line from that drop to the Main Panel and install new 200 amp service.  SMUD will provide the wire from the drop to the MP.  We feel this would remedy the issue at a greatly reduced cost to all.  I have told [redacted] about this several times and have not heard anything back.
We are willing to sign up for the second system today if SolarCity is willing to reevaluate the cost of running the line from the drop to the MP.  All the Markings for the utilities have been done and the drop site for the new line is clearly marked.  SMUD has told me there is no need to dig up any portion of the driveway with the exception of maybe where the service crosses of to the Main Panel which we are willing to be responsible to repair once the upgrade is done.
We feel this is a viable option for all of us and are anxious to get started.  Thank youSincerely,[redacted]

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 888-785-2489 with further questions.

Complaint: [redacted]I am rejecting this response because:
We feel the entire point is being missed here:  The point is that we were told our system would provide 100% offset and it doesn't.  We were told that if it didn't, it could be added to and it can't.  The other point was this:  Their employee's do not return phone calls.  I have made another call to [redacted] about 4 weeks ago and still have yet to hear back from her.  Terrible customer service!!
SolarCity [redacted] in miss leading information and we got stuck with a system that doesn't do what their sales person said it would do.  Bottom line, We got taken advantage of by a company that grew to fast.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/02) */
We apologize for the frustrating circumstances surrounding our customer's experience. Mr. [redacted]'s system was installed on 5/11/15 and the inspection was completed on 6/26/15. The city of South Windsor increased their permitting fees, which they...

did not advise until after the system passed [redacted] in June. Per our agreement with our customer, the first half of the prepayment is due at installation and the second half is due once inspection has completed (page 1 of the Agreement). We have since provided Mr. [redacted] a customer satisfaction payment as recompense for any confusion or delays. SolarCity's contract does not stipulate deadlines and Mr. [redacted] will have the benefit of solar for the full 20 years per the term of his contract. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Solar City, please fix your customer service problem and false advertising and save future customers the headache.
The expectations set and the promises made to get me to sign my contract were very different from reality and how I was treated after I was locked into the contract.
I am surprised how each time I get a response from Solar City, I get a different excuse for all of the delays. Blame my town. Blame the electric company. Blame me. "South Windsor increased their permitting fees" is a new one (which is neither true, nor an excuse - Solar City should have paid it in less than the 6 months it ultimately took). Why can't Solar City just take responsibility? Apologize and admit that they FORGOT TO SCHEDULE THE INSPECTION, FORGOT TO PAY THE PERMIT FEES, FORGOT TO DO THE REQUIRED ENERGY EFFICIENCY EVALUATION, AND NEITHER MY ACCOUNT MANAGER NOR SUPERVISOR RETURNED MY CALLS AND EMAILS AS PROMISED. Rather than fixing the problem, I got a call threatening a collection agency and ruining my credit. How terrible. One mistake on top of another.
The claim that I did not make my final payment when due is false - I was told by my account manager in writing not to pay because it was not yet due. Clearly a mistake in hindsight. I was promised I would get a call on Monday, August 3rd with a resolution but would not hear from that person again until December 28th. To make matters worse, my account manager stopped talking to me in the middle of my project. I was promised a new account manager would contact me. Never did.
No, the contract does not stipulate any deadlines for Solar City (but clearly states all of my deadlines and required turnaround times, which I followed as requested). I was promised my system would be up and running in 4 months at most when I was pressured to quickly sign my contract before "construction slots filled up". Clearly this is an abuse. I understand there are delays, but MY PROJECT HAS TAKEN NEARLY 12 MONTHS instead of 4. (I have a technician coming this week due to problems with my solar panels, which I am told are not producing anything, so it may take over a year to get up and running).
If Solar city did their job properly or even called me back when promised (but failed to do on multiple occasions, with multiple people), this project would not have become such a mess.
Solar City is writing me a check for approximately $160 to compensate me for this poor experience. Based on how many additional hours I have put into fixing the situation, this equates to a dollar or two per hour. I give up.
Solar City, please fix your customer service problem and false advertising and save future customers the headache.

Complaint: [redacted]I am rejecting this response because:They mentioned they will contact me. So far I didn't receive any call from them.Sincerely,[redacted]