SolarCity Corporation

SolarCity has addressed the UCC-1 Fixture filing previously with the customer that the UCC-1 is not lien, it is a fixture filing on the panels, as it is stated in Section 4, paragraph (g), (ii) of the customer's agreement. In a UCC-1, SolarCity in this case, owns the system in case the customer defaults on the home, so we can take the system back. A UCC-1 does look very much like a lien but applies only to the solar equipment and not the customer's home. -
As has been explained to the customer previously, the UCC-1 can be removed for refinancing. We have a team dedicated to assisting customers and their lenders with this removal and often the UCC-1 can be removed in a day or two. Once the refinance is completed, the UCC-1 is then restored. SolarCity is willing to help the customer and their lender when ever they need to refinance or when selling the home.
This is not something made up by SolarCity, UCC-1 Fixture filings are used regularly in business and is stated in the agreement that the customer signed and agreed to the terms. SolarCity would like to move forward to activate the system with the customer so they can get the clean and more affordable energy that solar provides.

A customer relations manager will reach out shortly to address this complaint with our customer. Please call 888-765-2489 opt. 2 with further inquiries.

Tell us why here...One of our Customer Relations Managers is following up to address customer's concerns directly. Please call 888-765-2489 for further inquires.

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.  In addition to their written response, they resolved the problem yesterday by replacing the faulty inverter with a working one. I am pleased to finally have the problem fixed.Sincerely, Kerry[redacted]

We apologize for the frustrating circumstances surrounding our customer’s experience. A customer relations manager reached out on 12/22/2017 to address. This manager will reach back out today to update the customer. Please call 888-785-2489 with further questions.

I did 6 months of research and got proposals from 7 different companies for putting solar on my home. Solar city would not use the panels I requested. they offered a sub quality panel and when they gave me their proposal the 100% production guarantee was not 100%. they would only guarantee 80% of the proposed production of the system. when questioned why their 100% guarantee would not guarantee 100% of the proposed production they replied with "no on in the industry will guarantee 100%. Out underwriter will not allow it" well I found this to be a lie. I found a company that gave me a 100% guarantee of the production they proposed with the panels I wanted. Solar City would not and only tried to bad mouth the other companies. they were pushy to sign and were not happy when I said I had other proposals to consider and would need a week or so to finish my research. I dont like being bullied to sign anything. I would not recommend them to anyone.

Initial Business Response /* (1000, 11, 2015/06/10) */
Thank you for forwarding this valuable feedback. We apologize if [redacted] feels mislead in any way. We will be reaching out to [redacted] to discuss in further detail.
Initial Consumer Rebuttal /* (3000, 13, 2015/06/24) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
SolarCity did reach out to me on 6/18 and requested info to do an analysis, which I sent immediately. The next I heard back from them was today (6/24) asking me to resend the files. At this point we have not reached resolution, however in good faith can we please extend the deadline for this to 7/2 so that I can see what they propose? If 6/25 is a hard deadline, then I'd have to say at this time I do not accept the response from the business.
Final Consumer Response /* (2000, 17, 2015/07/14) */
7/8 Update: Just spoke with [redacted] at SolarCity and he presented me with their proposed resolution. They met most of my requests and I find it to be in line with what I was hoping for. I am pending an amendment to the contract, which once signed, will effectively close this issue from my side.

We apologize for the frustrating circumstance surrounding our customer's experience. A Customer Relations Manager will reach out to address our customer's concerns shortly. Please call 888-765-2489 with further inquires.

Initial Business Response /* (1000, 5, 2015/11/02) */
We apologize for the frustrating circumstances surrounding our customer's experience. A manager will be in touch shortly to advise of the options going forward. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /*...

(2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Solar City contacted me yesterday, November 2nd, by telephone. I can't say that the issue is resolved. I guess I would summarize that we are at an impasse. Its become a standoff of 'he said, she said' in regards to what our sales representative actually said to us and what he's telling his superiors that he said to us. I was told our only resolution was to turn the complaint over to the legal department to determine if we could change our rate to fixed and that should the legal department give that okay, we could not change it back. And this review would take another 4 to 6 weeks.
It appears there is still a misunderstanding of what we were requesting - some type of comparison chart of the 2 rate options over time before we signed a legitimate contract. I was told yesterday there were none available. Well, there is now one in our contract. Why did we not have access to that before signing?
I give up. I was told for training purposes my complaints would be passed ** to the sales reps supervisors. You can close the complaint. I just hope they do take some of this mess to heart and do a better job of providing accurate information to people interested in the solar option.

Complaint: [redacted]I am rejecting this response because: Is already the 4th and nobody from Solar City has contacted me at all regarding this issue. 
Sincerely,[redacted]

We apologize for the frustrating circumstance surrounding our customer’s experience. In regards to the customer's concerns one of our Customer Relations Mangers has reached out to the customer but has not had a chance to speak with them directly. A Customer Relations Manager will be reaching out to...

the customer again soon in an attempt to speak with the customer and discuss this matter further. Please call 888-765-2489 opt. 2 with further inquiries.

Complete rip off my system was off online for over 4 month due to a broke converter on the panel yet they still billed me off "Assumption" they pretty much guessed what my system was producing but never told me the system was offline. the biggest mistake in my home owning experience was getting solar city. not to mention when the system was working I was only getting a average saving of $9 a month on my energy bill. yet paying $80 a month to solar city. BEWARE OF SOLAR CITY THERE A RIP OF!

We apologize for the frustrating circumstances surrounding our customer's experience. We have been working with our current customer as well as the former homeowner to complete documentation in order to re-activate the system.We are actively working with the previous homeowner to complete...

documentation requested by [redacted]. The most recent communication attempt was today (6/6/17). Please call 888-765-2489 with any additional questions.

A customer relations manager will reach out shortly to address this complaint with our customer.

We again apologize for the frustrating circumstances surrounding this matter. These concerns have been addressed with our customer previously by management. Please call [redacted] with further inquiries.

We apologize for the frustrating circumstance surrounding our customer’s experience. A Customer Relations Manager will be reaching out to the customer soon in an attempt to speak with the customer and discuss this matter further. Please call 888-765-2489 opt. 2 with further inquiries.Tell us why...

here...

SolarCity works with several Lenders to finance the purchase of solar systems.  The Lender that the customer chose for his installation starts billing 60-75 days after installation is completed. SolarCity is aware of this timeframe and does it's best to complete post installation paperwork, inspections and to get the Utility approval so the system is producing by the time the customer recieves their first loan invoice.  However, some of these areas are not within our companies control.  Inspections by the local building department, additional paperwork or requests from the Utility can cause the expected timeline to lengthen. This may cause a customer to have to make their first payment prior to the system being approved by the Utility for activation. We did reach out to the customer to review this leaving a voice message and sending an email. As the customer has rejected our response, we will review again the timelines, expections set by our staff to discuss with the customer and resolve their concerns.

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]

We apologize for the frustrating circumstances regarding the experience with one of our employees.  A Customer Relations Manager has reached out on November 3rd, [redacted] at 8:10 am PST, to the email provided in the complaint.  As advised to the complainant, we will be following up on the...

situation internally and offered to add the complainant to the DO NOT CONTACT list.  The Customer Relations Manager has provided contact information to the complainant and is available if any further action is requested.  Please call 888-765-2489 with further questions.

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]