SolarCity Corporation

A Customer Relations Manager has contacted the customer on April 26,[redacted] to address his concerns. Any questions please contact ###-###-####.

A customer relations manager has been in contact with [redacted] and have found where the error was that caused the gift card not to be sent. We are currently working on having a new one issued to him. For further questions, please call 888-765-2489 thank you.

Complaint: [redacted]I am rejecting this response because they said the same thing last time. Once I receive what I was promised ,Ill be more than happy to resolve this issue 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, Karin Bauer

SolarCity has gone over the system as sold to our customer and the production offered per our Agreement.  SolarCity confirmed with the customer in our proposal, prior to installation, that the solar would offset a portion of the customers yearly energy consumption at a rate well below that of her utility company. The remaining consumption, not covered by solar, is at the current utility rate. If the customers consumption increases, then the utility bill will increase to cover that need.  
The customer recently informed us that at the time the system was installed, two persons were in the home, now there are four. This most likely is the reason for additional consumption. Our systems are designed based on historical consumption, solar access available on the home, then permitted and approved by the local building department as well as the utility so that we are compliant with those entities. We cannot randomly add more panels to an existing system.   
The solar system installed is performing within our estimates and there is a Performance Guarantee in their Agreement as well.  The Performance Guarantee, providing monitoring is consistent, will allow a per kilowatt payback should the system not perform as expected. 
While we understand that the customer is upset with having to pay more to their utility company, the solar system is functioning per our agreement.

A Customer Relations Manager will be reaching out to the Customer to address their concerns. If yu have any other questions or concerns please reach out to our Customer Care Team at [redacted].

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have requested a copy of the original contract to allow me to evaluate their offer to my client.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
After speaking with a Customer Care Manager, they have refused to reimburse me for the damage that they did to my roof.  They drilled through my new roof shingles to attach an anchor for fall protection.  The correct procedure is to lift the shingles, drill a hole in the substrata for the anchor and when finished, fill the hole and then replace the shingle  back into its original position.  By drilling THROUGH the shingles, they compromised the integrity of the shingles and thus voided my roofing warranty on a brand new roof.  This is NOT ACCEPTABLE and they are liable for the damages.
Donna [redacted]

Initial Business Response /* (1000, 5, 2015/09/14) */
We apologize for the frustrating circumstances regarding this customer's experience. We spoke with Mr. [redacted] on 10/10/2014 and advised him at that time that because the customer signed up through Home Depot, there is no referral bonus....

Referral bonuses only apply to customers referred directly to SolarCity. We are looking further into this and will reach out soon to discuss with our customer. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SolarCity has replied to the issue in a timely manner and has addressed my complaint. Thank you.

Complaint: [redacted]I am rejecting this response because: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. At this point all the work has been completed and the system is up and running (no thanks to their customer service department).  The regional field manager took charge of the situation and got everything taking care of. I will continue to regard the customer service representatives as unacceptable and if I had any means of moving forward without doing business with Solar City I would because of them. That said, as I stated above all work has finally been completed so this complaint can be closed. I thank you for your help in dealing with them.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: The cost to relocate the panels should NOT be borne by the homeowner, nor should they have to have unsightly panels on the front of their home. The obvious solution is to lift the lower edge of the panels to change the angle of sun reception and therefore glare. I do not understand why Solar City refuses to consider this!!! It was Solar City's error in placing these panels such as to create the horrible glare. In spite of several invitations to Solar City representatives to visit our home and experience this glare, no one has come. FYI - the glare is a MINIMUM of 2 hours and permeates the entire living area of our home. Solar City wants to pass off THEIR ENGINEERING SHORTSIGHTEDNESS to the homeowner and neighbors. This neighbor is suffering. There is no reason why we should have to endure being closed in a cave with blinds or shades...we had a lovely view for 16+ years until Solar City invaded the neighborhood. Also of interest is that Ryan Reed, Solar City Representative, told me that they had figure out how to adjust the panels and would do so as soon as they could get a crew out to the sight. This was obviously just a ploy to stall my complaints. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/30) */
We apologize for the frustrating circumstance regarding this customer's experience. SolarCity's contract provides a warranty against roof penetrations made by SolarCity. If the event of Force Majeure, SolarCity does have a removal and...

reinstallation fee that is generally covered by homeowner's insurance. SolarCity does protect our customers that need roof repair as a result of our installation. Please call XXX-XXX-XXXX with any questions.

Complaint: [redacted]I am rejecting this response because:Solar city continues to engage in poor business practice.  If this cannot be resolved I cannot continue to support your company.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Once again this contract we supposed signed was on [redacted] tablet as he said I was initialing for a credit. Obviously we didn't bring our concerns until after because we were told numerous times we could cancel at an time. It wasn't until we contacted a customer service representative that we were told that there was a "contract". [redacted] hasn't owned up for misleading us and the company has told us they don't believe us and have done nothing but give is the run around. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: The Customer Relations Specialist named [redacted] contacted me with a few questions on [redacted] and the situation. However, there has been no confirmation as to whats the resolution and if Solarcity would move the panels. Please do not expect me to close a complaint just because someone reached out. I would be happy to close the complaint when we reach an agreeable resolution.Sincerely,[redacted]

We apologize for the frustrating circumstances surrounding our customer’s experience.  A customer relations manager recently spoke with our customer on [redacted] and explained that the refund of $[redacted] was being processed and should receive within a few days at customers new address. 
Please call [redacted] with further questions.

Initial Business Response /* (1000, 5, 2015/12/16) */
We apologize for the frustrating circumstances surrounding our customer's experience. We most recently spoke with our customer on 12/11/15 to complete a performance analysis, which is currently underway. On that day, a manager set the...

expectation that once the analysis was completed, we would happily review and see if there is need for an additional system. Concurrently, our manager also offered to participate in a phone call with Burbank Water and Power to address the customer's concern regarding their credits. At that time, the customer stated they would follow up with the utility company themselves and update us with the progress. A manager will be in touch shortly to review the analysis and address any new information provided by our customer. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That never happened we talked for about 30 seconds and she started saying you have to wait till the analysis is done we can do anything and kept saying have a nice day to hang up on me. The rest of their replies are lies. From that day on I'm still waiting to get w phone call from the manager.
Final Business Response /* (4000, 9, 2016/01/02) */
We spoke with our customer on 12/30/15 and requested additional consumption information to compare our customer's energy needs at time of sale vs. current energy needs. Our customer replied that they would obtain the requested bills from Burbank Water and Power. Currently, we are awaiting this information to complete the last part of the analysis. Please call XXX-XXX-XXXX with further questions.

Complaint: [redacted]I am rejecting this response because:
While we did receive a call from a manager the matter is still not resolved yet.  My...

wife was told that it would take up to a week to resolve with their accounting people.  However, we have herd this before.  I will hold the complaint open until everything is completely resolved and the matter is closed.
Sincerely,[redacted]

Initial Business Response /* (1000, 9, 2015/06/19) */
Thank you for forwarding this valuable feedback from our customer. We were able to work with our billing department and revise the permission to operate date to 4/09/2015. Billing is in process of being updated. We apologize for any issues this...

may have caused. If 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 response. Yesterday I talked with the billing department. They said the date has been changed, but the credit has not been applied back to our account. Until the credit is applied, I will keep this complaint open. Solar 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 concern. We have spoken with this customer and rectified their concerns. Please 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 around. I had to call the company again on 7/13/15 to confirm that the credit has finally been added. Since we finally received the credit, I will close the complaint