SolarCity Corporation

We apologize for the frustrating circumstances surrounding our customer’s experience. The forms to have the system removed and reinstalled for her re-roofing project have been sent and returned signed by the customer.
The customer has an appointment to have the system removed so she can proceed with her roofing project on 08/11/** between 7-9 AM. if you have additional questions please call 1.888.765.2489 Option 2.

We are aware of our customer's frustrating circumstance and a customer relations manager will be reaching out to the customer shortly. Please call 888-765-2489 for any questions.

Initial Business Response /* (1000, 8, 2015/06/26) */
Thank you for forwarding this valuable feedback from [redacted]. We apologize for any frustration this issue has caused. We are having a Customer Relations Manager reach out to [redacted] to help him resolve. We will be unable to waive the bill because he...

did receive the power that was produced, however we will be happy to discuss what we can do. If you have further questions or concerns, please call XXX-XXX-XXXX.

Complaint:[redacted]I am rejecting this response because:
 
Solar City did request INDIVIDUAL monthly statements dating back nearly two years.  Southern California Edison is not able to provide statements that go back more than a year.  Solar City has been made aware of this.  The usage information necessary for the analysis was available and was made available to Solar City.  This annual summary statement contains all of the information necessary to make the assessment.  To state otherwise is ridiculous.  I was able to determine that my production is 16% more than the previous year with rather simple math.  Asking for additional irrelevant information that Southern California Edison is unable to provide is a ruse to not perform the analysis since it does not fit their narrative.  Once I provided the necessary annual statement, the communications with their "service department" ceased.Sincerely,[redacted]

Contacted customer to discuss concerns. Customer chooses not to proceed with project and customer satisfied with resolve.

Our customer is currently working with our management team toward a resolution. Please call 888-765-2489 with further questions.

A different manager has been assigned this matter due to the communication issues and should be reaching out shortly in order to go over the steps being taken in order to resolve this concern. For further questions please call 888-765-2489. Thank you.

The business and the customer have reached a resolution that was agreed upon by both parties.

Initial Business Response /* (1000, 8, 2015/05/08) */
Thank you for sending this valuable feedback from our customer. We do have a Customer Relations Manager working with him for an acceptable resolution. Please feel free to call XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 10,...

2015/05/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to this customer relations manager 2 weeks ago. Since then, he has not called me back or returned my emails. No resolution has been offered.
Final Business Response /* (4000, 12, 2015/05/21) */
We were able to resolve the customer's concerns to their satisfaction. Please call XXX-XXX-XXXX with further questions.
Final Consumer Response /* (2000, 14, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company solved my complaints.

Initial Business Response /* (1000, 5, 2015/07/27) */
We apologize for the frustrating circumstances regarding this customer's experience. We have spoke with the customer since the initial complaint was lodged and we are happy to report that we have a re-audit scheduled tomorrow. Please call...

XXX-XXX-XXXX with any further questions.

A Customer Relations Manager will be in contact to further help resolve the customer's concern.

Initial Business Response /* (1000, 11, 2014/03/26) */
Thank you for forwarding the valuable feedback from [redacted] 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 will be reviewing all the information in this matter with [redacted] and have contacted him via phone and email.
We will be working with [redacted] to come to a fair resolution.
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 [redacted]
Initial Consumer Rebuttal /* (2000, 13, 2014/04/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After speaking with the Customer Relations Manager, both Solar City And I have reached a suitable resolution

We apologize for the frustrating circumstances surrounding our customer’s experience. A customer relations manager reached out on 03-06-2018 to address and we are currently reviewing the account for resolution. Please call [redacted] with further questions."

We apologize for the frustrating circumstances surrounding our customer's experience. One of our Customer Relations Managers will be reaching out to the customer to address their concerns. Please call (888) 765-2489, option 2 for any further inquiries.

Tell us why here...One of our Customer Relations Managers will reach out to address the customer's concerns directly. Please call 888-765-2489 opt. 2 with further inquiries.

We apologize for the frustrating circumstances surrounding our customer. A Customer Relations Manager will be reaching out shortly to the customer to address and review resolutions to the customers concerns.  Please contact us at 888-765-2489 for further questions.

Complaint: [redacted]I am rejecting this response because: The initial error was a result of Solar City negligence in correctly calculating the number of solar panels needed to supply us with the energy we needed. This resulted in owing [redacted] in addition to what we paid Solar City and cost us more than what [redacted] would have been alone. Their salesman used a bait & switch approach in his sales pitch and gave us and our neighbors inaccurate facts. We were all specifically told that Solar City would come out and clean the panels 2 times a year, we were all told that we could have the system removed anytime during the 20 year contract if we were unsatisfied. Jason Adams also informed us after reviewing our [redacted] statements that Solar City would "take care of" any payment we owed to [redacted]. Jason absolutely lied to us several times. We were informed at any time that we would have separate billing and another non-ACH fee due to Solar City's mistake and having to add additional solar panels. Solar City's business practices are against the law! Sincerely,[redacted]

We are aware of our customer's frustrating circumstance and we have offered to add a snow mitigation to the solar panels to prevent snow from sliding off of the panels. This offer was declined by our customer. A customer relations manager will be reaching out to the customer shortly. Please call...

888-765-2489 for further questions.

We apologize for the frustration surrounding our customer's experience. A Customer Relations Manager will be reaching out to address the concerns stated above shortly. For immediate assistance, please contact us at 888.765.2489 Option 2.

Complaint: In 10-2014 we signed a contract with Solar City. They conducted a Site Survey and told us to get our roof replaced before the panels could be installed. We had the roof replaced and Solar City conducted an inspection and said that we were good to go forward.
Nothing happened for two months. We were told Solar City was waiting on approval for our permit for the panels and then we finally heard that the permit had been rejected. We kept emailing and calling customer service to ask why this had happened. They would tell us they were looking at it but never get back to us. We contacted Solar City’s Engineering department, same thing.
Then on 1-20-15, we finally received an answer from customer service saying that we were disqualified because our roof trusses needed to be brought to code. No mention of this had been made at the inspection.
Desired Settlement: We were able to get out of our contract and signed up with [redacted] with zero problems and no adjustments made to the roof trusses, so no settlement is requested.