SolarCity Corporation

Complaint: [redacted]I am rejecting this response because:
Nothing has been resolved as of yet, but I am actively talking with the company and I don't wish to close the complaint.Sincerely,[redacted]

Finally SolarCity has opened in DE and not a moment too soon! [redacted] bought [redacted] and announced rate increases already. I met my Solar city rep in the [redacted] he was well informed and helped my husband and I through the process. It is amazing to me that the whole system is $0 cost in exchange for tax credits and a reduced energy bill!! The toughest part of the process was waiting a month for my HOA to meet and approve the design. Solarcity actually put a new roof on my townhome at no charge and installed the system in 7 hours! Our Delmarva bill is now negative some months and our solar energy expense is 35% less than the utility. Its a no brainer if you have sun hitting your roof. Yes,I would recommend this to my friends and neighbors.

Working with [redacted] to work with him in regards to the second project. Reached out on 6/5/** - sending to upper management to approve removal of the $[redacted] per month on project #[redacted]. Waiting on approval to confirm with [redacted]. 
Eileen Alba, Customer Relations Manager, SolarCity 888-765-2489 x 60182

This matter has already been addressed with the customer. The resolution the customer is requesting is one that cannot be accommodated, the charges are valid.  For further question please contact SolarCity at 888-765-2489.

SolarCity Customer Relations...

Manager, (P. S.) emailed a SolarCity Home Improvement Agreement - Residential contract [DocuSign ID: EB9D1C7A-7B6A-4B5E-8232-599D7F696802) requiring my signature no later than [redacted] or, the contract may be rejected by SolarCity. I signed and returned the contract via email on [redacted] and have not been contacted by a SolarCity representative since. This is a roof complaint addressed months ago to SolarCity. SolarCity has been passing this complaint to different representatives with little or limited knowledge of their job assignment. I have signed the contract as required and submitted for return as required. I need to to know this complaint will be addressed in a timely fashion and not intentionally ignored as it appears they are doing.

Initial Business Response /* (1000, 8, 2014/09/17) */
We have spoken with [redacted]. We have terminated the contract.
Initial Consumer Rebuttal /* (2000, 10, 2014/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We agreed to terminate the contract...

after I sent them information regarding earlier contacts with the Company and the City of [redacted] I am happy to have the contract terminated.

Initial Business Response /* (1000, 5, 2016/01/23) */
We apologized for all the inconvenience with this current issue. As recompense for system non-production, we have issued a check to our customer for the amount of $1090.44. A manager from customer relations is already working with our customer...

for a resolution to the request for a contract change. Our customer relations manager will be in contact with our customer before 2/8/16 with an update. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
PGnE is billing our home an amount of 1,789.90 for the total electricity they gave us throughout the whole last year. That is the correct amount we should be fairly reimbursed for. When I first got Solar City the one reason I agreed to their contracting services was because they said it will be more savings on electricity and as a result on our home budget. I told the guy that I honestly did not want to have a surprise later. Then he explained that the only bill I was going to have was Solar City and the gas bill. According to how he explained it then, I believed we were going to save money with them and were also being eco-friendly with that type of energy. However, besides our home not benefiting from their power system throughout the whole year they are now telling us we have to put the rest of the money PGnE is billing us. The bill PGnE is charging us is of 1789.90 and why would they only pay $1090.44. As I said, it is not fair and it does not make any sense that on top of not having their system on for the whole year and still us paying them (Solar City) on a monthly basis $92.00 we now have to pay the rest to PGnE . That is just not right and is not business ethical at all. We are not able to do that because we are a low income family looking for ways on how to save money and not just getting another luxury so we get an extra bill in our budget. They should make themselves responsible for the whole bill that PGnE is charging us not for just the amount we paid them during the whole year, based on what they told me when I got their system. I would really appreciate if you help us to resolve this conflict and have a favorable response.
Final Business Response /* (4000, 9, 2016/02/05) */
Our customer is currently working with our management team to handle this issue. Please call XXX-XXX-XXXX with further questions.

Complaint: [redacted]I am rejecting this response because: Solar City is still stating the roof was fine and solar panels did not cause any problems or start the...

deterioration of the current roof. They. Again told me they are NOT paying for removal, storage of, replacement of roof or the reinstallation of panels. I refuse to take this as their answer. If I need to get an attorney involved I will. Bottom line is they should have NEVER HAVE installed the system until a new roof was installed. If they would have told me that from the get go I would have told them that they would have to not include me in the solar system. I am still looking for compensation to have new roof installed and would also like to get OUT of my contract with this horrible company.Sincerely,[redacted]

I did not agree with their response because. We went forward with the re-roofing because they told us we need that in order to have the solar panel safely on the roof. We wanted to go forward with the solar panel very much. After the re-roofing was done the Solar City panel installer came to install the panels and went up on the roof they then determined that due to some structural problem the panel could not be put on. We think that Solar City should have been able to figure  this  out when their staff came and inspected the roof and attic before we agreed to move forward. The installers figured it out as soon as they got on the roof and then they did some further confirmation by looking in the attic. Hallmark did the work that Solar City asked them to do. We have no complaints with the roof, but we did not need a new roof. It was only about 6 years old. It was Solar city that said we need it done in a way that soar panels could be put on. The extra cost on the original cost for the roof was because Solar City told Hallmark the wrong side of the roof and figured that out after it was done, so Hallmark came back to do the 3rd side. I now have 3 side of the roof new and one side that does not match. 
Thank you,
Barbara Cecchi

We sincerely apologize for our customer’s frustrating circumstance. A Customer Relations Manager has been in contact with this customer to address this matter and has advised the customer that SolarCity will be accepting the utility statement that he has submitted.  Please call 888-765-2489 option 2 for further questions.

We have are currently reviewing the information we received from the client and working on a resolution to resolve this concern. Once we have the resolution we will present it to the client to make sure the overall concern is addressed. For Further question please contact us at [redacted]

This project has been elevated to a Supervisor of our Customer Relations team who will serve as the main point of contact to assist and resolve the remaining project steps and address our customer’s experience. We have left a voice mail and email to our customer on [redacted] and have provided further email follow-up on [redacted] with updates regarding the transformer upgrade currently in progress. [redacted] has set the utility pole as of [redacted], and now [redacted] has just relayed that the upgrade will be completed by [redacted]. We will be getting further updates from the utility and keeping our customer informed weekly, expediting where we can to bring the project to a close. While the utility transformer upgrade costs are being paid fully by SolarCity in this instance, this non-standard aspect of the solar install has indeed delayed our customer from being able to enjoy the benefits of system. The term of the agreement will not start until it is energized, and we will be working to compensate our customer for the delays and experience. Please call [redacted] with further questions.

Thank you for contact SolarCity. A customer relations manager will be contacting you within the next 24-48 hours. If you have any other questions feel free to contact us at 888-765-2489.

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.

A customer relations manager is currently addressing the customers concerns and we are currently reviewing the account for resolution. The manager will reach back out to the customer with an update.

They flat out lied to us. They told me that the tax credit was refundable, it is not they told me that my loan payment would be 147.00 per month it goes up to 211 in 17 months our electric bill hit 200 once a year there is no benefit to me what so ever. When I call my rep he plays dumb like he didn't say what he said. He sat next to me in my home while I was signing the contract and told me what was in the contract and gave false information and we trusted him to do the right thing.

I have called my agent regarding roof has a leak that has reach the inner ceiling of my home. This water damage is the result of the solar panels. Been 10 days and have not heard from Solar City. Have not even sent out anyone to confirm water damage. If untreated by Solar City roof and structural inner roof which includes wood, insulation, and ceiling structure can and will begin to rot and prompt the incubation of mold. We are expecting rain 30% to 60% all this week. Not pleased with the way Solar City is handling this situation. Complaint was initiated 12/25/2016 and today is 1/2/2017 and no reply to my problem has been addressed as of yet.

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.  I am awaiting a follow up call from Mr. Parker Solar City customer relations with a resolution he assured can be rectified.  He was and/or will contact me in approximately a week from our previous date of contact with a solution.  It was mentioned that the sales rep would contact me as well to complete unfinished contract business.  Proudly grateful to Revdex.com for this intervention.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/01/25) */
We apologize for the frustrating circumstance surrounding our customer's experience. A customer relation manager has been in communication with the customer . We are currently reviewing the account for resolution.

Initial Business Response /* (1000, 6, 2016/02/08) */
SolarCity apologizes for the frustration caused by this situation.
Our head of data and security here at SolarCity has looked into this matter and found out we have an unrelated third party "spoofing" (unlawfully mimicking) our number and...

harassing our customers.
SolarCity is doing everything it can to halt the practice. If are still getting these calls, perhaps we can work together to determine who is actually calling and put an end to the unwanted calls.