SolarCity Corporation

We apologize for your frustration. A Customer Relations Manager will reach out to you and  discuss your concerns.

Initial Business Response /* (1000, 5, 2015/10/08) */
We apologize for the frustrating circumstances surrounding this customer's account. Snow mitigation does not fix or alleviate ice damming, which can result from improper ridge or eave alignment. Our snow mitigation system is primarily meant to...

slow the melting rate of the snow so that it does not slide off the roof in one large clump. In some instances, these systems can slow the melting of the snow/ice as it is kept on the roofline longer to alleviate dangerous snow drifts. A customer care agent will reach out shortly to inform the customer of this. If the customer would still like to pursue snow mitigation, we can accommodate. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still maintain that Solar City should make a site visit to my home to evaluate the potential effectiveness of a snow mitigation system for the roof lines that are most impacted by snow melting off the panels and mounding on my roof. They prefer to look at my property by satelite and tell me there is no solution!! After a very unsatisfying conversation yesterday with [redacted] from " Solar City Customer Care", who by the way knows nothing about ice damming, he eventually agreed to place another work order to have an agent make a site visit to my home. He tells me I will get a call in 1-2 weeks. I have noted this in my calendar.
I continue to be extremely disappointed in Solar City's lack of interest in finding the right solution for a problem they have caused which created serious and expensive damage to my home. The fact that they flatly refuse to have an expert talk to me or look at the issue in person is unacceptable. Additionally, they will not even consider removing these panels because of course they will lose money. Yet it seems to be ok with them that I'm entirely dissatisfied and very concerned about more damage occurring this winter and beyond. I have never experienced such overt
lack of customer focus in 35 years of owning and running a home. Just Unbelievable!
Final Business Response /* (4000, 24, 2015/12/03) */
We thank our customer for her patience. We will be in touch to schedule to installation of the snow mitigation once we have all requisite parts. Please call XXX-XXX-XXXX with further questions.
Final Consumer Response /* (4200, 26, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept this response when the snow mitigation system is installed. [redacted]

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

Robin in customer relations and she said that she would speak to management and call me back in a week or so. I will wait to here back from Robin at Solar City and hopefully be able to resolve my complaint.
Sincerely,[redacted]

A Customer Relations Manager will be reaching out to our customer within the next 24-48 hours to discuss their concerns.

Complaint: [redacted]I am rejecting...

this response because:
The response only mentions that my account will be reviewed, and that's the problem. Nothing has happened except review and investigation for the past two months. I have a service appointment scheduled with them for Monday March 12 where they are supposedly to replace or fix the faulty inverter. If that actually happens, then I will be willing to close the complaint at that time.Sincerely,Kerry [redacted]

solar City Complaint resolved

Complaint: [redacted]I am rejecting this response because: They have not contacted me in regards to my issues, they keep given me the run around. The last time I spoke to them was about a bill not in regards to my issues!!Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/16) */
On 8/7, SolarCity responded via email to Ms. [redacted] that the billing error had been corrected and advised that a full payment history would be sent for clarification. On 8/11, our billing department spoke directly with the customer to...

resolve. Please call XXX-XXX-XXXX with any additional questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent Solar City a payment on August 6th via US Mail to the address provided on the bill. No remittance envelope was included, so had to address myself - no big deal, but the check has not cleared as of today, August 23.
I am also asking for an extension to the Sept 1 resolution date. The billing period ends Aug 31. I would like until Sept 10 to see if I receive a bill showing that the billing errors have been corrected. I have been trying to pay this company since June. They do not have an on-line payment option to pay my bill - only a auto function for them to take payment straight from my account. I am not confident about this arrangement given the issues so far. The check I mailed on Aug 6 is check #1019 for $79.63. Again, it has not yet been cashed.
Final Business Response /* (4000, 20, 2015/09/05) */
SolarCity does not consider this matter resolved and is actively working with Ms. [redacted] regarding her billing concern. A manager has been consistently in touch since the complaint was filed and we are working toward a resolution. The most recent contact to the customer was on 9/5. Please call XXX-XXX-XXXX with further questions.
Final Consumer Response /* (4200, 22, 2015/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SolarCity did provide a manager to speak with me. I was told because a prior payment I made via US Mail on Aug 6 never reached the organization that I could make a one-time telephone transaction to pay the amount of the check that was lost plus what I currently owed. I did the telephone transaction with SolarCity on Sept 9 at 5:00 p.m., at that time they told me my balance was $169+ which included a past due amount from the check I sent them but they never received. On Sept 10 my telephone transaction posted to my bank account - along with the check they said they never received! Now they have $79+ more than they should. It seems odd that they said they had no record of receiving my check on Sept 9 at 5:00 but the canceled check posted to my account the next day. I have called and emailed to ensure this extra payment will become a credit on my bill, but have not received any response from the company. Just when I think we have resolved everything, a new wrinkle shows up. SolarCity continues to tell me that I should be paying by ACH, but I have no confidence that they will take the correct amount out of my account. I would like to continue to pay by check as we go and have the $7.50 check fee waived until confidence is instilled. My absolute preference would be to cancel my lease with this company.

We apologize for the frustrating circumstance surrounding our customer’s experience. In regards to the customer's concerns one of our Customer Relations Mangers is working to get this resolved. 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 with further inquiries.

Complaint: [redacted]I am rejecting this response because:
We just made contact with two Solar City representatives on 06/16/[redacted] and we feel we should give these two time to resolve this problem.
What's interesting is they see that the error is a result of Solar City's design, which is a first. We feel that we should allow the time they asked for, 5 business days.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]

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

I have been having an ongoing issue with Solar City since the panels were first installed in November of 2015. I have spent $1000 of my own personal money to get the solar panels installed because I had to have a 100 year old tree cut down but THEY never told me this prior to installing the panels. That was THEIR mistake but since I had already signed the documents I was obligated to them installing the panels!! On top of that they wound up giving me 2 different systems with 2 different inverters with 2 different account numbers and I get 2 different monthly bills!!! AND is that wasn’t bad enough, the solar that I am generating is NOT being applied to offset my electric charges from the utility company. So now my Central Hudson electric bill has stayed the same AND I am incurring additional monthly charges because Solar City is sending me bills as well. I have spent countless hours on the phone and I have all the emails (95 so far) saved as proof of the ongoing fiasco.

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.

Initial Business Response /* (1000, 8, 2015/06/10) */
Thank you for forwarding this valuable feedback. We have spoken with [redacted] and we have been able to resolve to both parties satisfaction.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/11) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
Thank you - I received a call from Solarcity and they have agreed to the same

We apologize for the customer's frustration. A Customer Relations Manager will reach out to the customer to discuss their concerns. If you have any other questions please call customer care at 888-765-2489.

Initial Business Response /* (1000, 9, 2014/12/30) */
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 reviewed all the information in this matter with [redacted] and made prompt contact via phone.
Through careful consideration to their needs, we resolved the issue and have come to a mutually agreeable compensation for the misunderstanding. We will make all efforts to ensure that this will not occur again.
[redacted] will be receiving a customer satisfaction payment by January 31, 2015.
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] extension XXXXX.
Initial Consumer Rebuttal /* (3000, 12, 2015/01/05) */
12/30/2014 - I have received a call from SolarCity and they have offered to cut me a check for $500, mailed to my street address. I will close this case when the check arrives and clears.
Final Consumer Response /* (2000, 15, 2015/01/14) */
First, allow me to note an inaccuracy in SolarCity's response. The telephone contact was not prompt. SolarCity missed their initial 30 day contact deadline. The Revdex.com had to reach out to them again in order to get a response.
During the call, SolarCity offered me a check for $500, mailed to my address, which they delivered.
This complaint is now resolved satisfactorily.

We apologize for the issues that the customer has experienced. We have addressed the issues with the system and compensated the homeowner.

Initial Business Response /* (1000, 5, 2015/10/07) */
We apologize for the frustrating circumstances surround this customer's experience. The very first page of the contract states that energy will be purchased at the rate of 0.1519¢/kWh, meaning the more kWhs that are produced by the system, the...

larger the energy bill will be. Section 4.(b) of the contract stipulates: "Your monthly payments will be the product of (A) the price per
kWh multiplied by (B) the actual kWh output for the calendar
month ("Monthly Payments"). Invoices for Monthly Payments
will be mailed or emailed no later than ten (10) days after the
end of a calendar month. If you are paying your invoice by
automatic debit from your checking or savings account (ACH)
we will debit your bank account on or about the 1
st day of the
next month following invoice (e.g. January invoices are sent in
early February and debited on or about March 1). Monthly
Payments will change as your price per kWh changes over the
Term of this PPA and as System production varies (e.g.,
summer has higher production). You will have regular access
to the System's production via your SolarCity online account.
Payments due upon installation, if any, are due immediately
prior to commencement of installation." Our energy consultants do speak to estimated monthly billing, but that number is average over the course of 12 months. If the energy consumption increases overall, the total billed amount will increase accordingly. PG&E's billing is administered by their billing department and SolarCity has no control over their billing practices. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, the contract says that. But the sales representative did not explain that and did not produce a copy of the contract. ANOTHER EXAMPLE OF BUYER BEWARE! We were told out of the salesman's mouth what our monthly rate would be - we believed him. There was no explanation such as given here, I don't think the salesman was that bright. And as for what PG&E charges, your sales man stated $4/mo. and according to the Calif. PUC the increase of greater than 50% to $10/month was know months ahead of time and likely very well known by Solar City as well. It seems they just did not share that fact with us. IF the truth were told the night we signed with Solar City we would have been told ultimately THERE IS NO VALUE IN SOLAR CITY LEASE, IT IS JUST A DIFFERENT WAY TO GET POWER, NOT CHEAPER, NOT BETTER JUST LINING THEIR POCKETS.
I only hope our mistake of contracting with this company will help others stay away!
Final Business Response /* (4000, 9, 2015/10/18) */
We apologize for the frustration. A copy of the signed contract is sent immediately upon signing to the email address on file. PG&E does not furnish SolarCity with their rate increases. We encourage all of our customers to review our contract at length with any entity that may help to clarify the terms of the agreement. We invite our customer to engage us in July of 2016 to perform a yearly production analysis to demonstrate the savings due to the system's installation and production. Please call XXX-XXX-XXXX with further questions.

We apologize for the frustrating circumstances surrounding our customer's experience. We last spoke with the customer on 6/29 and are actively participating in resolution efforts to these concerns. Please call 888-765-2489 with further questions.