SolarCity Corporation

Initial Business Response /* (1000, 5, 2014/09/15) */
Thank you for forwarding the valuable feedback from Ms. [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 Ms. [redacted] and made prompt contact via phone and email.
Through careful consideration to her needs, we resolved the issue and have come to a mutually agreeable resolution for the misunderstanding. We will make all efforts to ensure that this will not occur again. Ms. [redacted] has scheduled repairs to be made on 9/18 and understands the action required on her part.
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 /* (3000, 7, 2014/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This issue is not yet resolved. The technician came on the stated date but the "Repeater" that they sent with the technician was reportedly damaged so he was not able to install it. When he left the communication was temporarily working and within 3 days it started giving an error stating "Not Communicating" again. They have said they will Fedex another repeater since the one sent with the technician was damaged but I have not received it. This issue is not yet resolved.
Final Business Response /* (4000, 9, 2014/09/25) */
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 recent information in this matter with [redacted] and made prompt contact via email and phone in response to an email from [redacted] we received September 25.
Through careful consideration to her needs, we resolved the issue and have come to a mutually agreeable resolution for the misunderstanding. We will make all efforts to ensure that this will not occur again.
[redacted] received the new repeater via FedEx on September 23 and was able to plug it in herself. We assisted her over the phone in resetting her monitoring system and as of September 25, her system is communicating. We had an internal Technical Support Engineer look into this extensively and determine that the reason for the communication error with her system was due to the extended distance between her energy system's monitoring device and the communication device hooked up to the home internet connection. This has been explained to [redacted] and she understands the reason for the issue and what we did to try to resolve it.
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]
Final Consumer Response /* (2000, 11, 2014/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We apologize for the frustrating situation involving our client. Someone from out Management staff is reaching out to make contact with the client to go over the concern, for further question on the account please contact 888-765-2489

Complaint: [redacted]I am rejecting this response because:  It is a work in progress.  I hope we can get to a resolution, but there is no resolution yet.Sincerely,[redacted]

Complaint: [redacted]I am re*ecting this response because:my complaint has not been resolved. No real explanation as to why I am not saving money.Sincerely,[redacted]

One of our Customer Relations Manager has worked with the customer to get this resolved; the customer has declined all offered resolutions. Please call 888-765-2489 with further questions.

I have been a Solar City rental customer for the past 3 months, and I am very satisfied with their services. My rate increases are locked in for the next 20 years and already the rate is lower than [redacted]. Rental is the way to go since I have to buy my power from someone, why not at a lower rate than [redacted]? Solar City installs for free and maintains and monitors their panels, so there is nothing I have to do except pray for sunshine. Sign up before net-metering is cut off early next year and you can't connect to the grid until [redacted] decides you can again. I am very pleased with Solar City and all of the employees I have encountered.

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]

Complaint:...

[redacted]I am re*ecting this response because: I have submitted requested documentation and have received no reply from Solar City.
They either do not reply at all or are very slow at responding. In this case I have had no response from them.
Sincerely,[redacted]

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

We apologize for the frustrating circumstance involving our customer. We are currently working and finding a resolution for his concerns. A customer relations manager will be reaching out shortly to address this. For further questions please call 888-765-2489 thank you.

Complaint: [redacted]I am rejecting this response because no one from the business has personally contacted me. They have EMAILED me and I have responded back right away with no response for weeks. I have emailed them back 4 times and still havn't received an email addressing the issue or a phone call. They say they have already addressed this issue with me months ago and that is in fact a lie. I have had other issues they talked to me about but never fixed and this is the last thing that made me decide to write to the Revdex.com. I was told in the very beginning of this process that having solar would eliminate my [redacted] bill almost completely, well I just got a $[redacted] bill this month for all the months I went over and wasn't aware of because no one at solar city told me this. That is part of what they preach. I also believe that it is a direct violation of their contract to not advise the customer of this. I am looking into hiring a lawyer to take this matter further since the only thing this company seems to be able to tell me is that I will be violating their contract and will owe them $[redacted] if I break the contract. Funny they can break their own contract and it doesn't seem to matter to them. I will be happy to get these solar panels off my roof and not have to deal with this joke of a company any more!Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
I acknowledge that I have received a phone call about this complaint. However the issue is not resolved, no repairs made yet. Complaint will remain open until repairs are made.
 
 
Sincerely,[redacted]

A Customer Relations Manager reached out and spoke with the Customer on 3/29/2017 . We have explained what the next steps we will be taking and have committed to a weekly update . For further questions please call 1-88-765-2489 . Thank you .

A customer relations manager last spoke to the customer on 02/28/2018 to address his concerns. This matter has now been resolved with the customer as of today, 3/30/2018. Please call[redacted] with further inquiries.

Complaint: [redacted]I am rejecting this response because: I received only one email from...

SolarCity after I sent out my complaint, but there was no update in that email. I called the numbers SolarCity left me last Friday. No conclusion. SolarCity promised to call me back. Nothing happened yet. 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Yes I did speak to someone on 6/1 but they told me I needed to talk to someone else who they had me leave a message for. This is after I  emailed them on 5/24 and left a message on 5/31 both for the Customer Service Rep Assigned to my project Maddie Anderson and I did not get a response from either. So to say they spoke to me on 6/1 is factually correct but the matter at hand has still not been addressed as of 3pm EST on 6/2.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/22) */
We apologize for the frustrating circumstances regarding this customer's concerns. A manager will be reaching out shortly to address. Please call XXX-XXX-XXXX with any questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
I expect the manger to reach out via written form either in email [redacted]@gmail.com OR via postal mail. No telephone discussions will occur for legal reasons. I also expect a corrected bill sent immediately. Until this has happened, this case is unresolved.

Complaint: [redacted]I am rejecting this response because: no relations manager has reached out.  The only person I have talked to is Laura and I CALLED HER THOSE DAYS. And like I said she DOES NOT have the authority to tell me the panels can be removed. So I don't know why you keep saying this person has contacted me. I need someone with authority to say you will remove the panels.Sincerely,[redacted]

Revdex.com:Everything has been handled and would likr to close this case now.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]

Thank you for forwarding our customers concerns. We have reached out to this customer on multiple occasions since she first presented her concerns to SolarCity in [redacted]. We have explained that the UCC -1 fixture filing is not a lien and could be removed temporarily during her refinances. The...

UCC-1 is protection for our equipment only and again the customer can have it removed for refinancing, in fact, we have a specialized team that does this, which we have explained to the customer. Still, we have been refused by the customer to allow SolarCity to perform inspection corrections as required by the utility so we can move forward to activate her solar system.
Multiple members of our Customer Care and Management team have spoken with the customer about these concerns with unfortunately the same refusal on the part of the customer. The customer signed the agreement, acknowledging that they read as well as understood the terms and conditions of the agreement. SolarCity is willing to get the system activated, however, the corrections must be made so the utility will give it's approval to activate the system.  
We have tried to work with the customer, we even had a date scheduled for the corrections but the customer turned our crew away. At this time, the customer is in default of the agreement and we have presented the customer with a settlement to remove the system. This would be at a cost to the customer as SolarCity has been compliant with the agreement in trying to move the project ahead. We have notified the customer of the default by email and mail, this is not a step that SolarCity would like to take but the customer is refusing to move forward.