SolarCity Corporation

In November 2014 my wife and I had Solar City install panels on our roof. We were told by our sales man [redacted] that we could expect to be using the panels in the next 90-120 days. As of today June 24th, 2015 we are still not turned on. This is because Solar City designed a system that is too big for our house and [redacted] will not agree to turn it on.

We have contacted Solar City on several occasions and have voiced our frustration and concerns on not having our solar up and running. We have been pushed to the sides for months. Because the system is too large we are being told we have to itemize everything we have that plugs in so they can approve the system size. This is crazy since 2 people from solar city have been out to take photos of our stuff.

We are absolutely fed up with the inconsistancies that we are hearing. Monday June 22nd, 2015, our original salesman contacted me to discuss what we can do to get the large system approved. He told us to go on [redacted] and purchase

We apologize for our customer's experience. A Manager has already made contact with the [redacted], will follow-up again shortly, and will continue to do so until all concerns are addressed. For immediate assistance, please contact us 888.765.2489. Thank you.

A customer relations manager has reached out to the customer with a voicemail and an email. Please call 888-765-2489 for further questions.

Initial Business Response /* (1000, 8, 2015/05/20) */
Thank you for forwarding this valuable feedback from our customer. We have tried to reach them via email and phone on the following dates: 5/6 at 2:00PM LVM for site visit, 5/7 at 9:40AM LVM, 5/7 at 1:40 Asst. Regional Operations Manager left a...

voicemail, 5/XX X:XX AM sent email, 5/15 at 10:04 we sent email and left a voicemail on both numbers on file.
We would love for them to contact us so we can address the issue. XXX-XXX-XXXX.

A customer relations manager reached out to the customer on 6/1 and worked with the customer towards a fair resolution. We consider this matter resolved. Please call 888-765-2489 with further inquiries.

We are still coordinating discussion with our customer regarding their complaint. We will reach out again tomorrow to update our customer.

We apologize for the frustrating circumstances surrounding this customer's experience. The federal government offers an incentive whereby a customer may claim up to 30% of the value of the system. We recommend all customer speak with their tax preparant to review how to move forward with the...

application for this incentive. Under section [6. Acknowledgements] of the Agreement, the following was agreed to: "You understand that in order to realize the benefit of the solar investment tax credit, you must have federal income tax liability that is at least equal to the value of the tax credit". As mentioned earlier, we do recommend reviewing the tax options with a preparant that will be able to work with our customer to claim the maximum amount available to them. For further inquiries, please call 888-765-2489.

We are aware of our customer's frustrating circumstance and a Customer Relations Manager will be reaching out to our customer shortly. Please call [redacted] with any questions.

We apologize for the frustrating circumstances surrounding this customers experience. SolarCity has provided documentation in alignment with the sellers wishes. The seller has expressed that he would like the new homeowner to resume and to takeover the lease contract with SolarCity in lieu of other...

options. We recommend the buyer review this information with the seller directly as it is in accordance with their wishes. Please direct further questions to (888) 765-2489.

Initial Business Response /* (1000, 5, 2015/09/17) */
We apologize for the frustrating circumstances surrounding this customer's experience. Our signed agreement by Mr. [redacted] and Ms. [redacted] stipulates a $0.1250/kWh with an annual 2.9% escalator and was signed on 4/6/2015. As early as...

July, the customer notified us that he did not wish to proceed if SolarCity could not eliminate the 2.9% escalator. Pricing, as noted in the contract, is subject to change after 30 days. As SolarCity had not yet begun any construction work, the project stalled for several additional months. If the customer would like to move forward as per the signed agreement, SolarCity will happily oblige. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is exactly what I was talking about, only now, there's even more incorrect information being supplied.
As previously stated, I have signed and submitted MANY contracts. All of which, have been lost by Solar City, dating back to the beginning of 2014.
As previously stated, it was proven, VIA A LIVE RECORDED TELEPHONE CALL, that the Solar City e-mail/contract submission system was experiencing errors... AGAIN, IN REAL TIME, LIVE.
Live, on the phone, 4 to 8 contracts e-mailed to me from the Solar City rep, to my e-mail address hosted by Google (G-mail), failed to fully be received.
Live, on the phone, I e-signed every document I received. The Solar City documents stated they were complete and submitted.
Live, on the phone, the Solar City representative DID NOT RECEIVE one document after another.
Live, on the phone, the Solar City rep finally received ONLY ONE document. A Solar City success rate of only 10-20%, meaning a Solar City FAILURE RATE of approximately 80-90%.
Live, on the phone, the document e-signed/received was for a NON-ESCALATOR rate of 13.29%, NOT 12.5% with an escalator, as AGAIN INCORRECTLY STATED ABOVE. Regardless, I only signed EVERY document to try and move things along... AS I HAD BACK TO EARLY 2014.
I WANT THE ORIGINAL E-SIGNED AGREEMENT THAT SOLAR CITY HAS FAILED TO FOLLOW THROUGH WITH; $0.1049%/kWh (10.49%) WITH A LOCK (NO ESCALATOR) FOR THE 20-YEAR TERM.
SOLAR CITY CAUSED ALL OF THE DELAYS, OUT OF MY CONTROL.
SOLAR CITY ASSIGNED REPS WERE SEPARATED FROM THE COMPANY. I WAS PROACTIVELY REACHING OUT, BUT NO OTHER SOLAR CITY REPS WOULD ASSIST BECAUSE IT IS, "AGAINST POLICY." MORE DELAYS.
SOLAR CITY REPS WOULD NOT CONTACT ME IN A TIMELY MANNER EVEN WHEN, AGAIN, REACHING OUT TO SOLAR CITY.
SOLAR CITY'S PROVEN 80-90% FAILURE RATE, WITH DOCUMENT HANDLING, CAUSED ADDITIONAL DELAYS, SO MUCH SO THAT A REP DECIDED TO HANDLE IT LIVE OVER THE PHONE AND WITNESSED CONTINUED/REPEATED FAILURES WITH THE SOLAR CITY SYSTEM.
YET, I AM THE "AT FAULT" PARTY FOR NOT COMPLETING THIS WITHIN 30 DAYS, BACK IN VERY EARLY 2014???....
Your response helps prove no one knows what is going on by stating a rate that was never even so much as talked about. I just called and confirmed the ONLY 2 current rate options are a 10.49% with 2.9% annual escalator AND/OR a 13.29% LOCKED option.
What you state you have signed, 1) was NEVER SIGNED BY ME/US and 2) Sounds like you are attempting to scam an even higher rate as the current rates are less expensive than this imaginary information you've just now provided.
Speaking of, this is important, EVERY REP HAS ASKED ME TO e-SIGN BOTH MY NAME AND [redacted]'S NAME TO MOVE PROGRESS FORWARD, WHICH IS HIGHLY ILLEGAL. THE SOLAR CITY REPS DID NOT CARE AS THEY APPARENTLY ONLY WANTED A COMMISSION.
ANYWAY... I signed this agreement - $0.1049%/kWh (10.49%) WITH A LOCK (NO ESCALATOR) FOR THE 20-YEAR TERM, in early 2014.
I signed this document just behind a colleague - [redacted], located at [redacted] XXXXX. [redacted] lives around the corner, in my same zip-code as you can see. If you look up his information, you will see this exact same rate I speak of, which is the exact same documentation I signed with the exact same Solar City rep. This was when we were both supposed to receive 100% coverage before the state passed [redacted] legislation. Again, a loss due to delays caused by Solar City, out of my control. [redacted] lucked out as the rep had not become so busy as to begin blowing off clients like myself.
This is additional proof. Both [redacted] and I were working with the same representative. I was just barely behind [redacted] when the Solar City rep stopped assisting me due to his promotion, all other Solar City reps denied me assistance stating that they, "Were not allowed," and the delays began to commence.
Never-the-less, both I and [redacted] e-signed the required documentation for - $0.1049%/kWh (10.49%) WITH A LOCK (NO ESCALATOR) FOR THE 20-YEAR TERM, in early 2014. We are still willing continue, if and only if, Solar City will hold up to their side of the agreement. Truth be told, by Solar City not providing the installation at the agreed upon rate -$0.1049%/kWh (10.49%) WITH A LOCK (NO ESCALATOR) FOR THE 20-YEAR TERM, in early 2014... Solar City is in breach of a contract that has been conveniently "lost," "misplaced," or "never received." Because, proving their system makes mistakes over and over is not good enough. Besides, we all know technology is perfect, right? (sarcasm)
Solar City lost the documentation, Solar City caused all the delays through reps not following through due to promotions and so on, regardless, it is on Solar City's behalf. Solar city was proven to have dropped the ball over and over. Solar city has been proven LIVE OVER THE PHONE, that their systems failed numerous times... yet, for some reason I am to be accountable?
All they ever say is, "I can see everything you've been going through and I am sorry you had to deal with all of the complications." This is a DIRECT ADMITTANCE TO SOLAR CITY'S Faults, but they (Solar City) are not willing to put their name where their mouth is.
Solar City is Always Right, the consumer is Always Wrong, Solar City makes mistakes, blows off customers, admit to their wrong doing and mistakes, are shown proven system errors, but who cares, do what Solar City wants or get out of their way. This is their Mission Statement.
Final Note, I was also referred to a [redacted], "Director of Ins-Sales." I was given his name, number, and direct extension by an employee trying to do the right thing and help out.
I contacted [redacted] four (4) different times. [redacted], never answered once. I left [redacted] two (2) polite voice-mails with my name and number. I have NEVER heard from [redacted] via a call, text, e-mail, or voice-mail... expected... it's the Solar City way.
I have an EXCELLENT LOCATION FOR MARKETING and all I ask, after all the stress Solar City has put me/us through, is to follow through with their part agreement ($0.1049%/kWh (10.49%) WITH A LOCK (NO ESCALATOR) FOR THE 20-YEAR TERM, in early 2014). They are proven at fault and in the wrong from every angle, yet Solar city refuses to provide quality service. It is definitely a quantity operation with Solar City.
Thank you.
Final Consumer Response /* (4200, 11, 2015/10/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, as it apparently does not appear to be "Sinking in"...
I would have previous copies of up to TWENTY (20) different signed contracts, HAD Solar City's SYSTEM BEEN WORKING CORRECTLY.
Only ONE (1) went through, on a Live phone call where it was witnessed, Live, an approximate failure rate of Solar City's system at an astounding 80%-90% via multiple attempts of Solar City's contractual system, Live!!
1 - The document I have a copy of is different than the one you incorrectly notated or made up (more believably), in a previous response here, in an attempt to make even more money. Total fraudulent behavior/actions.
2 - Suddenly you (Solar City) now make light of an apparent "Out" via DocuSign. How convenient that all of these problems, brought up over and over throughout this process back to early 2014, are said to be out of Solar City's control.
3 - If that were not a good enough loop-hole for Solar City, you state, "If a technological glitch prevented the contract from being signed or resulted in the non-process of the contract, is it considered invalid."
This is an absolute way for Solar City... it's faulty in-place systems, poor customer service, inappropriate sales techniques, and blatant disregard to display a bit of concern or heart, when a most obvious, blatant, and clear representation of failed systems and zero concern to help a customer, ESPECIALLY when the customer flat out asks for help in an attempt to continue with the sale/process... to WASH ITS HANDS CLEAN.
This is sickening. The fact that Solar City has put me through all this stress and misery. Tthrough it all I "Man Up" by placing my foot forward and still give Solar City an attempt to right its outright 100% proven wrong, though I've already lost 100% coverage due to state legislation thanks 100% in part to Solar City's LACK OF FOLLOW-THROUGH WITH ANYTHING... Solar City has so much of an ego and is too proud to admit when they are wrong.
It's as if Solar City were to be shown a picture of an automobile and Solar City's response would be that it was a Giraffe.... What?! Any normal human being with an IQ of 40 or above sees an automobile, it is proven without a doubt to be an automobile, let alone having no animalistic characteristics. Solar City would stand tall and proud in its stance, where 99.9999% of intelligent human-beings see the image as an automobile, that Solar City sees a giraffe.
In court, this would certify a person as clinically insane.
I will not be satisfied until Solar City rights its more-than-proven wrong and corrects its contract back to that which was signed early 2014 with my very first of many representatives, [redacted] M.
The contract (10.49 cents /kWh, Locked with No escalator, with 100% coverage) exists.
I have additionally shown proof of the colleague that was also assisted by [redacted] M. during the exact same time frame of my contracts signing. My colleagues went through, mine was signed, lost by Solar City, followed by the representatives failure to contact or be reached, several other representatives blew me off as, "Assisting me was not allowed by anyone other than the one who was impossible to contact or receive contact from," [redacted] M. disappears from Solar City all-together (how extra convenient), the rest is history.

Final Business Response /* (4000, 18, 2015/10/21) */
Hi [redacted],
All contracts that are generated and signed are sent immediately to the customer and SolarCity. DocuSign is an program completely independent from SolarCity that we utilize to process our contracts. We have no records of a glitch that would have prevented us from receiving or sending out the contract and we also do not have a proposal reflecting the terms as described by our customer. Without the actual contract, I am unable to verify the claims set forth. It appears that the customer wishes to negotiate the current pricing rates, which is something we are unable to accommodate. If the customer is able to provide what we are requesting (an agreed-to contract, agreement, etc), I would be happy to look into this further. However, to date we have not received this contract.
Please let me know if I can be of further assistance.
Thank you,
[redacted] Supervisor,

Complaint: [redacted]I am rejecting this response because:
A customer service relations manager did contact me but did not offer any solution beyond...

re-explaining the contract on the assumption that as a customer I should have read the contract. I did indeed read the contract, but was told repeatedly to disregard the pieces that are now at issue. As such, it appears that I am locked into a contract I clearly do not agree with because of a sales representative's need to make a sale. BUYER BEWARE! I am upset that no solution nor compromise could be made and this is simply an unpleasant situation to be in. This is through no fault of the customer service relations manager, but I hope that there will be stricter guidelines and reprimands for sales representatives moving forward.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: it is the same response but no action is takenSincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/14) */
We apologize for the frustrating circumstances regarding this customer's experience. A manager will be in touch shortly. Please call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)
A Solar City tech replaced a fuse for the solar panels on 11 Sept 2015, after replacing the fuse, the output went from 1000 watts to 2200 watts.
The solar panels continue to operate normally again
A customer relations manager is working with me to get a Customer Satisfaction payment.

We have made contact with the client to discuss this matter and requested the client return the necessary documents to have the refund processed. The client has sent back the documents needed and we are processing his refund to resolve this matter. The client is aware of the timeline for...

the check to be received, for further question please contact us at 888-765-2489.

Complaint: [redacted]I am rejecting this response because:
 
SolarCity reached out to me to say... they don't have any new information for me.
Here is the last 2 pieces of correspondence sent to/from SolarCity regarding this issue, the most recent response from SolarCity is February 16th: 
From: Roshica Gomez <[email protected]>Date: Thu, Feb 16, 2017 at 2:23 PMSubject: RE: SolarCity Customer Relations Management JB-9511704-00To: [redacted] <[redacted]>
Dear [redacted],
Thank you so much for your patience while I continue to work on a solution.
I am still in the process of investigating why there was a failure in notification when your system went down.
I understand you are frustrated and want to ensure you that I am continuing to work diligently to find a solution.
Best Regards,
Roshica Gomez | Customer Relations Specialist | SolarCity | t: 760.232.4985 CA CSLB 888104, MA HIC 168572/EL-1136MR. Click here to view our complete list of license numbers by state.
 
From: [redacted] [mailto:[redacted]] Sent: Friday, February 10, 2017 5:58 PMTo: Roshica GomezSubject: Re: SolarCity Customer Relations Management JB-9511704-00
 
Roshica,
Let's continue to communicate over email. 
I don't know why you need the gateway up to verify that the system was not producing since [redacted] of last year (see attachment), but I am being cooperative. 
Do you have the resolution we spoke of?   I am returning your email within the hour you sent it; I will expect a likewise expedient response. 
 
Thank you,
[redacted]
iTypos by iPhone

 
As you can see, I waited 2 weeks before filing a complaint with the Revdex.com. I had told Roshica of the difficulties and experiences I've had with SolarCity and that I did not want the same treatment. This latest iteration only reinforces everything I have stated so far about how I've been treated by SolarCity. There is nothing more to add; I would like for SolarCity to accepet the resolution I've proposed.

Complaint: [redacted]I have been in contact with [redacted] from Solar City. On [redacted] he confirmed that the panels would be removed (at no charge), and my roof would be fixed. I am rejecting the response only because I haven't received anything in writing, and I would like to keep my claim open until I get some confirmation or the panels removed. Thank you so much. Sincerely,[redacted]

Initial Business Response /* (1000, 10, 2015/03/18) */
Thank you for forwarding the valuable feedback from our customer 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 our customer and made prompt contact via phone. He spoke with our Customer Relations Manager on 2/5/15. Through careful consideration to his needs, we resolved the issue. We made repairs to the customer's system on 2/5 and it has been performing normally since.
The agreement our customer has with us includes a "Power Production Guarantee" and states that if at the end of each successive twenty four (24) month anniversary of the first monthly payment the cumulative Actual kWh generated by the System is less than the Guaranteed kWh, then SolarCity will send customer a refund check equal to the difference between the cumulative Actual kWh and the Guaranteed kWh multiplied by the Guaranteed Energy Price per kWh, as defined in the contract. For this reason, we will not reimburse the customer for any potential lost production during the time his system was experiencing technical issues.
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]. Thank you.
Initial Consumer Rebuttal /* (2000, 12, 2015/03/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

A customer relations manager reached out on [redacted] to address and we are currently reviewing the account for resolution. This manager will reach back out soon to update the customer. Please call 888-765-2489 opt. 2 with further inquiries.

A Customer Relations Manager has reached out on 06/10/[redacted] via phone  and email to assist with no response. A Customer Relations Manager will reach out shortly. For further questions call 888-765-2489. Thank you.

We apologize for the frustrating circumstance surrounding our customer’s experience. In regards to the customer's concerns one of our Customer Relations Mangers will be reaching out to the customer directly. Please call 888-765-2489 opt. 2 with further inquiries.