SolarCity Corporation

A Customer Relations Manager is currently working with our mutual customers to come to a resolution, and has been in communication with them this week. If immediate assistance is required, please contact 888.765.2489.

Complaint: [redacted]I am rejecting this response because:  As you can see from Solar City's reply indicating that they attempted to contact me on [redacted] -- this is proof that they are making the least of an effort to resolve my issue.  As you can note from the previous correspondence with both Solar City and the Revdex.com, that this has been on-going for months! Solar City is not trying to rectify my problem of low energy output -- this lack of effort only gives the appearance that they don't feel like there will be little if any repercussions for not resolving my issue and that if they do nothing short of making a phone call once a month trying to contact me as a customer that they feel will be sufficient to show some sort of customer service.  I absolutely do not accept their response nor do I agree with their feeble actions of trying to fix my problem of low energy production.  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I was told on May 5th that the project would be turned over to [redacted] and this...

has yet to happen. Solar City will not tell me when it will be done. All I want is the truth. They have called me, but only make excuses. I want a firm commitment from them as to when it will happen. See the attached email from their representative. 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.
Roshica Gomez was very helpful in solving the problem with billing dept.  Apparently, they were not processing payments as defined in my contract with Solar City. I have given notice to [redacted] that I will let the Revdex.com know that, at this point, the issue of improper billing is resolved.  I also explained that in the future, if this becomes an issue again, I have a very  helpful customer care representative to help correct it .Sincerely, [redacted]

A Customer Relations Manager is reaching out to the customer regarding the complaint. Please call [redacted] with further questions.

Initial Business Response /* (1000, 5, 2015/10/02) */
We apologize for the frustrating circumstances surrounding this customer's experience. If the customer can provide the numbers for the telemarketers, we will further look into the request. I was not able to locate any account, referral or lead...

with the information provided, and some telemarketers represent themselves as SolarCity despite having no affiliation. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their explanation is completely ridiculous. They get many complaints for the same reason as mine. I have provided my phone numbers and contact information several times to them, even recently. Why would someone that I have never given my phone number to call me and say they are with Solar City? It was Solar City that called each and every time. Anyway... just because the person that responded to the Revdex.com complaint can not find the info, does not mean anything... maybe they are not looking in the right place... .however, on a good note.. since my original Revdex.com complaint.. I have not received any additional calls.. maybe someone else at Solar City already removed my contact info. Thank you Revdex.com.
Final Business Response /* (4000, 9, 2015/10/06) */
Thank you for the response. To ensure that SolarCity is the culpable party, we request phone numbers to verify the validity of the complaint. SolarCity has found that some companies use the company name without authorization, and in the best interest of the customer, we always like to verify information before proceeding with a course of action. Please call XXX-XXX-XXXX with further questions.

We apologize for the frustrating circumstance surrounding our client, however our Management Team has been in contact with the client. We have explained to the client we apologize for any confusion our agent might have caused associated to us making repairs, however we have been out to the home...

and inspected the area of concern. The damage is coming from repairs completed by a roofing subcontractor, who didn't seal the area correctly. We have advised the client he is able to file a claim with his Homeowners Insurance or reach out to another roofing subcontractor to complete any repairs. SolarCity did not complete the repair work and will not repair this current damage because the client had a third party working in this area. At this time we understand the client concern, however we are not liable for the damage and will not be able to complete any repairs. For further questions, please reach out to 888-765-2489.

Complaint: [redacted]
I am rejecting this response because: I have heard this same exact answer from Solar City since the beginning of this problem. The fact that this problem has been over two years means that Solar City's response is nothing and Solar City still will do nothing about it. Solar City does not care about their customers. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/26) */
We apologize for the frustrating circumstances regarding this customer's experience. Our billing procedures are clearly outlined in the contract, which stipulates that customers are billed on a fixed estimate throughout the year. At the end of...

the applicable period (one year), SolarCity reviews the system's production and either (i) refunds the customer for any underproduction during the period or (ii) invoices the customer for the power produced. The contract that this customer has requires that they pay for all power produced, and the true-up bill settles the difference between our estimated production and the system's actual production. Please call XXX-XXX-XXXX with any further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I discussed the cost with the representative and it was explained to me that for my monthly rate I would receive a certain amt of panels, if I increased my monthly rate I would receive more. Never was a true up discussed. If I had known that this would be an issue, I would have obtained my solar elsewhere.
Final Business Response /* (4000, 9, 2015/09/01) */
We do apologize for the inconvenience. As the agreement was signed with the aforementioned stipulations, we defer to the contract for billing terms. Because our customers are billed for all power produced, overproduction may result in a true-up bill, just as underproduction would result in a refund. Please call XXX-XXX-XXXX with additional questions.
Final Consumer Response /* (4200, 18, 2015/12/23) */
while looking through my original billing I see that it was billed as a lease, no where was it a purchase of energy, the true up is illegal on my acct. just an after thought. I noticed they stopped billing as lease but that does not change our contract.

We apologize for the frustrating circumstance surrounding our customer’s experience. In regards to our customer's concerns, one of our Customer Relations Mangers has worked with our internal departments to come to a resolution; which the customer has accepted.  If you have any additional...

questoins or concerns please call 888-765-2489 with further inquiries.

Tell us why here...
SolarCity has responded to the customer several times through this process. The customer has been advised of the portion of the Main Panel upgrade that SolarCity is willing to cover. As for the 100% off set of the customers electric usage, at no time has SolarCity advised the customer he would get 100% off set of his electrical consumption with the original system.  The system that was provided to the customer has produced higher than estimated kWh. From 6/2013 to 6/2016 SolarCity estimated the customers solar production would be 19,943.167 kWh and as of 6/1/16 the customers system has produced 21,451.408 kWh.  SolarCity cannot promise to cover and provide credits to the customers electric utility billing as we cannot regulate the way the customer uses his electricity.  The request of the customer has been reviewed by our corporate offices and we stand by our decision to require the customer to cover the addressed $3000 for the main panel upgrade, if the customer wishes to proceed with the 2nd contract and system. This decision will not change.  The contract for the customers original system will not change and the customer will still pay the same monthly lease payment for the solar panels currently on the roof of his home.

We're sorry to hear of our customer's concern. A Manager will be reaching out to [redacted] to further address her concerns shortly. For immediate assistance, please contact 877.765.2489 Option 2.

Complaint: [redacted]I am rejecting this response because:
It doesn't outline any plan for completing the...

job they were hired to do.  They acknowledge that I am frustrated and say that someone will call me.  There is no timeline for when they will submit the paperwork to SCE that they've been sitting on for over 2 months, nor has anyone called me yet.  I received an email last week, which I don't know whether or not is related to this Revdex.com complaint, but again, it offered no timeline for actual resolution.  Their own internal delays are not my problem.  If they cannot complete the process of selling, installing, and turning on residential solar systems in a reasonable amount of time, then they need to stop offering them.  In the meantime, they need to submit the required paperwork to the customer's utility, and sort our their internal funding problems on their own time.        Sincerely,[redacted]

I am sorry for the customers situation and the frustrations it may cause. We have reached out to the customer and will explain that the PUC ruling has been accepted in his favor and that he is grandfathered in.

We have been in communication with the customer and are still working to resolve their concerns.  Please contact us at 888-765-2489 if there are any questions.

We are aware of our customer's concerns and a Customer Relations Manager has reached out to address this matter. Please call 888-765-2489 opt. 2 for further questions.

Initial Business Response /* (1000, 5, 2015/11/02) */
We apologize for the frustrating circumstances surrounding our customer's experience. Our customer spoke with our customer relations manager [redacted] on 10/27 and educated the customer on the variable payment terms of his contract. Our customer...

stated he would review the production and billing in 2 months' time and respond accordingly. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We talked and I told the representative that I will hang on for couple more payments and see how it goes but, I still don't understand the way they charge me when I produce electricity and why I get charge .17 cents and only is I pay back the Money that I am supposed to get as a tax return then they will take it down to .11 cents
! DON'T GET IT WHY although they said that I can pay my solar faster but still.
Final Business Response /* (4000, 9, 2015/11/22) */
Our customer has chosen a MyPower agreement, wherein after 30 years' duration, the system becomes the customer's property. Our customer's monthly payments fund the cost of the system. Governmental incentives can be paid to SolarCity for a lower contract price once the customer is able to obtain the incentive. Please call XXX-XXX-XXXX with further questions.

Initial Business Response /* (1000, 5, 2015/09/17) */
We apologize for the frustrating circumstances regarding this customer's experience. Our staff attempted to contact this customer many times to proceed with the project in 2009 but the customer became unresponsive. According to section 25 & 26...

in the original contract, SolarCity will attempt to correct any default to prevent our loss. We sent our customer several communications and did not receive a response and are not responsible for the return of the $1000 as the customer entered default once becoming unresponsive. 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.)
Solar City's response is an outright lie! They made no attempt to contact us or return our funds. Solar City is less-than-reputable and do not deserve the Revdex.com's endorsement! Solar City says "They are not obligated to return funds?" Really? They are just allowed to keep someone else's hard-earned money? Sounds like down right theft to me!
Final Business Response /* (4000, 9, 2015/09/28) */
The initial deposit was required to move forward with permitting, site surveying and the generation of a design. We have record of 5 separate attempts to contact this customer in March and April of 2009 to no avail. In August of 2009, SolarCity sent an email to the customer requesting follow-up. The next time we spoke with our customer was in July 2010, over a year after our last attempt at contact. Because we are outside of the cancellation period, SolarCity will not be refunding the deposit, which was applied to the requisite work completed prior to our customer becoming unresponsive in 2009.
Final Consumer Response /* (4200, 11, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is NOT a resolution. They can say whatever they want. If they were a reputable business they would have returned the money since they did not install the solar system as they indicated on the contract.

A Customer Relations Manager has been assigned to this customers concern and has reached out to the customer as of [redacted] We are currently reviewing the case for resolutions and will continue to reach out to the customer.

(The consumer indicated he/she DID NOT accept the response from the business.)I have been dealing with one of their "Customer Service" managers,...

and they could take some lessons from Comcast. I have been called names by their "Customer Service" people, hung up on and even had my phone numbers blocked from their system. I'm not saving the money they promised, and their lack of "Customer Service" is appalling. They lied to me about every aspect of the system to get me to sign the lease and now I have a bill they want me to pay on a system that doesn't even work. They can either give me the system and I'll have someone I can trust fix it, or they can come and get it, however talking to one of their "Customer Service" manager will do me no good.