SolarCity Corporation

We apologize for the frustrating circumstances surrounding our customer’s experience. A customer relations manager has been working with our customer to address this complaint . Please call 888-785-2489 with further questions.

Complaint: [redacted]I am rejecting this response because: The salesperson mislead us and lied. The contract...

is very one sided and we are not saving what we were told we would save. The government needs to investigate these solar companies for the sales tactics, lies, and one sided contracts that benefit the solar company more than the consumer.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]

Complaint: [redacted]I am rejecting this response...

because:
Nobody care to make an attempt to resolve the wrongdoing. They sent me an email to call them and when I called, nobody care to help. Left the voicemail- no response for 6 days.
Overcharging and making up "electricity production" are illegal matter which need to be addressed properly at the highest concern.
The company's business need to be audited and review by proper authorities.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/06) */
We are very sorry to hear of the inconvenience our customer has had to endure. Mr. [redacted] is currently working with one of our relations managers to ensure this reimbursement is expedited. We expect this matter to be resolved shortly and we...

appreciate Mr. [redacted]'s patience in the interim. Please contact us with inquiries at XXX-XXX-XXXX.

Complaint: [redacted]I am rejecting this response because: It's an email auto-reply that does not resolve the issue.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I am still negotiating with company to resolveSincerely,[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)Again my roof has been leaking for almost 9 MONTHS!! Why is it taking this long to resolve?!!! Every time it rains or snows we have water coming in our house, I DO NOT understand why is has taken this long and we still have NO determination as to when solar city will make a decision. Why do they NOT have a time limit. I believe we have been MORE than accomodating considering this mess. We want our roof fixed ASAP, the way it was BEFORE solar city made a mockery of this whole thing. I want them to MAKE A DECISION IN A TIMELY MANNER, 9 MONTHS LATER IS NOT CUTTING IT.

Thank you for bring this to our attention our Manager is actively reaching out to resolve the customers concern.

Our customer is currently working with a Customer Relations Manager regarding his concerns. Please contact [redacted] with any questions.

Initial Business Response /* (1000, 5, 2015/09/10) */
We apologize for the frustrating circumstances regarding this customer's experience. Generally, SolarCity will contribute in any reasonable way to a customer's project in order to allow it to move forward. This includes, but is not limited to:...

re-roofs, main panel upgrades, structural upgrades, &c. SolarCity only contributes to these upgrades if they are required for the job to proceed. In this instance, our design & engineering team is confident that the existing main panel is sufficient for solar installation at this time. As such, an upgrade is unnecessary. Our NEST thermostat promotion does have stipulations regarding our ability to install and unfortunately at the time of the site survey, the main panel was not compatible to connect with our NEST system. Our senior sales manager has been diligently working with this customer to find a workaround to this concern. Please call XXX-XXX-XXXX with any further questions.

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

out to customer relation person yesterday and was told that they will get back to me yesterday, I did not happen. I emailed them again this afternoon and she was sorry that she will follow up. This is the same BS response for months now.
Sincerely,[redacted]

We apologize for the frustrating circumstances surrounding our customer's experience. We are currently researching the customers concerns and will be reaching out to them soon. Please call [redacted] with further questions.

Initial Business Response /* (1000, 5, 2015/09/28) */
SolarCity's goal is always to offset as much energy as possible from the utility company. During the initial sales consultation, our energy consultants meet with customers and generate a potential design to offset their energy. Thereafter, we...

conduct a site survey that seeks to confirm the measurements and feasability of the originally proposed offset. Afterward, the project moves into the design phase and is altered by our design team to take the survey results into account. SolarCity guarantees production and not offset percentage. If this customer would like additional offset, we would be more than happy to revisit the property to determine if this would an option. The resultant contract would be based on current pricing rates in the customer's region. All offset percentages are estimates precisely because they are based on the presumption that a customer's energy consumption remain constant, which is very unlikely. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The concerns I have brought to the company's attention have NOT been addressed, while your company as a whole may have the goal you spoke of above I do not believe the sales rep that I met with had my best interest at heart. As I said previously I was lied to repeatedly and urged to sign a contract based on these lies. Please respond to my original concerns so that we may discuss a solution to my problems.
Originally [redacted] did NOT have my electric bills, he stated he would get them directly from our Electric provider which I now know to be UNTRUE, that means the original design was FLAWED. Then we were promised so many things that have not been delivered and I was NOT contacted and given an opportunity to discuss that my system was being reduced by 40% (i just found this out within the last month) I was told everything was "a go." The only way I agreed to the current rate was because it was sold to me that I would never go to the 2nd tier, I do, almost monthly. Anyone in their right mind would not agree to pay MORE for electricity, the way it was explained and drawn out for me was that I pay a little more per KWH because I would NEVER reach the 2nd tier.
Please look back at my original complaint and take the time to review my account and respond. I will not lay down and take this, I had a verbal agreement with a representative of your company and I expect someone to make this right.
Thank you for your time.
Final Consumer Response /* (4200, 13, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again you have failed to address any of my original concerns. I do not want an additional system, I would like someone to explain to me how this company allows their sales reps to blatantly lied to the customers and is not willing to explain or go over anything with us. We have an analysis from your company that shows originally you did not have the proper information for our electric use, our sales rep fabricated that information. Therefore from the very beginning there have been problems, we simply would like someone to correct the problems, do not offer us another system we have enough problems with the system that we have.
Until someone addresses the original problems, and actually attempts to help correct the problems I will not agree to close this complaint.
Final Business Response /* (4000, 15, 2015/11/04) */
Hi [redacted],
A manager will be in touch with the customer shortly. We understand their concern but it is important to note that offset is not guaranteedour customers agree to and sign a contract based on the system size, not on a guaranteed offset. We will engage the customer accordingly.

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]

Initial Business Response /* (1000, 8, 2015/05/29) */
Thank you for forwarding this valuable feedback from [redacted]. We do apologize for this mistake. We have refunded [redacted] the amount needed. Please feel free to reach out to XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /*...

(2000, 10, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have reached out to the customer to try to move forward within the terms of the agreement to get the solar activated. The customer has declined to move forward, asking for the system to be removed. We have addressed the customers concerns with the UCC-1 in regards to her refinancing her home and are happy to work with her on this as the UCC-1 can be temporarily removed during refinancing. If the customer is selling the home it will be removed for closing.
The customer has stated that the Sales person never told her about the UCC-1 fixture filing but it is stated in the agreement and our sales, concierge and customer care teams are here to answer customer questions about the system and the agreement terms. Per the terms of the agreement that the customer signed they could have cancelled up to the day of installation to allow them time to review the terms of the agreement as well as to ask any questions. In the agreement the customer also agrees to allow SolarCity to make the inspection corrections but refused our crew when they came to make the correction to then move ahead to activate the system. 
SolarCity has attempted to work with the customer to settle their concerns in a professional manner at all times by phone, in email and letter correspondence. We are happy to work with the customer to resolve these concerns amicably.

We apologize for the frustrating circumstances our customer is experiencing.  A Customer Relations Manager has been working with the customer.  Most recent communication with them was on June 5th with regards to their concerns.  If you have any further questions, please call...

888-765-2489.

We are working on making contact with the client to explain the contract details and how the billing works, for further question on the account please contact 888-765-2489.

Initial Business Response /* (1000, 10, 2016/01/22) */
We apologize for the frustrating circumstance surrounding our customer's experience. A customer relations manager will reach out shortly to address this complaint with our customer.