SolarCity Corporation

We apologize for the frustrating circumstances surrounding our customers' experience. A customer relations manager is reaching out to address these concerns in the next 24 hours. Please call 888-765-2489 with further questions.

Final Consumer Response /* (2000, 5, 2015/06/09) */
Ms. [redacted]:
Hope all is well.
I tried to phone you as well but you must been busy.
I am writing to you to inform you that the company and I have resolved our issues re: the recent true-up scenario. I have been working with a new...

executive at the company (on copy), who confirmed there will be no additional true-upo charges sent to me for the length of my agreement.
I want to thank you for your utmost professionalism and urgency you exhibited. I am grateful to you. Please mark this matter as closed.
Best regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/30) */
We apologize for the frustrating circumstances regarding this customer's experience. It is not mandatory to sign up for ACH, and it is clearly laid out in the contract that a customer will receive a discount if they sign up to pay via ACH. The...

length of the contract is also clearly laid out in the agreement as well. Please contact XXX-XXX-XXXX with any questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Very clever, discount versus extra charge. My bill specifically notes it as a NON-ACH payment charge. Every support person tells me the same thing, you have a choice either set up ACH or pay the extra $15, I still think it's blackmail and adds up to a lot of money each year. As long as I pay the company on time why should I be subject to ANY extra charges no matter how I pay - cash, check, credit card, bank check. etc?
Call it what it is, a charge to not allow SolarCity to dip into my checking account and grab their payments.
Final Business Response /* (4000, 9, 2015/08/05) */
We do apologize that this was not made clear. The contract clearly stipulates that all customers that sign up via ACH receive a discount. If the customer opts to not enroll in ACH, the discount does not apply. Please call XXX-XXX-XXXX with any further questions.

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

called the 800 number provided and was told I would receive a call back from a manager and I haven't received any call back or any correspondence from Solar City. I have been dealing with this issue since the installation and nothing has been done. I would like for Someone to be assigned this case and own it! Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/10) */
Thank you forwarding this valuable feedback. We have emailed Mr. [redacted] in regards to the cancellation. The notice he received is not in regards to the system he is currently under contract for. We are not cancelling his contract. If you have...

further questions please call XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive an email. I want a letter of apology from the Solar City President [redacted] that also says that this service contract at [redacted] will not be canceled.
Final Business Response /* (4000, 9, 2015/06/15) */
Thank you for forwarding this valuable feedback. The original email was sent to [redacted] on 6/5 to the email on file. We explained the notice of cancellation he received was not for that project and his account is still active. We apologize for any inconvenience.
Final Consumer Response /* (4200, 11, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never received email. We want a formal letter sent to us.

Thank you for your response. The customer has been advised the need for the Main Panel Upgrade is a utility requirement. SolarCity and the customer would need to trench through approximately 40 foot of concrete and would require that the customers driveway be repaved. The cost of the Main Panel upgrade and all extra work, would be approximately $7000.00 and we had advised the customer his share would be $3300 to move forward. We are not requesting the customer to pay 100% of the cost of the Main Panel upgrade. During the installation of the customers first system, the main panel upgrade was not required. The "split breaker" the customer is referring to was to allow a 20 Amp breaker for the solar system to be placed. At no time during conversations between the customer and our Customer Relations Manager was it advised that he was installing the hot tub and pond. We were advised he could not pay for the Main Panel upgrade due to financial difficulties. The customer has one system installed on his roof at this time. We are unable to just add additional panels to the customer current system as it has already been processed with his utility company and approved as is. SolarCity cannot calculate system production based off of the possibility that the customer will be installing a Hot tub and a pond. The Utility allows the system size based off of the previous 12 months electrical consumption. We have made attempts to work with the customer and share the cost of the Main Panel upgrade.

A manager will be reaching out to this customer to directly address their concerns shortly. For immediate assistance, please dial 888.765.2489 Option 2.

Initial Business Response /* (1000, 5, 2015/11/16) */
We apologize for the frustrating circumstances surrounding this customer's experience. A customer relations manager will reach out to ensure this issue has been resolved to completion. Please call XXX-XXX-XXXX with further questions.

Complaint: [redacted]I am rejecting this response because: I haven't received any update yet. I went to their office last [redacted] and am waiting for their update.Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2015/06/02) */
Thank you for forwarding this valuable feedback from our customer. We were able to address Mr. [redacted]'s concerns and come to an agreeable resolution.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/04) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
SolarCity worked with me to come to an agreeable solution. I was happy with the outcome.

Initial Business Response /* (1000, 5, 2015/11/29) */
We apologize for the frustrating circumstances surrounding our customer's experience. PG&E's process of "net metering" amalgamates all credits/debits of energy from our customer's energy bank and bills at one annual time. This billing practice...

is for energy consumed by our customer from PG&E. SolarCity does not pay for energy bills on behalf of a customer that has directly benefited from the use of said energy. The monthly accumulations are listed on each monthly bill provided by PG&E. SolarCity does not guarantee that any system will provide enough energy to a customer's home due to the variability of energy consumption. Please call XXX-XXX-XXXX with further questions.

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 in an attempt to speak with the customer and discuss this matter further. Please call 888-765-2489...

opt. 2 with further inquiries.

Initial Business Response /* (1000, 5, 2015/10/19) */
We apologize for the frustrating circumstances surrounding this customer's experience. We will reach out shortly to address with our customer. Please call XXX-XXX-XXXX with further questions.

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, 2015/06/02) */
Thank you for forwarding this valuable feedback from our customer. We were able to address Mr. [redacted]'s concerns and come to an agreeable resolution.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/04) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)
SolarCity worked with me to come to an agreeable solution. I was happy with the outcome.

We are aware of the frustrating circumstance surrounding our customer. A customer relations manager will be reaching out shortly. Please call 888-765-2489 for further questions.

We are aware of the frustrating circumstance surrounding our customer at this time. A Customer Relations Manager will be reaching out to our customer shortly. If you have any further questions then please contact us at [redacted]

Initial Business Response /* (1000, 8, 2015/08/05) */
We apologize for the frustrating circumstances regarding this customer's job. A customer relations manager will be in touch shortly to address this customer's concern. Please call XXX-XXX-XXXX with any further questions.

Complaint: [redacted]I am rejecting this response because:
There has been no resolution. I have not been contacted via phone or...

email other than someone named [redacted] emailing saying they were researching my complaint and would get back with me. This was on [redacted]. I have received no additional communication since thenSincerely,[redacted]

I want this system off my house or they can give it to me, however it has BEVER worked as promised, and I want it gone. This company does not know the what the words customer service means and I am sick of dealing with them.