SolarCity Corporation

Initial Business Response /* (1000, 11, 2015/06/10) */
Thank you for forwarding this valuable feedback. We apologize if [redacted] feels mislead in any way. We will be reaching out to [redacted] to discuss in further detail.
Initial Consumer Rebuttal /* (3000, 13, 2015/06/24) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
SolarCity did reach out to me on 6/18 and requested info to do an analysis, which I sent immediately. The next I heard back from them was today (6/24) asking me to resend the files. At this point we have not reached resolution, however in good faith can we please extend the deadline for this to 7/2 so that I can see what they propose? If 6/25 is a hard deadline, then I'd have to say at this time I do not accept the response from the business.
Final Consumer Response /* (2000, 17, 2015/07/14) */
7/8 Update: Just spoke with [redacted] at SolarCity and he presented me with their proposed resolution. They met most of my requests and I find it to be in line with what I was hoping for. I am pending an amendment to the contract, which once signed, will effectively close this issue from my side.

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

person from SolarCity email and leave a message but now they aren't returning my emails or phone calls. I do not know what their proposed resolution is - they do not state it in their emails and I have not spoken with anyone.Sincerely,[redacted]

A customer relations manager spoke to the customer in regards to the status of their project on 03.30.2016 and 04.05.2016. We are currently in process of preparing to submit documentation to the utility to obtain permission to operate the customer's system. For further questions please call [redacted]

We are currently working with the client to come up with a resolution that resolves the concern on the account. Our Management Team has been in contact with the client discussing possible options and the client is submitting the information we need to resolve this concern. For further question please reach out to us at 888-765-2489

Complaint:[redacted]I am rejecting this response:
The company has not responded on how or what they will do to...

remediate this problem. I now wish for the company to remove their solar panels from my roof in order to solve this problem and perform the pertaining repairs to my roofSincerely,[redacted]

We apologize for the frustration surrounding our customer's experience. A Customer Relations Relations Manage will be reaching to our customer shortly to discuss the issue at hand. Please call [redacted] with any inquiries.

Customer are free to cancel any time prior to installation. Cancellation limitations are noted in the contract as outlined in the last response. The terms of the contract do exist for a period of 20 years, which is stated multiple times in the contract as well. This system was built to produce approximately 10,**6kWh per year and the first full year will complete itself in June of [redacted]. At that time, if there are savings concerns, we will request utility bills from our customer to corroborate their claims and complete a full system review. Because system offset is based on a yearly consumption amount, it is entirely plausible that our customer's overall energy bills may increase if their consumption increases overall. This consequence would be present in the absence of a solar system as well being that energy is charge on a per kWh basis by the utility company. This was outlined in the last response as well. As an analogy, imagine a customer purchases milk from a farmer at the cost of $1 per bottle and uses 24 bottles per year. Later, this customer meets a different farmer that sells milk for $0.50 per bottle, but can only provide 22 bottles of milk per year because he only has one cow. This would result in a 2 bottle deficit per year which would need to be supplied by the first farmer. If the customer raises their milk consumption to 50 bottles a year, the second farmer would still only be able to provide 22 bottles per year because he is limited by his singular cow. The customer's cost is thusly raised, because 50 bottles of milk cost more than 24 regardless of the supplier. The second farmer is like SolarCity in that he is limited by the maximum amount of product he or she is able to produce. A solar system can only produce as much energy as the system allows, and additional consumption on the part of the customer or consumer would logically result in a higher bill, regardless of the supplier. The system is currently producing optimally and we look forward to addressing our customer's consumption concerns once the first year has passed. Please call 888-765-2489 with further questions.

Salorcity is a scam never save money on my bill they lied

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]

We apologize for this frustrating circumstance surrounding our client, in regards to the concerns being expressed. Someone from our Management Team is already in contact to address the clients concern, for further question please reach out to [redacted].

A customer Relations Manager is working with our customer to ensure the issue is resolved.  Please call 888-785-2489 with further questions.

Initial Business Response /* (1000, 10, 2015/04/13) */
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.
Our customer was working with our Customer Relations Manager [redacted] in December. He completed a detailed savings analysis that outlined how much money she saved on overall energy costs due to having solar. He emailed her the information and tried calling to explain, as well. The customer did not return his attempts to contact her. We have requested that [redacted] contact this customer again and address any additional concerns she has about savings. We will make all efforts to ensure that this miscommunication does not occur again.
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] option 2.
Initial Consumer Rebuttal /* (3000, 16, 2015/08/12) */
COMPLAINT # XXXXXXXX

I spoke with [redacted] Reed of Solar City and he said I was using more energy. We spoke by phone and I sent him my energy bills by fax. His response didn't make any sense and I gave up. I used to have a roommate and my energy bills were less expensive. I'm one person in this house who has not changed my habits. Also, I wasn't home for some time because I was in the hospital.
I was told not to pay my utility company monthly by [redacted] of Solar City and I was told I would get a refund at the end of the year from my utility company when I first decided to purchase this system. The monthly bill I receive from my utility company(SMUD) has 3 amounts on it to pay. I was concerned and confused so I contacted Solar City and I told them it looks like I owe my utility company something monthly. I spoke with [redacted], the salesman who sold me the panels. He assured me that I didn't owe my utility company anything monthly and I would get a refund at the end of the year from my utility company. I wasn't comfortable with that so I paid my utility company the monthly amount in addition to the Solar City energy charge. My complaint is these two payments increase my monthly energy cost. In addition to that, I still owed my utility company even more money at the end of the year. I will owe both Solar City and my utility company monthly for the next 20 years and now I'm having to pay my utility company even more money monthly to avoid owing them a balance at the end of the year. This is not saving me money; it is costing me much more money. One person at Solar City did say this is because I am a low energy user. She said only high energy users see savings.
Thank you,

[redacted]
XXX-XXX-XXXX
Final Business Response /* (4000, 18, 2015/08/17) */
We apologize for the frustrating circumstances regarding this customers experience. In December, our customer was sent documentation that shows an increase in the consumption of this customer's energy. Solar systems are built assuming that consumption remains the same from year to year. In this instance, an increase of approximately 6,000kWh caused energy costs to increase. Just as if solar were not offsetting, an increase in use of energy will result in an increased cost. Please call XXX-XXX-XXXX with additional questions.
Final Consumer Response /* (2000, 20, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My complaint was based on misinformation from a SMUD representative regarding my energy usage. I have had to talk to several people at SMUD, all of which have had a difficult time trying to figure out my kWh usage and billing. If they can't understand it, imagine what it's like for the customer.
I don't like getting charged by Solar City and SMUD each month and still owing SMUD money at the end of the year. I have increased the amount I pay SMUD each month this year to try to avoid owing them money this year.
Now my panels are offline and who knows what new problems this is creating for me.
This is not the smart way to go solar.

A Customer Relations Manager is actively working with the customer to address her concerns

Initial Business Response /* (1000, 8, 2015/06/25) */
Thank you for forwarding this valuable feedback from [redacted]. We apologize for any frustration he has experienced with his project. A customer relations manager will be in touch today. She will remain his point of contact until he receives...

permission to operate his system. We will work with [redacted] to restore his faith and confidence in us.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted today by [redacted] who is going to be my single point of contact. She sounded very sincere and I was pleased with her information regarding my system. I feel confident that the problems will be resolved quickly at this point.

We apologize for the frustrating circumstances surrounding our customer’s experience. Our solar systems are designed to offset a specific amount of consumption which was verified prior to designing our system....

After reviewing our customer’s concern, it was determined that consumption increased overall by approximately 2500kWh, which did result in additional monies spent. Just as if our customer did not have solar, the price for energy increases as the unit (kWh) increases. Please call 888-765-2489 opt. 2 with further questions.

Complaint: [redacted]I am rejecting this response because: Until I can speak with someone in the company that can take action on the injustice of this business issue its difficult for me to assure problem...

would be resolved.  A rep from the company called and was to call back as a result of me being at work  and couldn't talk at the time.  I returned the call today and spoke to Billy and he indicated a customer relations manager was working the issue and would give me a call when he come into work.  I left a voice mail but have not received a return call.  Thanks Revdex.com for getting this issue some attention.  I hope it can be resolved quickly. Sincerely,[redacted]

Thank you fro bringing this customer concern to our attention. One of our Customer Relations Managers is reviewing this issue and will reach out to the customer shortly.  If there are any questions, please contact us at 888-765-2489. Thank you.

Initial Business Response /* (1000, 5, 2015/11/03) */
We apologize for the frustrating circumstances regarding this customer's account. We are engaging the appropriate internal parties for a resolution and will reach out within five (5) business days to follow up. Please call XXX-XXX-XXXX with...

further questions.

Complaint: [redacted]I...

am rejecting this response because:
I have little faith that this will be resolved just because someone new is working on the problem.  They gave me two options of either paying them $4000 or fully accepting the terms.  This is not what I will agree to , and not what was presented to me when I signed up.  I need them to fully correct the issue, or remove, at no cost to me the system. I did speak to a new associate, but am waiting to see if they can actually produce any positive results.  They seem very quick to react to the Revdex.com complaint, but were very slow to answer my calls and emails.
Sincerely,[redacted]

One of our Customer Relations Managers has worked with our customer to help address their concerns regarding repairs and additional panels. Our Customer Relations Manager has advised the customer that SolarCity would not be able to install additional panels as we are not currently installing systems in [redacted] at this time. After an in-depth review,  SolarCity addressed the electrical concern as of [redacted] and again on [redacted]. It was determined by the electrician all circuits have their own dedicated breaker and there are no additional wires attached to the water heater. Please call [redacted] with further questions.