SolarCity Corporation

Complaint: [redacted]I am rejecting this response because: the customer relationship manager did reachout to me, however, we just set up a time for a followup after going...

through the issue in detail. No resolution was reached. If we reach an solution, I will update this request as complete.
Sincerely,[redacted]

We are currently working with the customer on a resolution that will resolve the concern. The customer is aware of option being reviewed for resolution. For further inquiry please contact 888-765-2489 opt 2.

Initial Business Response /* (1000, 5, 2016/01/08) */
We apologize for the frustrating circumstances surrounding our customer's experience.
A customer relations manager will reach out shortly to address this complaint with our customer.
Please call XXX-XXX-XXXX with further questions.

Initial Business Response /* (1000, 7, 2015/12/10) */
We apologize for the frustrating circumstances surrounding this customer's experience. We have dispatched a technician who visited the site today and completed several repairs. A manager will be in touch shortly regarding the repairs made...

by the homeowner in October. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 13, 2016/01/07) */
I did not close this case and am not [redacted] to find that it is closed. We still have yet to receive the refund of $220 promised from them. They told us two to three weeks, as of January 2, 2016 we still don't have the refund. You wanted a response by 12/25/15, however, there is no way to say that the job is NOT complete - only to agree with what they have done so far. We don't agree. We are still requesting the $220 refund and would like this re-opened until which point we receive that.
We are not considering this a closed case.
Thank you in advance for your assistance.
[redacted]
Final Business Response /* (4000, 15, 2016/01/11) */
This case has been resolved. Please reach out to Customer Care at 888.765.2489, option 2 with any future questions.
Final Consumer Response /* (2000, 17, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The repairs have now been complete and the reimbursement has been received.

[redacted]: We are completing a Savings review for this customer. She is in communication with a customer relations manager.

just want to warn everyone about the bad service with this company. Its been since last Dec that I signed contract with them, they remove my tile roof without city permit and just leave it open for 4 months. They finally put panels in month of July but until now it is still not working because they're waiting for funds. Its very rediculous for such a long wait and you have nobody to talk to

A customer Relations Manager will reach out shortly to address the complaint with our customer.  Please call 888-765-2489 with further inquiries.

Initial Business Response /* (1000, 5, 2015/12/08) */
We apologize for the frustrating circumstances surrounding this customer's experience. A manager will reach out to complete a savings review. Currently this system is producing as expected, but we look forward to reviewing further to provide a...

better understanding. Please call[redacted] with additional questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have not been contacted by solar city or a representative of their company. The reason we agreed to the solar panels was to reduce our electricity bill, but, have not had a reduction in cost.
Final Business Response /* (4000, 11, 2016/01/01) */
A manager will reach out this week (between 1/4/16-1/8/16) to collect the data to complete the savings analysis. Please call us directly at[redacted] for immediate assistance.
Final Consumer Response /* (4200, 13, 2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Solar city wants to check our billing statement. We have given them the account number and they are looking into it to check our energy uses. They say we our consuming more energy than we first indicated but this is not true. They promised that they would give us enough energy for a size of our home and now they are saying we are using more energy then we did before. We have given them access to all of our accounts to prove that this is not true. We are still waiting for a response from them so we can not be satisfied with a result as there hasn't been one.

Complaint: [redacted]I am rejecting this response because: I am still waiting on Solar City to give me an answer about my situation. Although, [redacted] has been in contact with me to notify me that they are still reviewing the text messages that their sales representative sent me. 
 
 
Sincerely,[redacted]

A Customer Relations Manager will be reaching out to the customer shortly regarding the complaint.

Initial Business Response /* (1000, 5, 2015/09/17) */
We apologize for the frustrating circumstances regarding this customer's experience. A manager spoke with this customer yesterday (9/16/15) and advised of the current status. We will reach out again shortly. Please call XXX-XXX-XXXX with further...

questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, The issue is that they were to apply for the State of Oregon Renewable Energy Tax Credit prior to installation, per our contract, which is something only a certified installer can fill out. Solar City neglected to file the application and as a result we are losing out on the benefit of this Tax credit over the next 4 years. The tax credit is $1500 per year over four years of which we agreed to pay $75 per month ($900 per year) to Solar City, for 4 years, which in effect would give $900 to Solar City and $600 to us. Since installation, we have been paying $75 per month.
Solar City has offered to refund the $75 per month amount we have paid over the last year and to stop pulling the $75 from our account, however they have refused to compensate us for the $600 per year that we were to receive from the State of Oregon but can't because they did not fulfill their side of the contract. Being that Solar City's mistake has cost us the $600 per year over the next 4 years, to make things right we should be compensated so that we have the money that was expected upon signing the agreement.
I have expressed that I don't care how the compensation is achieved. They can continue to charge $75 per month and then provide $1,500 at year end each year. Not charge anything throughout the year, refunding the already charged $75/month, and provide $600 at year end for 4 years. Not charge anything throughout the year, refunding the already charged $75/month, and applying a $50 credit each month over the 4 years. Or, just pay out the total $2,400 that we would have received.
Anything short of properly compensating us is inadequate.
Final Business Response /* (4000, 15, 2015/10/16) */
Hi [redacted],
We are moving forward with cancelling the RETC payments the customer is referring to in the contract. Once the paperwork is generated, it will be sent to our customer and they will no longer be responsible for the additional amount.
A manager has been in contact with this customer and I will have her reach out again to explain.
Please let me know if you have any questions.
Thanks!
[redacted] Supervisor, Customer Relations Customer Account Management Group
Final Consumer Response /* (4200, 17, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I signed the amended contract that releases me from paying the $75 a month however I am not releasing SolarCity from our claim that their mistake of not filing with the state, resulting in our loss of the $1,500 tax credit for the tax years XXXX-XXXX is owed to us.

I have had solar panels on my house for >5 years. They were installed by a company that was bought by Solar City, but the parts are under warranty and should be serviced by Solar City. I have had multiple micro-inverters break on me, and getting them replaced is always a battle. First, I am not notified when they cease to function (and was told when I bought the system that the company would monitor it to check for malfunctions). Second, when I call to have a repair done, it takes them 3-6 weeks to get the new part and fix it. And, they never call to set up an appointment when they have the necessary parts. I always have to initiate actions to be taken. Third, I have a micro inverter that has been replaced twice and neither one has worked. The technician has made no contact with me (e.g., to tell me before he left that he didn't fix it when he knew that I was home). The customer service people all seem very understanding but every time I call they give me a run around. In the past year, I've had an incomplete system 90% of the time due to broken micro-inverters that take forever to be fixed. I am fed up with their lack of concern, lack of communication and lack of efficient service.

Initial Business Response /* (1000, 5, 2014/07/29) */
Thank you for forwarding this valuable feedback from [redacted] regarding case # XXXXXXXX.
We have reached out via phone and email. We apologize for any frustration this situation has caused. We are working with [redacted] to resolve this...

matter.
Initial Consumer Rebuttal /* (2000, 7, 2014/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have as of this morning refunded my money. Was it done in a timely manner? No. They need to put some safeguards in place. They cannot find two of the papers I filled out giving them permission to take my payments automatically from my checking. They said since they can't find them it must mean they destroyed them.
They just need to clean up their business office practices. Despite the repeated phone calls and reassurances that my refund would be deposited the next day it took several weeks to receive my money back from them.
Final Business Response /* (4000, 14, 2014/08/07) */
We apologize for this error. We have been in contact with [redacted] and have resolved this issue. We will be compensating her for this error.
Final Consumer Response /* (3000, 12, 2014/08/05) */
The extra money taken out was supposed to be used to pay my next bill and the extra refunded to me. The extra portion above that bill was refunded to me.
However, this evening Solar City pulled an extra payment out of my account again.
I am going to have to start pursuing legal charges.
I have notified my bank of the fraud that is being perpetrated by this company.

(The consumer indicated he/she DID NOT accept the response from the business.)I have reached out to them for over 6 months to no avail on a resolution. All customer service reps "understand our position, but..." We have no faith we can resolve this with talk.

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.

We apologize for the frustrating circumstance that our customer is having currently, a customer relations manager will be reaching out shortly in order to discuss. For further questions call 888-765-2489. Thank you.

Initial Business Response /* (1000, 8, 2015/07/02) */
Thank you for forwarding this valuable feedback. We apologize if our customer was not fully informed of how the solar system operates in tandem with their utility bills. One of our customer relations managers will be reaching out to this...

customer to help assist with an in-depth explanation of how our solar systems work. Please feel free to reach out to XXX-XXX-XXXX with further questions or concerns.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT LIKE HOW THEY WORK THEY DID NOT EXPLANED CORRECT BEFORE I SIGNED AND IM NOT SAVING NOTHING I WANT TO WORK WITH SOLAR CITY NO MORE .
Final Business Response /* (4000, 12, 2015/07/09) */
We apologize for the frustration our customer has endured. One of our customer care agents is reaching out to confirm the system size and production for this customer. Please call XXX-XXX-XXXX with additional 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]

Complaint: [redacted]I attached a picture of the last email that I received from the solar city company. At this point all I want is their equipment remove from my property.Sincerely,[redacted]

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