SolarCity Corporation

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

because:  The person that is supost to be responding back to me is the same one I have been communicating with previously and had no success.  I had a conversation with one of the Solar City reps and was informed that Solar City was aware of there being a software issue and they still do not have a fix for it and don't know when they will have one.  Since I filed the complaint my system has gone down 2 more times.  They haven't reached out to schedule a time to work on it.  I don't see that talking with the same rude employee I have been talking to before to no avail is going to change anything.  I would like my system fixed permantly or removed from my roof and everything repaired to how it was when installed.  I'm not willing to subsidize Solar City while they find a fix for their issue.  All their response stated that they would.contact me.within 5 days but never proposed anything other than that.Sincerely,[redacted]

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

point this situation is not resolved.
 I was contacted by customer service via phone and after explaining the situation, she stated that she would research and get back to me on Thurs Aug. 11. I will notify Revdex.com of the outcome of the next call.Sincerely,[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)We accepted the lesser system. Solar City promised a full redund of...

the difference in price and they promised to start the system which requires they contact [redacted]. They have done nothing and have stopped returning our calls.

Complaint: [redacted]
I am rejecting this response because: This is not a resolution. Already tried working with the customer relations manager before escalation to the Revdex.com. I want Solar City to honor their word and commitment for reimbursement of the $2500. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/01) */
We apologize for the frustrating circumstances regarding this customer's experience. One of our managers will be reaching out to address. Our engineering team disqualified this job as none of the mounting planes passed [redacted] analysis...

reviewing by our in-house engineering team. As upgrades were not feasible, this left us no options to continue. We do apologize for the inconvenience but we do consider the integrity of our customers' homes of utmost importance. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Is it common practice to not return calls, texts, and emails or notify the customer of a decision when it was made? I now will be unable to proceed with another company to make it in time for the tact credit cutoff. You have essentially cost my family a potential $5,000 tax credit over the next two years. Why was the "concierge" unable to give me this specific information? That same person told us that the person who visited our home was an engineer and later recanted that statement saying there was no engineer involved in the decision. Your response is vague. Mounting plates did not pass. What mounting plates? Are you referring to my sheathing? Beams? We asked to know what the structural issues were as we were concerned for safety reasons. Your company responded by telling me that there was nothing else they could tell me. Add to my loosing the tax credit the bill for the actual engineer I had out to confirm the safety of my home. Sad that I do not get an actual response until a complaint is filed. When should I expect a call from a manager? Hopefully sooner this time around.
Final Business Response /* (4000, 9, 2015/09/05) */
SolarCity's site survey is established to determine whether or not a home is viable for solar installation. As SolarCity is not a contractor, we do not recommend that a homeowner perform upgrades that are beyond our scope unless we are absolutely sure that it will result in installation. In order to avoid potential liability, SolarCity does not provide their survey findings to the customer. SolarCity also does review all potential options, and this can involve engagement between several entities to ensure the home must be disqualified before delivering the news. A disqualification for solar installation does not mean that the home is structurally unsound in any way. A manager re ached out and left a voice message on 9/2/15. Please call XXX-XXX-XXXX with further questions.
Final Consumer Response /* (4200, 13, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We received a call from a California number on 9/2. My husband was at work and no message was left. I assume this was your team reaching out. My biggest complaint is not the fabrication of reasons by your concierge, but the lack of response. This is a terrible way to do business. You have cost my family so much and I have been sure to tell everyone I come across that inquires or mentions solar. I will continue to do so because I truly believe you lack as a company.

Final Consumer Response /* (2000, 9, 2015/03/27) */
The vendor responded and fixed the problem to my satisfaction

We are aware of our customer's frustrating circumstance and a customer relations manager is in touch with our customer. Please call us at 888-765-2489 for any 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]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]6, and find that this resolution is satisfactory to me. Sincerely, Edward Arcena

Thank you for the response. As previously mentioned, SolarCity has offered a variety of remedies to address this situation, including relocation and window treatments. We suggest that the homeowner follow up with their neighbor to discuss what options may be most beneficial. Please call 888-765-2489 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, 5, 2015/11/22) */
We apologize for the frustrating circumstances surrounding this customer's experience. SolarCity requires a contract be signed prior to a site survey for the safety of our crews, who ascend to the rooftops to determine solar installation...

viability. This customer's information has been removed from our system and the customer will not be contacted again. Please allow 48-72 hours for this to become effective. Please call XXX-XXX-XXXX with further questions.

A Customer Relations Manager has reached out on 10/3, 10/16, and 10/24 to address the customer's concerns and we are currently reviewing the account for resolution. This manager will reach back out soon to update the customer. Please call [redacted] opt. * with further inquiries.

A Customer Relations Manager will be reaching out to the customer to discuss their  concerns within the next 24-48 hours.

We are aware of the frustrating circumstance surrounding our customer and a Customer Relations Manager will be reaching out to the customer shortly. Please call 888-765-2489 with any further questions.

Complaint: [redacted]I am rejecting this response because: I have spoke with the relations manager Laura Ball...

several times. She is actually customer service is what she told me. She can not make the decision to remove the panels. I want them removed. So someone higher then her has to call and speak to me, or let me know what can be done about this problem. Since writing the Revdex.com I have spoke with the electric company and and the problem is not them. I have spoke with Laura who can only tell me that my panels are producing but CAN NOT tell me or show me what I'm using and if I'm really using the solar. Which I am not since the difference we are fighting over is @ 10,000 KW Sincerely,[redacted]

We apologize for the frustrating circumstance surrounding this experience. A customer relations manager has been working with our customer in regards to these concerns and reached out last on [redacted] to speak to her about having a new check reissued for reimbursement.
For further questions please contact [redacted]

We apologize for the frustrating circumstance surrounding this experience. A customer relations manager has been working with our customer in regards to these concerns and reached out last on 4/1/16 and will reach out again shortly to discuss further.Please call [redacted] with further questions.

We apologize for the frustrating circumstances surrounding our customer’s experience. Our Technical Support Team have been reaching out to the customer to address their concerns. They spoke with the customer on 6/19/**. They also reached out to him on 6/22/**  via phone and email. They spoke to...

the customer on 6/27/** as well. Our Technical Support will continue to work with the customer to reach a resolution soon. 
Please call 888-765-2489 opt. 2 with further inquiries

We apologize for the frustrating circumstances involving our customer at this time. There is a customer relations manager that spoke to [redacted] on [redacted] 6th and is completing a review of his account to address the concerns listed. The customer relations manager should be reaching out shortly...

to follow up with [redacted]. For any further questions, please call 888-765-2489 thank you.