SolarCity Corporation

A Customer Relations Manager is currently working on this and will reach out the Customer . If you have any other questions please reach out to 1-888-765-2489 .

A customer relations manager reached out on 07/14/[redacted] to address and we are currently reviewing the account for resolution. This manager will reach back out tomorrow to update the customer.

We apologize for the frustrating circumstances surrounding our customer’s experience. A refund for the $[redacted].00 has been submitted and is currently being processed by customer payments.  A customer relations manager will reach out shortly to address this complaint with our...

customer. Please call 888-785-2489 with further questions.

A Customer Relations Manager will be reaching out to the customer shortly to address their complaint. Please call 888-765-2489 for further questions.

Initial Business Response /* (1000, 8, 2015/11/03) */
Contact Name and Title: [redacted] Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
Star City Solar LLC does not offer any financing for the systems we offer to our customers. We explain to our potential customers that...

lending institutions have instructed us to add $5000 to our price to allow for the customers enrollment into a second mortgage loan. Then the customer pays interest on top of that for the total loan. That doesn't sound like a good deal for our customers. We direct potential customers who need financing to Key Bank. Key Bank is the only bank we have found that is willing to pursue the funds made available by the state of Ohio under the ECOLINK Program. One must own their home to install a system. We assume the customer has or has had a relationship with a mortgage banker.
Also, As the owner of the company, I see all and respond to all leads. I did not give this person a quote. Without a quote, there's no opportunity to provide contact info to Key Bank.

Initial Consumer Rebuttal /* (3000, 26, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is sad business practices to call a fee a discount, that's the first issue because I will be charged 7.50 if I don't enroll. A true discount would be 7.50 reduced from my utility charges to enroll and if I don't enroll, there would be no fee.
My situation still is unresolved, second.
I hate to say, but I suppose I will have to tell ppl to avoid solar city as my experience is not good with billing and try another solar company, even if it means costing me referral fees.
The poor business ethics (indicated above) override the money.
And to assume and quote fine print, well...
I will wait for the closure of this ticket before I begin my campaign of negative reviews and word of mouth advertising.
Final Consumer Response /* (3000, 32, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I hope the options come up soon. Until then I will have to do my part as a customer and consumer to alert people to, what I consider, deceitful wording tactics in calling a fee a discount. Your company has insulted the intelligence of its customers with such wording and has not lived up to customer expectations by charging its customer a fee for non-ach enrollment.
Final Business Response /* (4000, 34, 2015/12/14) */
We apologize for the frustration; however, as it is a stipulation of the contract, the discount will not be added unless our customer enrolls in ACH. This was agreed to and signed by our customer on 6/11/15. Please call XXX-XXX-XXXX with further questions.

We apologize for the frustrating circumstances surrounding our customers' experience. A customer relations manager is reaching out to address these concerns. Please call [redacted] with further questions.

We apologize for the frustrating circumstance surrounding our customer's experience. In order to further address our customer's concerns we will need the address linked to the solar account, as the information provided does not populate an account within our system. If you have any questions please...

contact us at 888.765.2489, option 2.

Complaint: 11630149I am rejecting this response because:
I have not, to my knowledge, been in contact with anyone from the "Are Management Team." My complaint is not with Edison, the local utility company, nor am I protesting the fact that I have not been receiving any energy credits, from the local utility company.I am not asking to be "compensate for delays that were not caused by our company," (SolarCity)I am aware that SolarCity and Edison are separate entities, and rather than requesting assistance with a process that is handled by Edison, ... the local utility provider," I have instead, been requesting some accountability from SolarCity, the contractor who originally installed, (nearly a decade ago).. and who currently own and operate, a solar array, on property we purchased in 2013. Specifically I have asked SolarCity for any information which may provide me with some history of the installation. I have requested copies of any permits, contracts, or records that indicate Edison actually authorized the project, any records of the original project plans, especially relating to design issues, and how SolarCity proposed to essentially install a permanent system, and connect it to a temporary power pole.Because there were some pre-existing electrical issues with the property, which have been subsequently addressed, and brought into compliance, (including the issue of the temporary power pole), Edison advised, the SolarCity project was not authorized.It is in vein that I have been requesting from SolarCity any documentation that might help clarify this discrepancy. Instead of providing me anything informative, the "Sr. Customer Relations Specialist" at SolarCity who has been handling my account, responded to my request:   "When it comes to all the information you’re requesting on the account with dates and times Edison can provide these documents as well"..Edison, on the other hand, Recently sent me a notice that my application had been withdrawn because they did not receive my forwarded documents from SolarCity by the deadline. When I asked the aforementioned customer relations specialist at SolarCity for an explanation, he replied:"We reached out to [redacted] Edison to see why the application was withdrawn. Edison advised the account already received permission to operate for your homes meter, so the application they received was a duplicate."More recently, I have requested from SolarCity, the contact information for the specific individual at Edison who SolarCity claims to have been working with, to resolve whatever conflict is delaying the my net metering application. To no avail. After my initial complaint to you, the Revdex.com, I received the following message from  "Sr. Customer Relations Specialist" "I have responded to the complaint and let the Revdex.com know the situation and at this time you asking for us to assist you with a process that is handled by Edison your local utility provider. If this was something more we could help with we would, however we have contacted Edison and they have provided the answer on the matter we are not able to influence them any further."A copy of my reply follows:Although you have noticed that I contacted the Revdex.com, you have still completely avoided addressing any of the concerns I have directly and repeatedly brought to your attention in my previous communication with you, a representative of SolarCity, for issues I have with you, SolarCity, and the SolarCity panels occupying real estate, on my land, issues regarding the power generated by those SolarCity panels, and the accessibility of that power, to me, a very dis-satisfied customer. I have taken Issue with SolarCity misplacing my documents, taking excessive amounts of time with redundancies, omissions, and oversights... I am unhappy with your product, (because I cannot use it)... and your service, (the SolarCity installation on my property is virtually incompatible with the local utility company.)     I will be sure to clarify this issue with the Revdex.com, as well as my pending review on Yelp. (Just so there is no mis-understanding.) Thank you. I will advise them that in fact I am aware that SolarCity and Edison are separate entities, and rather than requesting assistance with a process that is handled by Edison, ... the local utility provider",  I have in fact been requesting some accountability from SolarCity, as well as some information regarding the history of the un-authorized installation SolarCity has been operating on my property for nearly a decade, information relating to the current status of my service with SolarCity, as well as the status of documents I submitted to SolarCity in April of this year. (An expeditious FOUR MONTHS ago!!)..I am dissatisfied with SolarCity's approach to "Customer service,"  and your department's systemic dis-respect for time itself. To be clear, my complaints include the smug, yet consistently aloof apathy with which my account has been handled since my family acquired the property and assumed the burden of our contract with SolarCity, three years ago, and are certainly not limited to your tendency to defer SolarCity's responsibilities to Edison alone. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:. My issue is still not resolved.  I still have panels on my roof that are not turned on and just expected dates of completion, which I've been getting for well over a year.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Their response said nothing, I would like some sort of resolution other than getting the run around.
 
Sincerely,[redacted]

A Customer Relations Supervisor has been working with this customer. Customer has recently been upset with the lack of communication, but this issue is being addressed and we are working with the customer on a resolution to this ongoing problem.

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

what Solar City does they send a email and never do anything. I spoke to pseg today and they said im using more enegy then im producing with solar, so there is no savings like they had said before I signed a leasing agreement. They dont send anyone out to see if panels are working correctly and they have failed to fix a simple 2x4 that broke in February due to ice being stuck on the solar panel. Furthermore the gateway is always down and I cant see what the panels are actually doing. Solar City should be ashamed of themselves.Sincerely,[redacted]

Thank you for contacting SolarCity, we are currently reviewing the customer's concern and will reach out to them shortly.  If you have any questions, please contact us at 1-888-765-2489.

We apologize for the frustrating circumstances surrounding our customer's experience. SolarCity's contract pricing is laid out with a discount of $** applied when enrolled in ACH. If a customer does not elect automatic monthly Lease payments, this discount will not be applied to Lease payments and...

each monthly Lease payment will be $** greater. Please call 888-765-2489 with further inquiries.

Complaint: [redacted]I am rejecting this response because:  the same issue has not been resolved yet...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 unsatisfactory to me. Sincerely, [redacted]...

[redacted]

We are aware of our customer's frustrating circumstance and a Customer Relations Manager has been in contact with the customer throughout this matter. A manager will be reaching out to the customer again shortly. For further questions please contact us at [redacted].

A Customer Relations Manager will be reaching out to address the Customers concerns. If you have any further questions please feel free to contact Customer Care at [redacted]

Complaint[redacted]I am rejecting this...

response because: I have already contacted the number that they are giving.  I got to consideration or help from them.  They were unwilling to even give me their Business address so that I may write a letter to them about this matter.  Those various phone calls from me to their company can be verified if they pull up my account.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. I do not want to be contacted by Solarcity ever again and wish to remain anonymous.Sincerely, [redacted]