SolarCity Corporation

As previously stated, One of our Customer Relations Manager has worked with the customer to get this resolved; the customer has declined all offered resolutions. SolarCity stands by its last response. Please call 888-765-2489 with further questions.

Complaint: [redacted]I am rejecting this response because:  I will wait until they resolve my problem, they schedule to fix it on 6/20, so PLEASE don't close this case until they really fix it.  
thanksSincerely,[redacted]

We apologize for the frustrating circumstance surrounding the complaint. 
A customer relations manager will reach out shortly to address the complaint. 
Please call 888-765-2489 for further inquiries.

We apologize for the frustrating circumstances our customer has experienced and we are currently in the process of addressing the issues with the homeowner's system.

Revdex.com:
SolarCity refunded the overcharge, and their representative stated that the next bill will reflect a monthly charge within the parameters of the contract agreement amount.Sincerely, [redacted]

I am VERY unhappy with their program. I was installed the first week of May and we were told that we should be hooked up and live in about 6 week. I have called multiple times to find out when that is going to happen and keep getting a run around. It is now the middle of August and they tell me "we haven't received your funding". That was never told to us when the system was sold. AND after they get funding - maybe by the middle of September, it takes another 5-6 weeks to get permission from Delmarva Power. This is a BAD business practice to promise something they can't deliver. I'm not sure it was worth the aggravation. I think I'll call a lawyer to find out if I can force them to uninstall and fix any damage to my roof.

Thank you for making us aware of this customer's concerns. Our Customer Relations Management has been addressing this concern for the customer and will reach out to the customer shortly.  If you have any questions, please call [redacted]. Thank you again!

We apologize for the customer's frustration. A Customer Relations Manager will reach out to the customer to discuss their concern.

Complaint: [redacted]I am rejecting this response because: The issue will continue as long as...

they take in excess of 7 days to process a payment for which they have cashed the check and during that time they generate the next bill. A representative called from Solar City to tell me that there was no problem, not to listen to my issue and try to resolve it. Their incompetence will be repeated each and every time we receive a bill. I do not accept their response because they offered no resolution.Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2015/09/15) */
We apologize for the frustrating circumstances regarding this customer's experience. A manager will be in touch shortly to address all concerns. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (2000, 11,...

2015/09/16) */
I have FINALLY received my money back. I'm still unsatisfied with their handling of this case. I was not notified about the deposit. I just happened to log into my bank account and saw the deposit. I appreciate any assistance you provided in this matter. I hope you do hear from the company, if only so that they know they can't do this to their clientele.
Thank you,
[redacted]

The Agreement signed by our customer on [redacted] lays out options for customers when selling their home: (i) transference of the Lease Agreement to the buyers (ii) relocation of the System to the contract holder's new home pursuant to the Limited Warranty or (iii) prepay the Lease and transfer use of the System. The Limited Warranty states that SolarCity will conduct an audit of the existing home and new home to determine if a move is commercially feasible. Our customer notified us of her intent to move on [redacted] with the intent to transfer the system to her new home. On [redacted], she provided us with the address of her new home. On [redacted], SolarCity advised our customer that the System could not be transferred due to high shade readings at the new property. Our customer has notified us of her intent to trim trees at the new property in the hopes of improving solar access, but the System cannot be relocated until this access is improved. Because the buyers are unwilling to accept the transference of the Lease (option i) and option 2 is not possible, the customer has agreed to prepay the lease on [redacted]. Please call 888-765-2489 with any additional questions.

Initial Business Response /* (1000, 5, 2015/07/14) */
We apologize for the frustration our customer has endured. The project has been officially cancelled and closed out and this contract has been dissolved. Please call XXX-XXX-XXXX with any additional questions.
Initial Consumer...

Rebuttal /* (2000, 7, 2015/07/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as the banking info they collected isnt effected or charged for any reason since there is nothing to be charged for. This is my only concern remaining at this time. Thank you

All rights for cancellation are contained within the contract.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 20**. Our solar systems are built and designed to produce a specific amount of energy per year, and the system produced more than the monthly projections for the first 3 months. Thereafter, our customer knowingly turned off the system between 10/[redacted] and 1/20**. The absence of our solar system did increase their utility bill, because energy is charged on a per kWh basis by the utility company. This was outlined in the last response as well.Once the system was turned off, our customer's energy was provided by their utility. In which the rate is higher and its based on a tiered plan that rates increase thorought the day. Turning off the system does not stop Solar City from billing the customer, it only charges them at an estimate, per their agreement. Once the customer turned the system back on, our billing trued up according to their Agreement.We offered to have an Regional Sales Manager stop by the home to discuss this further. When our Regional Sales Manager reached out and was not able to gain contact with our customer on 2/8/**, a customer relations manager reached out and requested utility bills for 7/[redacted] through 9/[redacted]. These utility bills will help validate the data on file, however the customer has yet to provide the detailed utility bills that are used to evaluate consumption trends to determine actual savings. SolarCity does investigate all consumer complaints and all contractual obligations are currently being met. Please call 888-765-2489 with further questions.

Initial Business Response /* (1000, 16, 2015/02/10) */
Thank you for forwarding the valuable feedback from [redacted] and [redacted] 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.
We reviewed all the information in this matter with our billing department and made contact with Mrs. [redacted] via phone.
Through careful consideration to their needs, we determined the issue was a billing statement error that resulted in us miscommunicating an outstanding balance to Mrs. [redacted]. We explained the mistake and apologized for the misunderstanding. We will make all efforts to ensure that this will not occur again.
Mrs. [redacted] has no outstanding balance to SolarCity and should not receive anymore invoices. If she has any further issues or concerns regarding this, she can call our Customer Relations team at XXX-XXX-XXXX extension XXXXX.
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]
Initial Consumer Rebuttal /* (2000, 18, 2015/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

SolarCity has responded to customer representative and working diligently to resolve this matter.

Initial Business Response /* (1000, 8, 2015/05/21) */
Thank you for providing this valuable feedback from our customer. We have been in contact with them via phone and email. We were able to come to an agreeable resolution with the customer. For any questions please call XXX-XXX-XXXX.

Revdex.com:Yes, my response was sent in error and I had no way to go back to correct it. However. The company response was unacceptable to me.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]

My roof leaked 1st and 2nd time it rained they fixed it but I can still smell mold in my garage even I don't see it. production is not as it was promised and last minute my contract was changed from 45% to 33% .Last month I paid $145 to solarcity with not enough production and they said they will adjust it in 2 years.I complained they said it is in my contract I did not expecting to pay more now and get adjusted in 2 years I am in limited budget and needed the help now. will not recommend solarcity to a friend.

We apologize for this frustrating circumstance surrounding the clients concern. We have made contact with the client from our Management Team and resolved the repair request associated to the clients equipment. For further inquiry please contact [redacted] opt. 2

We apologize for the frustrating circumstance surrounding our customer’s experience. In regards to the customer's concerns one of our Customer Relations Mangers has reached out to the customer but has not had a chance to speak with them directly. Please call 888-765-2489 opt. 2 with...

further inquiries.