SolarCity Corporation

A customer relations manager reached out on 9/16/[redacted] to address and we are currently reviewing the account for resolution. This manager will reach back out to update the customer.”

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]

Complaint: [redacted]I am rejecting this response because: I have been attempting to resolve this via discussion with the Customer Relations Manager (Pamela Seek). She has stated Solar City will cover damages caused by "Penetration or Installation". SolarCity has sent a reliable roofing company (Superior Roofing) to examine the roof damage and their assigned roofing company has stated the damage is the result of "Penetration".  Customer Relations Manager - Pamela Seek does not return my calls or respond to my emails.  This complaint is "months" old. I have a documented timeline of all calls and contacts regarding this complaint, if necessary, I can email my documented history of this complaint upon request.
I have had a seperate certified roofing company standing by to commence roof repair. Pamela Seek has emailed me a contract to docusign and return no later than [redacted] or the contract may be voided if not submitted on time. I have electronically signed the contract and returned via email on 11/16/2016. Contract allows "ONLY SolarCity" to remove and reinstall solar panels. I have not been contacted by any SolarCity representative as to the next step. This time consuming delay is stressful, my small section of roof needs repair. This is not a major repair.  Pamela Seek, the SolarCity Customer Relations Manager has stated to me and my spouse, "SolarCity will cover repair cost caused by PENETRATION OR INSATLLION". 
Sincerely,
[redacted]

Final Consumer Response /* (2000, 5, 2015/06/09) */
Ms. [redacted]:
Hope all is well.
I tried to phone you as well but you must been busy.
I am writing to you to inform you that the company and I have resolved our issues re: the recent true-up scenario. I have been working with a new executive...

at the company (on copy), who confirmed there will be no additional true-upo charges sent to me for the length of my agreement.
I want to thank you for your utmost professionalism and urgency you exhibited. I am grateful to you. Please mark this matter as closed.
Best regards,
[redacted]

Complaint: [redacted]I am rejecting this response because: Customer sercice agent called on 5/30/**, and discussed a possible resolution. However, it has now been a full week, and they have not called back to let us know if the resolution/compromise is going to work for both parties.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because I have been calling for a week and they say they are waiting for a signed contract.  But when I ask if anyone has called the remediation company to find out about where the signed contract is the answer is no.  I have asked for a copy of the testing results, the results they received last week on Thursday[redacted] 2 and I still have not heard anything.  Every time I call the responses I get are I don't know.  I wish there was someone who worked for this company and knew something or was at least a little courteous.  It is unbelievably frustrating calling day in and day out and all they say is "I don't know, I will get back to you" and then they never get back to you.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Telling me your going to call me doesn't resolve the issues but reduces it to a phone call?
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: this is the same as prior. No solutions offered. No accountability on this companies behalf.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I have not been contacted by Solar City.  The time frame they gave that they would be in contact was "shortly."  It has been 2½ days since I read their reply.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/02) */
We apologize for the frustrating circumstances surrounding our customer's experience. Mr. [redacted]'s system was installed on 5/11/15 and the inspection was completed on 6/26/15. The city of South Windsor increased their permitting fees,...

which they did not advise until after the system passed [redacted] in June. Per our agreement with our customer, the first half of the prepayment is due at installation and the second half is due once inspection has completed (page 1 of the Agreement). We have since provided Mr. [redacted] a customer satisfaction payment as recompense for any confusion or delays. SolarCity's contract does not stipulate deadlines and Mr. [redacted] will have the benefit of solar for the full 20 years per the term of his contract. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Solar City, please fix your customer service problem and false advertising and save future customers the headache.
The expectations set and the promises made to get me to sign my contract were very different from reality and how I was treated after I was locked into the contract.
I am surprised how each time I get a response from Solar City, I get a different excuse for all of the delays. Blame my town. Blame the electric company. Blame me. "South Windsor increased their permitting fees" is a new one (which is neither true, nor an excuse - Solar City should have paid it in less than the 6 months it ultimately took). Why can't Solar City just take responsibility? Apologize and admit that they FORGOT TO SCHEDULE THE INSPECTION, FORGOT TO PAY THE PERMIT FEES, FORGOT TO DO THE REQUIRED ENERGY EFFICIENCY EVALUATION, AND NEITHER MY ACCOUNT MANAGER NOR SUPERVISOR RETURNED MY CALLS AND EMAILS AS PROMISED. Rather than fixing the problem, I got a call threatening a collection agency and ruining my credit. How terrible. One mistake on top of another.
The claim that I did not make my final payment when due is false - I was told by my account manager in writing not to pay because it was not yet due. Clearly a mistake in hindsight. I was promised I would get a call on Monday, August 3rd with a resolution but would not hear from that person again until December 28th. To make matters worse, my account manager stopped talking to me in the middle of my project. I was promised a new account manager would contact me. Never did.
No, the contract does not stipulate any deadlines for Solar City (but clearly states all of my deadlines and required turnaround times, which I followed as requested). I was promised my system would be up and running in 4 months at most when I was pressured to quickly sign my contract before "construction slots filled up". Clearly this is an abuse. I understand there are delays, but MY PROJECT HAS TAKEN NEARLY 12 MONTHS instead of 4. (I have a technician coming this week due to problems with my solar panels, which I am told are not producing anything, so it may take over a year to get up and running).
If Solar city did their job properly or even called me back when promised (but failed to do on multiple occasions, with multiple people), this project would not have become such a mess.
Solar City is writing me a check for approximately $160 to compensate me for this poor experience. Based on how many additional hours I have put into fixing the situation, this equates to a dollar or two per hour. I give up.
Solar City, please fix your customer service problem and false advertising and save future customers the headache.

Initial Business Response /* (1000, 5, 2016/03/25) */
We apologize for the frustrating circumstance surrounding our customer's experience. In regards to the customer's concerns a Customer Relations Manager has been working with the customer's concerns that are covered in this Revdex.com Complaint. Our...

findings are as follows which has been explained to Mr. [redacted] already.
SolarCity has to install 8 panels as that is our minimum system size.
Currently the customers home only has room for an additional 4 panels.
If the system was underperforming from what was sold we could (if needed) add an additional 1 or 2 panels; the system is not underperforming.
If the customer usage increases SolarCity could look into installing a second system; with current fire set back codes and our current minimum system size this is not currently possible.
We apologize for any inconvenience this may cause and a Customer Relations Manager will be reaching out to the customer soon in an attempt to speak with him and discuss this matter further. Please call XXX-XXX-XXXX opt. 2 with further inquiries.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The salesman [redacted] guaranteed in speech as well as in writing (documents available upon request) that more energy production capacity could be accommodated in case of future need, for any reason, by working with options in company installation policy. The company now states that although additional room exists on the roof for 4 more panels, they choose not to make the installation, invoking "company policy." Now, we consume more energy than the system can produce and, contrary to the stated company mission, the salesman's guarantees, as well as the contractual agreement, we are obligated to pay both Solar City's monthly lease fees as well as SDG&E utility bills. This is an untenable situation, into which we have been forced by Solar City's unethical and deceitful business practice. As before, we ask that the company take the perfectly reasonable action of adjusting their company policy and add the panels which will fit on our roof, and to which we are entitled by their guarantees, or annull the contract and remove the system.
Final Business Response /* (4000, 9, 2016/03/29) */
In regard to our customer's mention of written proof, here is what was explained to the customer by SolarCity in the form of email:
"As...explained and read...in the agreement, we can upgrade or add to any part of your system to ensure the system is performing to the guarantees we set. This would mean if our system was not performing, then we would add to your system due to it not performing and that is when we could add an additional 1 or 2 panels to restore system performance. To add more panels due to usage increase, it has to be a separate system. Also, to do this, you would have to have proof of increased usage in your home that is exceeding what the system production is. If you do not have this and the system is big enough, then you would not need a bigger system."
A Customer Relations Manager explained that the current system is performing as designed so we will not be able to add to the existing system. Unfortunately, the customer does not have enough room on his home for a second system as all SolarCity inverters requires a minimum of 8 panels and the customer only has room for 4.
Please call XXX-XXX-XXXX opt. 2 with further inquiries.
Final Consumer Response /* (4200, 11, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The statemets by this representative are repetitive and evasive, and I do not feel it is helpful to continue this automated dialogue unless there is an actual third party Revdex.com individual actually mediating this dispute. For purposes of documentation, I will here reiterate my position:
1) the issue is NOT system underperformance but a violated guarantee in writing (proof available) to increase system size in case of future need. This need has been demonstrably proven, and Solar City refuses to honor its agreement.
2) Solar City has issued various, contradictory statements in writing (proof available) regarding the minimum number of additional panels it will supply (two, then six, now eight). The roof, according to an analysis by a competing solar company, could easily accommodate four more panels. Solar City is not unable, but rather unwilling to install. In any event, these restrictions were the responsibility of the salesman to make plain, and back up with knowledge of my restrictions prior to signing a binding lease. I have been defrauded and misled, and unless I am contacted by an actual representative of Revdex.com, this unhelpful process will go no further.

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

because: I received a telephone call left on voice mail from customer service rep stating he was going to look into the matter, further advising that maybe they had the wrong address and wanting to verify the correct address, although he clearly stated my correct address at the start of the call. I sent an email verifying my address, have not heard back from them. I request Solar City contact me via email [redacted] instead of voice mail, we have no record of these conversations, and Solar City has a log of all calls and contacts with the customer. Still just looking for payment that is owed to me and that will end this complaint.
Thank you,
[redacted]Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/05/01) */
Thank you for forwarding this valuable feedback from our customer. We have spoken with him via phone. We are currently working towards an acceptable resolution.
The contract is valid and states all stipulations clearly regarding...

selling the home and/or purchasing the system.
We want all of our customers to be satisfied. Again, we are looking at all possible resolutions.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After speaking with the Customer Service Manage, Solarcity was more than gracious with us. They work at a reasonable solution and we completely appreciate their efforts.
Thank you

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

customer service representative called and said they cut a check for $** something dollars and I told her that 2 months of service would be a minimal refund that I would think would be reasonable.  Because I did not have fully responsive solar panel production for two months and paid for that service AND had very high electric bills because of it. Two months of service would be approx $[redacted]. My electric bills were about $[redacted] over what they usually are over this period of time.Sincerely,[redacted]

We apologize for the frustrating circumstance surrounding our customer's experience.  A customer relations manager reached out to the customer on 3/09/2018 and requested supporting documentation to proceed with reviewing this customer's concerns.  Our last communication with the customer was on 3/14/2018 where the customer was refusing to provide the documentation we were requesting.  Our customer relations manager will contact the customer again to address.

Customer Beware
To potential customers, please consider the following facts:
-Paying for Generation NOT Usage
-If a new homeowner moves in and uses less energy than he/she/they would, they still need to pay for what they produce
-the articles that say that selling your house faster is for PURCHASE not PPA
-Some of our competitors offers 99% of the same product at 10-30% lower price
-Rate CAN go up because of shading/growing trees
As a consultant
-High Turnover of Consultants (they put the blame on their workers)
-Rigged Closed-Network Leadership (in MD literally every boss is White. CAMs and RSMs)
-A few very irresponsible RSMs who don't handle situations and push it onto their consultants

We have review the clients concern and have possible correction to adjustments the account to resolve the matter. Our Management Team is in contact and speaking this over with the client for a resolution, for further question on the account please contact 888-765-2489.

Complaint: [redacted]I am rejecting this response because:
they have not told me what the next steps are as stated in their response.
Sincerely,[redacted]

A customer relations manager reached out on 6/8/** to address our customer's concerns and we are currently reviewing the account further. Please call 888-765-2489 with further inquiries.

Customer was contacted on 6/13/[redacted] by a Customer Relations Manager to go address his concern with the transfer of his agreement to potential buyers. Please call 888-785-2489 with further questions.