SolarCity Corporation

Complaint: [redacted]I am rejecting this response because:
After weeks of leaving messages, we received 1 response, via email,...

from Maddi Anderson, Customer Relations Manager, on July 21. In her response, she offers NO NEW INFORMATION as to when this matter will be resolved by SolarCity. They need to come out and split the systems. We have been waiting for this to happen. Her email simply says that we are supposed to still wait. Basically she emailed us so that SolarCity could say to Revdex.com that we have been contacted about this matter. 
Nothing else has happened. 
Also, we are receiving automated calls that our account is delinquent. The true-up bills need to be removed from our account entirely. It is impossible for SolarCity to calculate a correct true-up amount since the usage was gathered incorrectly. How are we supposed to believe that the amount being charge is correct when SolarCity themselves is telling us that it is incorrect?
We do not feel that an email telling us that she is STILL waiting for the operations team to confirmation our work, is resolution.
We do not feel that being harassed by automated calls telling us we are delinquent in our payment of a true-up bill SolarCity accepts is wrong, is resolution.
Sincerely,[redacted]

We have been in contact with the client advising of possible options to resolve this concern. We are currently reviewing the information collected from the client surrounding the concern on the account, once a solution is reached we will present it to the client and resolve the concern. For further questions please contact 888-765-2489.

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 and currently has a follow up with the customer for Tuesday 06/14/[redacted]. Please call 888-765-2489 opt. 2 with further inquiries.

I filed a Revdex.com complaint in [redacted] for same issue. I was called by Solar City about the billing issue. I was told it would be taken care of and they would immediately debit my account. I kept checking my bank account and no debit. I have tried for four + months to pay my SolarCity bill via direct debit. SolarCity charges $[redacted] surcharge if you pay by check. I have called numerous times, have been called by SolarCity, have been told they would direct debit and to no avail. I need this resolved. I want SolarCity to debit my account for the bill. I signed up for direct billing through their website in [redacted] and this has gone on too long. I refuse to call them as each time I am on hold for over 30 minutes and promised it would be taken care of.

Complaint:...

[redacted]I am rejecting this response because: No one contacts us and the last conversation with [redacted] she told me that she didn't believe us. They aren't trying to help us with the problem or willing to fess up that we were HIGHLY misinformed and blantley lied to about a contract. The salesman [redacted] was asked numerous times if there was a contract every  time told us no. And said we just had to initial for a credit check which now they are saying was signing a contract. Absolutely absurd how things have been handledSincerely,[redacted]

Initial Business Response /* (4000, 11, 2016/01/23) */
We apologize for the frustrating circumstances surrounding our customer experience. We are looking to resolve this concern for the customer. Please call XXX-XXX-XXXX for further question.
Initial Consumer Rebuttal /* (4200, 14, 2016/01/26)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Company has resolved complaint issue please cancel complaint
Final Consumer Response /* (2000, 15, 2016/01/26) */
Company has resolved complaint issue please cancel complaint

Initial Business Response /* (1000, 5, 2015/08/27) */
We apologize for the frustrating circumstances regarding this customer's experience. SolarCity does not "guaranteed in the contract we would have enough panels to produce the energy we use". SolarCity guarantees system production for the system...

and offers compensation in return for underproduction as a result of non-performance. In this circumstance, the customer is consuming more energy than they had been prior to going solar, resulting in a higher energy bill. Because SolarCity prices their contracts lower than the utility company, the customer is still saving over what would have been spent on energy from the utility company. If the customer has additional space on their roof and substantiated historical consumption, we may be able to increase his offset with an additional system. A manager will be in touch shortly. Please direct further questions to XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Before we went solar this company reviewed our previous energy used but seems they only averaged the winter months because in the summer some months showed more was used than what they decided to give us when we agreed to the contract but we admit that overlooking these numbers was our fault. Nonetheless we have tried many times to resolve this issue and solar city has not been in any way helpful. We already spoke to someone regarding us getting additional panels but we were advised we are at our 100% which means they can't provide us more and we are stuck paying double or even triple in the hotter months. The amount of panels we have now will never produce enough energy for our home. The size this company is they should have known that when the numbers were ran, unless they don't hire professionals to this job since obviously someone doesn't know how to do math. All we want is to cancel the contract again without having to pay any penalties. We do not want to do business with them because they don't care about us the customer, only the money.
Final Business Response /* (4000, 9, 2015/09/01) */
SolarCity is limited by the regulations of the utility company, which do not allow over 100% offset. If this customer is receiving higher utility bills than normal, it is because of increased consumption. At the time of sale, the customer's consumption was estimated to be approximately 11,500kWh per year. SolarCity built a system with an estimated annual production of just over 11,000kWh, which is nearly a 100% offset. Being that the system is working optimally, the customer must be using more energy overall, as all solar production is first provided to the home, with excess energy travelling back to the grid and processed as a credit. Because SolarCity is delivering on all tenets of the contract, we will not be dissolving the agreement at this time. Please call XXX-XXX-XXXX with further questions.
Final Consumer Response /* (4200, 13, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company is stating we used an average of XXXXXX kw per year yet they gave us XXXXX? Doesn't that set us up for failure? We do not wish to keep doing business with this company who is not even giving us a resolution.

Initial Business Response /* (1000, 5, 2015/08/10) */
We apologize for the frustrating circumstances surrounding this customer's experience. On of our managers is reaching out to address directly. Please call XXX-XXX-XXXX with any further questions.

Complaint: [redacted]I am rejecting this response because:
YES, my bank statement...

today no longer has a charge from Solar City, but they have NOT yet refunded the $$169.98 that they erroniously billed be (84.99 two months in a row after I know longer owned the home).  A representative from Solar City Called me a assured me that the charges would stop and the refund would be made.  I previously instructed my bank to not honor auto debit requests from Solar City so I have no way of knowing if they are indeed correcting the problem.
Sincerely,[redacted]

We apologize for the frustrating circumstance surrounding our customer’s experience. I last spoke to Tiffini on 10/17/** and will be following up with her soon.

First year after installation of panels we were paying higher electrical bills (SMUD and Solar City) than we were before the panels were installed. Had Solar City reevaluate our system and they said our system design was not adequate to meet our needs. They agreed to install more panels and once again reviewed our system. They said they would install additional panels on the south side of our home. Today (6 months later) they finally installed the panels on the east side of our home. This side is shaded by a tree and does not get as much sun as the south side would get. I am so unhappy with SolarCity I would not recommend them to anyone.

We apologize for the frustrating circumstances surrounding our customer's experience. We are currently investigating these claims and are continuing to work with our customer. Please call 888-765-2489 with further questions.

We apologize for the frustrating circumstance surrounding our customer's experience. A customer Relations Manager will reach out to the customer to discuss their concerns. For any further questions,  please call us at [redacted].

Thank you for contacting SolarCity, a Customer Relations Manager will review the concern and will reach out to the customer shortly with a resolution. We do apologize for any delay in processing this referral bonus for the customer. If you have any addional questions please contact us at...

1-888-765-2489.  Thank you.

Complaint: [redacted]I am rejecting this response because: I have not received the refund check as of today, [redacted]. I did speak to [redacted] who told me it was mailed on the [redacted]. It has been several weeks since they supposedly mailed the check. I'm not sure where they are mailing from, but even if it was coming from the other side of the world I would have received it by now. I don't believe that they mailed he check. I will not accept any response without the funds in hand. It is unacceptable that a company is allowed to steal money and not return it immediately. Three months have gone by since the withdrew money from my account on [redacted], a full month from the time the contracts were transferred and my responsibility ended. They should treat former customers no different than current customers and I feel like the more I complain the slower they act. It should not be this difficult. Sincerely,[redacted]

We recently have been in contact with the client, in regards to the account concern. Our Management Team is researching the matter to come to a resolution to resolve this concern for our client, for further question please give us a call at 888-765-2489 Thank you.

Complaint: [redacted]I am rejecting this response because:  I did get a call from customer relations and an email.  I emailed them back, left a message and tried calling but so far we have not discussed the issue or came to a resolution. Sincerely,[redacted]

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 888-785-2489 with further questions.

A Customer Relations Manager will continue to follow up with you until your concerns are further addressed. For immediate assistance, please dial 888.765.2489 Option 2.

SolarCity is aware of [redacted] concern and is reviewing his project. Customer Relations Manager, Dena Giusa is working with [redacted] to address his concerns.