SolarCity Corporation

Complaint: [redacted]I am rejecting this response because:I have already spoken with them numerous times on the phone. I have made...

more than a half a dozen attempts to rectify this matter. That answers sounds like a rehearse answer and means absolutely nothing. I want their offers in writing. I am done wasting my time talking to them. They do not honor their words and I want everything in writing. I also do not wish to continue to wait for them to deal with this issueSincerely,[redacted]

I have never dealt with such an unprofessional business/organization in my life. Doing business with SC has been one of the worst decisions I have ever made. There customer service is the worst ever!! It took 2 years of emails back and forth to resolve a billing inquiry. Often it would take 2-4 weeks to get a return email (and I was supposedly working with their "customer relations manager.") At one point, I received a call from a different department and the employee literally refused to give me his name. When I asked for it, he responded "I don't see why you need my name. You'll get it later in an email." I insisted on getting his name and he still refused. After much persistence and me threatening to speak to his manager, he gave me his name. In addition to poor customer service, they have made me jump through hoops to get my referral award....which I still do not have from a referral in 2014. Presently I am trying to get communication from them regarding being over charged for my solar use for the past 1.5 years. If I do not hear from them very soon, I will be filing a formal [redacted] complaint. I would not do business with this company if you expect professional, courteous customer service.

Initial Business Response /* (1000, 5, 2014/02/05) */
Thank you for forwarding the valuable feedback from [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 [redacted] and made prompt contact via phone and email.
Through careful consideration to their needs, we resolved the issue and have come to a mutually agreeable resolution for the misunderstanding. We will make all efforts to ensure that this will not occur again.
We were able to get the correct decals placed, feedback has been given to all involved parties and [redacted] does now have PTO or Permission to Operate his system.
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].
Final Consumer Response /* (2000, 7, 2014/02/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SolarCity satisfactoryly responsed by realignment of PV panels, placing decals to identify electrical components, and provided appropriate instruction to 'turn-on' the PV system upon HECO NET metering installation completion.
There was no "missunderstanding", there was NO communication from SolarCity until Revdex.com contacted business. Thank-you very much for contacting SolarCity on behalf of this consumer.
[redacted]

We apologize for the frustrating circumstances. A Customer Relations Manager is currently working with our mutual customers to come to a resolution. A Manager will further follow up shortly, and until all concerns are addressed. For immediate assistance please contact us at [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)I do not accept this response of today's date. Still waiting for savings review with relations manager. Power blaster was installed 4/4/**. Waiting to see if it is working properly. Hoping to also receive a new energy consultant. Thank you

Initial Business Response /* (1000, 9, 2015/06/15) */
Thank you for forwarding this valuable feedback. [redacted]'s solar installation took place in August of 2014. He did write into our Customer Care department in May of 2015 regarding placement of the equipment. We are happy to move the equipment,...

however, there is a $499 charge for us to do so. We have reached out to [redacted] on 5/12, 5/18 and 5/29 to [redacted] to see if he would like to proceed with the relocation. Please feel free to call XXX-XXX-XXXX with further questions or concerns.
Initial Consumer Rebuttal /* (3000, 11, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue here is the fact that the solar city reached out to me after I called their customer service representative and informed me that they will be happy to move the inverter as long as I pay the only $499. Seriously, he said only $499. I do not understand why I have to pay if the box was installed without much thinking from the install crew. It was placed in the closest spot to save time and cut costs on material. The issue lies in its location. It's OUTSIDE my fence. So anyone can simply mess with it. The install crews do these installs daily. How can they get so careless? It almost seems that the company cares more about profit then the customer. I am starting to feel I should have went with someone else for my solar.

(The consumer indicated he/she DID NOT accept the response from the business.)Once again, they cut and pasted their response. we are only getting 56% offset when we signed up for 100%

We apologize for the frustrating circumstances surrounding our customers' experience. A customer relations manager has already attempted to resolve the issue, however, customer refuses our resolution. Please call 888-765-2489 with further questions.

Complaint: [redacted]I am rejecting this response because: they just keep saying the same thing, they are working on it.  They asked for the exact date that the money was debited from my account and I gave it to them but that's it.  Nothing.  This really isn't a difficult problem.  Just issue a reimbursement.  You can't just keep telling someone you are "working on it" for 4-1/2 months.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:it is untimely and they are staling.  they should be anxious to resolve this issue as they were when they were getting my business....

 Further, they are trying t force me into expensive litigation as there is a time constraint with the homeowner's association.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/14) */
We apologize for the frustrating circumstances regarding this customer's experience. A manager will be in touch shortly. Please call XXX-XXX-XXXX with further questions
Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
A Solar City tech replaced a fuse for the solar panels on 11 Sept 2015, after replacing the fuse, the output went from 1000 watts to 2200 watts.
The solar panels continue to operate normally again
A customer relations manager is working with me to get a Customer Satisfaction payment.

My husband and I were approached by Kristine Huey on Mother's Day (5/8) in Huntington Beach regarding our interest level in solar power for our home. She was friendly and informative, and indicated she would schedule an appointment for us with a consultant. We agreed on today (5/16) at 1:00 p.m., and were informed we'd receive an email confirmation prior to our appointment (email received).
I responded to the confirmation email indicating my desire to cancel our appointment. At the scheduled appointment time, I received a telephone call from an unknown caller. Believing it was my daughter's cardiologist, I answered the call. When the caller identified himself as a Solar City representative, I hung up. I immediately received another call from the same number, which I didn't answer. The caller ([redacted]) left a voicemail response (voicemail included below). I then received a text message from the same person (text messages included below).
I am beyond disappointed and horrified SolarCity has a representative, who claims to be with the "Customer Experience Department," who would treat ANYONE in such a condescending and rude manner. Please view the text exchange below…actual text messages can be forwarded at request. In addition, I've included a verbatim voice message left by [redacted], actual voice message can be forwarded at request.
TEXT EXCHANGE:
[redacted] (5/16 @ 1:09 PM): [redacted], you just hung up on me and no showed on our appointment. That is extremely rude and you have wasted my time and money, along with our sales people's time. I don't think you'd be a good fit for our company if you can't even answer a phone and have the basic skill set of manners.
CUSTOMER (5/16 @ 2:08 PM): Unfortunately, I've been in the hospital with my child since the middle of last night when she was admitted. I responded to the email confirming our appt. this morning indicating I had to cancel. I'm unsure why the cancellation was not forwarded or received by you. I hung up on you with no intention of being "extremely rude"; however, I'm awaiting an important call from my daughter's cardiologist that I cannot miss. I've hung up on a few people today, as my daughter's health is my most important priority at this point. May I get your email address, as I'd like to copy you on my correspondence with your company?
[redacted] (5/16 @ 2:22 PM): Thank you for the reply back. All of us wish you well with your family's health and safety. Sadly, I'm not psychic so I do not know what is going on in people's lives. As for the email you sent, your sales person Kristine didn't get it, her manager [redacted] did not, nor did I. Thank you for stating why you'd hang up on people multiple times and why it's not rude. If you have feedback you'd like to provide, Id be happy to speak or meet with you as I'm with the Customer Experience Department. Let me know whatever works best for you, [redacted].
CUSTOMER (5/16 @ 2:23 PM): Please provide me your email or manager, so I may forward my sent response
VOICE MESSAGE FROM [redacted] (5/16 @ 1:04 PM): "Hey, this is [redacted] from Solar City, we have an appointment at 2:00 at your house. I'm here right now, and I just called you, and you, I guess you hung up on me. So, a little confused as to why you would have us come out here, and then be so rude as to hang up on us. Um, we don't do business that way. Um, so I don't think we're going to be a good fit. Okay, good bye."

Initial Business Response /* (1000, 5, 2015/08/17) */
We apologize for the frustrating circumstances regarding this customer's experience. A manager will be in touch shortly to review and address these concerns. Please call XXX-XXX-XXXX with further questions.
Initial Consumer Rebuttal /* (3000,...

7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No manger has called me!! I have called Solar City for two months now and nothing has been done to address are problem, Every time I call they point the finger at some one eels, I got my SRP bill again today and it was just as high it was last year when you put them both together. My savings was $10.00. I sent out a e-mail to a manger today and got NO response again. Once again It is not are fault Jason S from Solar City built the system to small. Jason & Fallon his boss reassured us if for any reason the system was to small they would get it fix right away, This is why I told them I would rather wait tell we had 12 months of electric bills. So we would not have this problem. But they both insisted Solar City would get right on it if this happen. Well NO one seems to be interested now to fix this major problem. Solar City's response to my complaint was they are sorry for are frustration. I relay don't believe they are or some one would be getting to the bottom of this issue!!! They also state in their response to call them REALY. I have call you people for two months That why I'm trying to work with you throw the Revdex.com. Me and my wife are expecting a resolution by the end of this month, Thanks
[redacted] & [redacted] M
Final Business Response /* (4000, 29, 2015/10/14) */
SRP's recent changes to their solar billing platforms do affect both SolarCity and customers of both entities. We cannot move forward with a second system under the previous rate as noted in communications from SRP. The letter provided by our customer from SRP states "A review is currently being conducted to determine the pricing structure that would apply to customers with grandfathered status who add additional self-generated capacity." Please call XXX-XXX-XXXX with further questions.
Final Consumer Response /* (4200, 33, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except this reply do to the fact that the sales man Jason Stevens and His Boss promised me if for any reason the system was not big enough that Solar City would at no charge to me and my wife would upgrade the system. Now that solar city and SRP are in litigation solar city cant fulfill there promise. A problem with SRP and solar city should not cause me and my wife a hardship, Solar City has not even offered us anything to offset this hardship. This SRP and solar city problem is not even in are contract That if for some reason this happened it was are loss. So I believe if solar city is a good company that they would put it in writing that solar city would at NO charge to me and my wife would give us the proper solar that we should be getting, With out any other BILL or charges!! do to the fact solar city put us in a bad way, P.S. We read the contract and no where dos it say if SRP said no more solar could be add to are home It's are problem. So yes It would be nice if solar city would put it in writing they will add to are system at NO extra charge and NO new payments from are bank account. & no new 20 year contract!! Just as we where told from day one.

Thanks
[redacted] & [redacted], God Bless

Tell us why here...One of our Customer Relations Mangers has been reaching 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.

We are sorry to hear about this experience. Our customer care department is currently working with the customer to address their concerns.
Please call 888-765-2489 if you have further questions.

Initial Business Response /* (1000, 5, 2015/06/23) */
Thank you for forwarding this feedback from a potential customer. We do have credit requirements that must be met in order to move forward in a solar project. We offer several contract types, however the only one that does not require a credit...

check is the cash option. If [redacted] would like to move forward in the process we will be happy to help, however he will need to meet certain credit requirements and we will not assist in that cost. For further questions or concerns please call XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"We offer several contract types, however the only one that does not require a credit check is the cash option. If [redacted] would like to move forward in the process we will be happy to help, however he will need to meet certain credit requirements and we will not assist in that cost."
I am requesting again that SolarCity Corp. right their wrong by compensating myself if I agree to the cash option. The actions by the sales staff are borderline regulatory infractions. Based on the above response it seems that SolarCity will not help with costs associated with credit requirements, but they are willing to assist with the cash option.
Final Business Response /* (4000, 9, 2015/06/26) */
Thank you for your response. We will not be compensating [redacted] as there was no wrong doing. The reason we do not need a credit check on a cash option is the contract would be paid in full and the customer would own the system. If [redacted] would like to move forward with a purchase we will be happy to help.
Final Consumer Response /* (4200, 11, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since Solar City is unable to locate our phone conversation they refuse to take ownership in their discriminatory practices. I refuse to accept any resolution without compensation for my time spent bringing this concern to regulatory attention.

Initial Business Response /* (1000, 5, 2015/12/08) */
We apologize for the frustrating circumstances surrounding this customer's account. The discrepancy of approximately $20 was corrected and redistributed for customer signature. It is noted in the contract that a job may not be cancelled once...

construction has begun on the home. We are currently awaiting this customer's signature before submitting to the utility company for the final approval. This correction was sent to our customer on 8/13/15. We anxiously await our customer's acknowledgement and signature so that we can proceed with the project.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Solar City's originally rationalized the "correction" as a necessary amendment. I think it is misleading to now refer to it as a $20 discrepancy, side-stepping my continued request for an explanation, when Solar City was to benefit monetarily from the amendment.
In addition to the "correction", my MIDDLE GROUND would be for Solar City to guarantee in writing that my rates will not change.

Final Consumer Response /* (3000, 16, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In this most recent reply, Solar City (SC) fails to mention that before "fully reviewing (my) system and production estimates", they issued a contract to which I agreed, for which they received payment and is the reason they subsequently installed the equipment on my home: I think this is important to state since in my experience as a consumer, estimates are usually issued before contracts are issued and before payment is requested. For the record, SC requested 50% of the agreed payment to initiate the installation process, and the remaining amount once the equipment was installed. After receiving 100% of the agreed payment, the installation project is not complete at this time since the equipment is not generating electricity. So after complying with SC's customer obligations for installation (providing payment, ready access to my home for the installation, facilitating requests to gain approval from my electricity provider for installation project completion, etc.) I understood that my tasks were completed. For SC to later find "discrepancies", after they have received payment and initiated the installation (which SC deems as a 'point of no return'), in my opinion would not be "preferable" to any reasonable person, and especially not-preferable, since it has taken months of un-evenly timed correspondence, and third-party action to receive a partial explanation of said discrepancy. In so many words, my original EXPECTATION was that since I had upheld my customer responsibilities in regards to the most recent contract/amendment that I agreed to, which was before 14 JUN and before the installation process was initiated, SC would COMPLETE the installation process.
The Revdex.com has previously requested my "middle ground", which was only partially mentioned in SC's most recent response. While it is understandable that the goal of a business is to make money, I don't believe that it validates the tactics that SC has employed so far. Up to this point, SC's responses to my requests for an explanation seem to accuse me of 'nickel-and-diming', and stalling the installation process while they now admit that the discrepancy of $0.0002 was their fault, that it subsequently required the issuance of an amendment and that it then subsequently required me to accept the amendment. Shifting from my ultimate request for a refund, my "middle ground" was a request to SC that my contract be amended to state that the rates that I initially agreed to (again, my original EXPECTATION) would not change. This was flat-out denied by SC on the grounds that my contract was "already guaranteed not to change", which is contrary to the fact that SC has already attempted to change the agreed-upon-contract due to said "discrepancy".
Further, since it appears that it needs to be explicitly stated, $0.0002/kWh is not the issue. Correct if I am wrong but I understand that by signing an agreement, I agreed to be "refunded" at a lower rate for which I have pre-purchased energy from SC and that the installed system does not even have to produce 100% of energy that I pre-purchased. So even if the potential for me to receive "free electricity if the system over-produces" does not take away from the my opinion that SC has not delivered on its promise to provide a service, has displayed unethical business processes and is in breach of our agree-upon-contract.
Finally, when SC chooses to actually acknowledge my request for a refund (initially made 25 AUG 2015, after multiple requests for an explanation of the 14 JUN amendment) and/or the existence of a refund policy, most of SC's response pertains to flawed explanations of how the 14 JUN amendment is in my best interests and is valid, repeated requests for "what it will take" for me to agree to the amendment, and among other things, references to the cost I will incur in receiving a refund (which is apparent in the most recent response), instead of replying with the actual costs that I could potentially use to make an informed judgment on whether I should choose to agree to SC's most recent amendmentactions that I feel more of SC's "scare tactics". Case in point: the only detail that I am being given IRT the refund is that it will be "applied against the full prepayment". Ending your reply with a request to contact you, further details SC's detachment from this issue since I am currently waiting for a reply from SC in regards to the proposed removal costs. Frankly, as an Active Duty military member, a father and a college student, enough of my time has been wasted.
Final Business Response /* (1000, 20, 2016/01/25) */
SolarCity's replies through the Revdex.com portal have been directly addressed to our customer. Thus, the request to call SolarCity is to our customer so that he/she may feels that we are working as urgently as possible on their concerns. Our customer's requests must be approved internally and we appreciate their patience as we present the proposals on their behalf. A manager will reach out this week with an update. Please call XXX-XXX-XXXX with further questions.

Before signing up, I recommend you consult an electrician re: the condition of your breaker box. @1 month after going online, March'16, my main breaker overheated and had to be replaced (Friday nite, cost $1200.00.) Once the warm weather started, @April, I started having a problem with breakers tripping including the new main(175Amp). I was eventually told by an electrician and [redacted] employee from City of Henderson that my breaker box was near the end of its lifespan and couldn't take the power from the solar system going thru it. I eventually had to have it replaced with a new "solar ready" breaker box for $2800.00. I am in contact with SolarCity re: any possible restitution.

Complaint: [redacted]I am rejecting this response because: The VPN is installed on a local computer, not the router. The gateway attaches via ethernet cable directly to the router. I have no issues with other services running. If you could please provide me the port numbers the gateway uses, I can check these.Sincerely,[redacted]

The client has accepted the offer and will have a contractor complete the repairs required. Once the repairs are completed the client will reach out to us to re-install the system. For further inquiry please contact 888-765-2489 opt 6