SolarCity Corporation

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

response given by Solar City is exactly what I have experienced for the last 3 years; We are sorry for the inconvenience. Someone will get back to you soon. I have received this response multiple times from Solar City and my issue is never resolved. I continue with equipment that does not uphold our agreement, and I continue to get stuck with an annual true up bill that exceeds my household budget. Sincerely,[redacted]

Complaint: [redacted]I am...

rejecting this response because: I have reached out to multiple levels of this organization and have been told how we are the ones at fault. I have dealt personally with [redacted] and again was told that I was in the wrong for the expectations set forth by a representative of the organization. It is with the continuing frustration of having to re-tell the issues we have had over and over to different levels of their management that has made me use this media. In doing so some of the problems have not been retold due to lapse in memory at the time. As of [redacted] no one has reached out to me.Sincerely,[redacted]

This company and their representative, [redacted], took complete advantage of my dad. My dad a senior citizen, who has my mom in a senior care living facility with Alzheimer's. [redacted] told my dad, that this would be a great deal for him and that his payments would stay the same. That was a big lie! My dad explained and showed his bills and how much his payments were, which were less than $30 a month. Now that my dad has these [redacted] panels, his payments are between $100-200 a month. How is that a deal! I called Solar City and spoke with [redacted]. SolarCity and [redacted] said there is nothing they can do, after all that was exp!ained about how [redacted] deceived my dad and that he has my mother in Senior care facility. This company and their Representatives have no remorse, no care and oh well, it sucks to be you attitude. This company is just plain greedy and does not care who it takes advantage of.

A customer relations manager made contact with our customer on 1/29/**. During that conversation we noted it appears that they are consuming more energy. 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. We will have a customer relations manager reach back out next week to follow up on our request for the utility bills, and to help resolve our customer's concerns.

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.
However, it is debatable whether or not the issue is fully resolved. At this point, solar city has implemented what appears to be a temporary "duct-tape" fix of the problem. I will have to see what they do over the next few months to determine if anything was really done to fix the billing issue. 
I'm starting to kind of feel sorry for this company. I have never seen this level of disorganization (especially in the collection of fees) in any other company. Even t-mobile can fix an accounting problem in 30 days, and I consider that a long time. We're going on a year here folks! Who are you hiring? 
I really hope I don't have to make a 3rd complaint for the same issue. 
Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:  I still have not heard back from a customer service representative despite multiple email attempts to the Solar City representative to which I was assigned.  I would also like to know who is going to pay for the approximately $[redacted] worth of damage that was done to the hood of my vehicle due to snow shedding from the solar panels?  I will however gladly discuss the snow mitigation system that I was offered by the representative, however she told me that Solar City would not recommend installing the system because it could cause damage to my roof and would significantly decrease productivity.  So it doesn't sound like your corporation thinks this is a good option?  I would appreciate a phone call from a representative who actually knows what they are talking about and actually has some power to resolve my issues.  I will again reference the contract which clearly states that any damage caused to my property by Solar City's solar panels will be repaired by Solar City.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/19) */
SolarCity's proposed offset is estimated and based on a customer's historical energy consumption. We do have the option to complete a savings analysis to demonstrate this to our customer. SolarCity simply requires 12 months of energy bills to...

complete the analysis. For more information, please call XXX-XXX-XXXX.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Initial Business Response /* (1000, 9, 2014/11/06) */
Received response via email:
Hello Ms. [redacted]
I am the Online Community Specialist for SolarCity and [redacted] is my manager. She requested that I look into this matter with Mrs. [redacted] and respond to you as soon...

as possible. Thank you for forwarding the valuable feedback from Mrs. [redacted] regarding Revdex.com Case #XXXXXXXX. It's always been our goal to exceed our customer's expectations and direct feedback, both positive and negative, is key to identifying areas where we can improve.
I reviewed all the information in this matter with Mrs. [redacted] and made prompt contact via phone. I left a voicemail with my findings and provided her my contact information. When she calls me back I also intend to offer her further compensation for the misunderstanding. We will make all efforts to ensure that this will not occur again.
Mrs. [redacted] was issued a $50 check on 10/14 for her troubles and she will also be receiving a $165 payment by the end of the month, which reimburses the entire amount she was billed for July production, the month she felt was inaccurately billed.
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 or email me. Thank you.
Best regards,
[redacted] Online Community Specialist, Customer Relations Customer Account Management Group SolarCity T: XXX-XXX-XXXX ext. XXXXX
Initial Consumer Rebuttal /* (2000, 11, 2014/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Spoke with [redacted] She agreed to refund us the money for the month of July for the inaccurate reading and inconsistent data. We appreciate the acknowledgment of miscommunication and misunderstanding.
Thank you all for your time.
[redacted] and [redacted]

Initial Business Response /* (1000, 8, 2015/06/10) */
Thank you for forwarding this valuable feedback. We are having a Customer Relations Manager reach out to perform a savings analysis.
Initial Consumer Rebuttal /* (3000, 10, 2015/06/21) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
They have not answered us back with any response. They asked us to send them all of the 2014 bills statements, which we did; however, we have not received any feedback on the matter from them.
Final Consumer Response /* (3000, 17, 2015/07/20) */
after a long wait, Mr. [redacted] sent us on July 9th an incorrect study, were the amount paid during 2014 to SMUD appears as being $519.68; however, as we said in our letter, the amount paid to SMUD was $815.46. We still feel the same way about the situation, and I have left a message to Mr. [redacted] informing him of the error on the amount paid to SMUD on 2014.

A customer relations manager is tracking the concerns with this customer, a design for reinstalling the system was sent to our customer on[redacted] for him to review and accept. Once the design is returned and accepted we will be able to proceed with installation of the system. For further questions...

please reach out to [redacted]. Thank you.

One of our Customer Relations Managers is following up to address customer's concerns directly. Please call 888-765-2489 for further inquires.

A customer relations manager reached out to this customer on 04/20/[redacted] and addressed their concerns.

Complaint: [redacted]I am rejecting this response because:
Alexander House from Solar City left me a message to reach out to him. I called him twice and he has not...

returned any of my calls.  They seem to still be playing games. Is their anything else that can be done to resolve this issue?
Sincerely,[redacted]

Complaint:[redacted]I am rejecting this response because I call everyday asking for...

information, any information, on the progress and status of getting the mold removed from my home and every time I call they say they will look into it and get back to me with in 24 hours.  No one ever calls me back.  I have called every day for 2 weeks now and still no one has any answers on the status of getting the mold removed.  Again today no one has tried to contact me.  I was told I would be given some information on [redacted], January[redacted], I called them on[redacted] and no response.  No response on [redacted].  No response on [redacted]. In calling solar city I have dealt with some of the worst customer service in my life.  I have had a solar city costumer service rep tell me he will only be at work for another 13 minutes and that he will make some phone calls but probably wont get any response.  The smell of the mold is causing me to have head aches and coughing fits.  This is a health risk and I want the mold taken care of, my property replaced, and a detailed desrciption of what has been done to my home.  I don't think I am being unreasonable in my request.Sincerely,[redacted]

We are actively working with our customer to find a resolution. e most recently spoke with our customer on [redacted] and will reach out again shortly to discuss progress made thus far. Please call [redacted] with further questions.

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]

We apologize for the frustrating circumstances surrounding our customer's experience. A customer relations manager has left a voicemail with our customer 06/13/2016 to address this complaint with our customer. Please call 888-765-2489 with further questions.

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

because:
This is the very people that caused us to enlist Revdex.com's help. The 888-765-2489 is there customer service located in Las Vegas, Nv. Solar City has made a very large miscalculation with the design department and have installed a system much to large.
The contract calls for 7.5kWh system and they have installed a 12.kWh system. Why the refuse to remove required panels is unknown.
Time is of  the essences. We need to resolve this as soon as possible .Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
This is the same response as last time and no one has reached out to me. Rather than wasting time replying with lies I would appreciate contact! No one has called me, left a message, or emailed me. First I find it terrible that I had to contact the Revdex.com to try to resolve my issue with solarcity. Your customer service is terrible and if you have no time to reach out to me I hope that others see this and will chose to do business with a different company. You are sending a clear message that you do not want to resolve this issue.Sincerely,[redacted]