SolarCity Corporation

A Customer Relations Manager is addressing our customer's concerns. If you have any other inquiries please call ([redacted].

We apologize for the frustrating circumstances surrounding our customer's experience. A customer relations manager has reached out to address this concern. Please direct any ongoing inquiries to [redacted].

Customer has been contacted and actions have been taken to resolve customers concern.

We understand that our customer is frustrated at this time and a customer relations manager will be reaching out to him shortly. For further questions please call 888-765-2489 option 2. Thank you.

Initial Business Response /* (1000, 5, 2016/03/18) */
We apologies for this frustrating circumstance. we are currently reviewing all of the concerns and address them with a resolution.
Our Management team has been in contact with the client. For further inquires please contact XXX-XXX-XXXX opt...

2.

Initial Business Response /* (1000, 5, 2015/10/06) */
We apologize for the frustrating circumstances surrounding this customer's experience. We have developed a plan of action with this customer going forward and the issue will be resolved shortly. Please call XXX-XXX-XXXX with further...

questions.

We apologize for the frustrating circumstances surrounding this experience with our company. A manager will be reaching out shortly to address these concerns.

I am sorry for the frustration Our customer's experience has caused. We will have a Customer Relations manager reach out to the customer to resolve his concerns. Thank you bringing this to us to resolve.

Initial Business Response /* (1000, 5, 2015/10/04) */
We apologize for the frustrating circumstances surrounding this customer's account. Our customer has spoken with a manager that has explained our billing procedures. A manager will reach out again to address these pertinent concerns. Please call...

XXX-XXX-XXXX with further questions.

We have offered to place a call to Edison with the client on the line to make sure she receives and update on this matter, however the client hasn't responded. For further question please contact us at 888-765-2849.

My experience with Solar City so far has been excellent. My representative is [redacted]. [redacted] is very knowledgable of the system. Whenever I have questions he makes sure that he reaches out to me before day's end. Solar City's concierge staff are always very polite and spend a lot of time answering all of your questions before hanging up with you. I never felt rushed when speaking to them. The installation team was very professional and respectful during their time at my home. I am now awaiting for my system to be inspected by the county so that the system can be turned on. I received an email from Solar City very early this morning letting me know that we are waiting for a due date with the county for inspection. Usually you receive GREAT customer service from smaller companies, I am impressed with Solar City's customer service because they are a large company who seems to pay attention to detail. I can't say enough good things about this company.

Initial Business Response /* (1000, 5, 2016/01/29) */
A customer relations manager first reached out to the homeowner on 09/02/2015 to address his concerns regarding the system performance. At that time, the homeowner was advised we could perform a savings analysis to investigate whether or not he...

had saved as a result of having the system. Our customer was also advised that we cannot control usage at the home, and if this had increased over the historical usage used to design the current system, a second system could be a potential option to increase the offset on his utility bill. Our customer replied he did not wish to discuss this further, at that time.
On 09/10/2015 another customer relations manager was in contact with the customer, we again offered to have a savings analysis performed and advised of the utility bills that would be needed to complete the review. On 10/1 the customer was advised that we needed the information resent as zip files were blocked for security reasons. We were able to obtain the necessary information on 11/30/2015, and submitted to our internal team to complete the savings analysis. At that time we also advised it can take some time to complete the analysis, and that we would be in touch with him once it was available.
We contacted the customer on 01/02/2016 to go over the results of the savings analysis. It was identified that the amount of electricity the customer had used increased 13.35%. That aside the customer had saved $126.84 in the year following the activation of his system, compared to the year before he had solar. The customer ended the call after receiving the results.
The customer then reached out to another customer relations manager on 01/21/2016. They reviewed this information, and then went over it with the customer. The customer again ended the call.
A second system with agreement can be added to the home to increase the amount of electricity we are able to offset. We are not able to add on panels to the existing systems, and we cannot add a second system with a shorter contract term.
We will reach out to our customer again and see how we can assist in their concerns regarding NEM charges.
Initial Consumer Rebuttal /* (3000, 10, 2016/02/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 02/1316 Finally I received a call in response to the return call I made couple of days prior to this date. I spoke to [redacted] as a representative from Solar Company. Now the Solar City is offering $140 for me as a courtesy according to him because of the system failure that was happened and reported during the first 12 months of the service. I have raised this concerned to them even before I filed a complaint. Clearly they it was just a move to shut down my complaint because if it was really something that corrects their mistake, it should have been offered to me prior my complaint filed to Revdex.com. I did not accept it, because it didn't even get close enough to my expectation of 20-30% savings a year which approximately 20-30% of around $3,600 which is conservatively equivalent to $720-$1,080/year of savings. What my request is for them to re-design the system or add another system without having to issue another 30-year contract with them. He kept saying that, I should have read the contract. I said responded, that [redacted] didn't have a contract with him when he offered it to me. [redacted] was so helpful during the process of getting my solar installation setup immediately. And now, problem arises, they fired [redacted] obviously as an admission to the mistake that [redacted] had provided wrong information which in turn Solar City should address because [redacted] was part of the process when we decided to go Solar. Nobody checked my system until after a year where NEM charges posted. Very not acceptable. The only company who does not follow through with the customer. I totally disagree to accept anything from them at this time because it does falls into bribery to offer me $140 to settle with the problem. I don't believe that total of $240 in a year of savings is equivalent to what they have said 20-30% savings. Not to mention that I still owe PGE from the NEM which never in my life had happened before. If they can at least come up with a total of $720 (around 20% of $3,600) and a system re-design or total disconnection of service, that I may consider. Not to mention all the time I spent to correct this problem is not really worth continuing the service.
Final Business Response /* (4000, 12, 2016/02/25) */
We apologize for the frustrating circumstances surrounding our customers experience. While our customers sales representative is no longer with SolarCity, it is not in relation to our customers account. Our customer's request to guarantee they save 20-30% on utility costs is not one we can accommodate due to factors beyond our control such as; the amount of electricity used, varying daylight hours, and weather conditions. We also do not offer additions to our customers systems that are not under new agreements. Instead, we calculated the amount of savings our customer potentially missed out on as a result of their system experiencing downtime and offered to make up the difference as a one-time payment outside of our contractual obligations. We deeply regret that our customer does not agree with our findings. Please call XXX-XXX-XXXX opt. 2 with further inquiries.

I had Solar City apply panels in 2011, with automatic payments from my checking acct. When I sold my home the new buyer agreed to the transfer of the contract (I was grandfathered in). No payment was taken after I had moved, then the following month they took a payment, when they had no right to. To date and many, many calls to them, they still haven't given MY money back, so many promises that the check had been sent, it's going on 6 weeks. They took money out of my acct. illegally. Be very careful when deciding on solar companies!

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 not heard back from anyone in 2 weeks.  I was contacted by [redacted] in customer relations who asked that I give him a few days to look into it and he would call me back at a designated day/time but I never heard back.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:I received a brief e-mail response from SolarCity regarding my complaint on [redacted] simply stating that SolarCity is reaching out to discuss my complaint. Since then I have attempted to reach the SolarCity representative who contacted me (I contacted them via e-mail and phone), but I have not received a response.
Sincerely,
[redacted]

One of our Customer Relations Manager has worked with the customer to get this resolved. Upon instigation the majority of the delays in the customer's project was at the customer's request for us not to install on his roof during the month of August. Had we been able to install in August the customer would have only had a two week delay in his project. We did offer a customer satisfaction payment in the form of a $[redacted] Restaurant.com gift voucher which the customer declined, we then offered the customer his estimated monthly savings for going solar even though our delay was two weeks; the customer also declined this. Please call 888-765-2489 with further questions.

We apologizes for the frustrating circumstance surrounding our clients account. Our Management Team is in contact and currently working with the client to resolve the concern on the account, for further question please reach out to 888-765-2489

We apologize for not having sent the send to: address. This has now been provided as well as a fax number, email address and phone number. We look forward to assisting our customer once the requested documentation has been received. Please call 888-76552489 with further questions.

We apologized this has taken longer than usual to contact our customer back. Someone from our customer relations team will contact customer within the next 24 hours. We apologize for the inconvenience.