Solar City Customer Service Issues

We purchased our home located at [redacted] Wilson Avenue in Selbyville, DE in August [redacted]. The previous homeowner had Solar City panels installed, and we inherited the contract. My spouse and I, J and R W, are experiencing higher combined monthly bills from Solar City and Delmarva than we would without the panels. Despite the savings on our electric bill, the current costs overshadow the benefits. Additionally, the solar panels have attracted a large local pigeon population, posing a potential health risk. We are requesting options to either lower our usage rates for cost-effectiveness or to have the panels removed promptly. Thank you for your assistance.

During my kitchen remodeling project, updates are being made to the electrical system in my home. I have been trying to reach an electrician to authorize the necessary steps for the electrical service with my contractor. Despite multiple calls since last Wednesday, we haven't received a promised call back yet. If we do not hear back soon, we might have to assume that we can proceed without any concerns regarding our Solar City / Tesla contract.

I have sent two emails to customer service regarding my issue with logging into my Solar City account, but unfortunately, I did not receive any response. After calling numerous times without success, I finally spoke with Kurt, who informed me that my panels are working fine. I requested a technician to inspect them as I still believe there might be an issue. Despite this, I am unable to access my account and want to switch to paper billing. Kurt tried to assist me but after a long wait on hold, I had to hang up and call back, now waiting on hold for 19 minutes. I am frustrated by the inadequate customer service since Tesla acquired Solar City; it has become challenging to get the help I need. It's disappointing that they seem to ignore customer concerns, and I regret signing up with Solar City in the first place.

On October 31st, I discovered that my gateway box was displaying no signal. I unplugged it, and the no signal message disappeared. However, on November 1st, my app indicated that there was no data available. I reached out to Tesla that evening, and was advised to contact you the next morning due to the late hour. Upon calling this morning, you assisted my husband with troubleshooting, and I observed that the data was back on my app. I was informed that monitoring would continue for 24 hours. Unfortunately, around 6:30 in the evening, the no signal message reappeared. I contacted customer service again and spoke with a representative. Regrettably, she was rude during the interaction, interrupting me as I tried to explain my issue. I felt disrespected and belittled, as I am not very tech-savvy. I am disappointed by this experience. Is this how customers are typically treated? I used to find your service pleasant, but now that I am a customer, it seems you no longer care. I may be overreacting, but I cannot dedicate time to troubleshooting this problem daily. I kindly request a prompt resolution. Thank you.

I recently bought a house with SolarCity Panels, and the home inspector found a roof leak caused by a panel installation flaw. After discussing it with Melinda Romero from SolarCity, I agreed to take over payments if the roof got fixed. Melinda assured me on November 12, [redacted], that a repair ticket was opened. However, as of November 27, [redacted], no contact has been made for the repairs. I am eager to schedule a repair before winter to prevent further damage and expenses for SolarCity/Tesla. Please reach out to me at your earliest convenience to arrange the repair. Thank you, Sally Molaro.

I had my roof replaced, and the solar panels removed by a roofing company, as authorized due to Solar City's backlog. The brackets cannot be reused, so the company that removed the panels needs new brackets to reinstall them. I have been in contact with Solar City for six weeks seeking a resolution, but I am frustrated with the lack of progress. Despite paying thousands of dollars to remove and reinstall the panels, Solar City has not provided the necessary brackets. The local Solar City office in Beltsville, MD should supply the parts since I have already paid for their services. I need urgent assistance to resolve this bracket issue to reinstall my panels promptly. The roof was replaced on October 1st, and the panels were scheduled for reinstallation on October 15th, but the bracket problem arose. Please help me with this matter as I continue to struggle with obtaining the required brackets despite numerous calls to customer service.

I bought a house in February [redacted] with Tesla solar panels and the existing solar contract. In the summer, I noticed high solar bills and was advised to wait a year before discussing it. Now, when I contacted customer service to mention that I might be producing more energy than I need, they said I can't remove panels. My PG&E credit is over $1,[redacted], but they only give back about 40%. It seems like I'm paying Tesla to give energy to PG&E. I requested a representative to discuss my options, but I was told I can't make changes under my current contract. Adding panels is an option, but removing them isn't. If asked, I can honestly say the solar isn't working out. I need assistance to make the solar system efficient and cost-effective. Thank you, D. Merriam

In June [redacted], solar panels were installed by Vivant Solar. Tesla is now scheduled to update or inspect the boxes. In September [redacted], a nest was discovered under the panels on the left side of the roof. Squirrels were observed approaching the area from a tree in the front yard. An order was placed for pest abatement to install a screen around the roof panels, but no timeline was provided. By February [redacted], a small brown stain was noticed on the ceiling of the guest bedroom directly below the nest location on the roof, and it has been expanding. A date for the abatement has been set for March 25, [redacted], which will require all panels to be removed for roof repairs at our expense. I am requesting Tesla/Solar City to cover the cost of removing and storing the panels ($[redacted].00) to facilitate proper roof repair and to proceed with the scheduled pest abatement to avoid future incidents. Ensuring long-term satisfaction with your company is crucial as we anticipate having these panels for many years.

I am reaching out regarding my lease agreement with Solar City. The solar system has not been functioning since April 16, [redacted]. Following contact with Solar City customer support, I was informed that my system is currently turned off, and they are unable to repair it until August 14, [redacted]. This situation is problematic as May to August are peak months for solar energy production, which offsets my electricity costs until November. Due to the system being inactive, I now have to pay National Grid for my energy usage from April to November as stipulated in my lease agreement, despite not benefiting from solar energy. To exemplify the impact, my electric bill for the same period last year was $10.03, whereas this year it has surged to $[redacted].29, marking an 18.87-fold increase. Historically, Solar City has resolved issues promptly within a week to maintain productivity. However, my hands are tied as per the 20-year lease agreement obligating me to depend on Solar City for repairs, leaving repair scheduling at their discretion. The lack of urgency for repairs could be attributed to the binding agreement between us.

We entered into a solar panel lease agreement with Solar City more than 5 years ago. Recently, a representative informed us that the panels were faulty and would be replaced with better ones soon. However, as of May 7, [redacted], the replacement hasn't happened. When I inquired about the delay, I was informed it will take another 6 months, which is unacceptable. We are being charged $[redacted].44 monthly, and our PG&E bill has surged to $[redacted] a month. We request a refund of the $[redacted].44 per month since the panels stopped functioning in August [redacted]. We also ask for the automatic bank deductions to cease until the new panels are operational. Furthermore, we seek compensation for the increased PG&E bills from August [redacted] until the new panels are installed. Your prompt attention to this matter is appreciated.

I am in urgent need of speaking with an actual person from TESLA. Every time I try to contact them, I am directed to a paid service for responses. I need assistance with restoring the chimneys at my residence (44 Crescent Street, Keene, NH [redacted] - THORNTON, M.E. & E.R.). Unfortunately, we are not at home currently. The proximity of the solar panels to the chimneys is causing maintenance issues. I refuse to pay $[redacted] for the mistake of installing the panels too close to structures that require maintenance. The situation is unacceptable, and I will pursue legal action if needed. The other installation location is [redacted] North River Road, Milford, NH 03[redacted]. We had plans for Power Walls, but my wife is distressed by snow accumulation affecting the panels. The promised savings have not been delivered, and communication with our salesperson, Andrew Romanovich, has been impossible. The issue at hand is a design flaw in placing the arrays too close to the chimneys, which should be rectified by TESLA at their expense. M.E. Thornton 44 Crescent Street, Keene, NH [redacted] [redacted] North River Road, Milford, NH 03[redacted] M: [redacted] E: [redacted] Home: [redacted]

To whom it may concern, I recently contacted your company to arrange for the temporary removal of my solar panels due to a roof replacement. The earliest available date provided by the agent, Jared, was in late October. I was surprised by the $[redacted] fee for the removal, as this was not mentioned in the original contract. When I questioned Jared about this, his response was hostile and unhelpful. I requested to speak to a supervisor and was connected to an agent named Cody, who also displayed rudeness. The lack of customer service I experienced is disappointing, considering that I initially had a positive impression of your company. The delay until late October is unacceptable due to my leaking roof, and I cannot afford the high cost of hiring a third-party contractor. I hope to resolve this issue promptly and can be reached at [redacted] or [redacted]. Thank you for addressing this matter promptly. Sincerely, D'Artagnan Spencer

I reside in Ely, Nevada and believe there is a great opportunity to introduce Tesla solar roof technology in our area. Despite Nevada's push for renewable energy, our local utility, Mt. Wheeler Power, still heavily relies on non-renewable sources and resists rooftop solar. I own a house that I would like to equip with a Tesla solar roof and power walls to showcase the benefits to our community. Interested in turning Ely into a Solar City and Tesla market, I am willing to promote and demonstrate the technology full time. Additionally, I suggest installing a Tesla supercharger at the Northern Nevada Railroad to attract visitors. As a resident for over a decade, I see the potential for these innovations in our town. I hope this message reaches the right people to explore this opportunity further. Thank you. - Christopher Lani [redacted] High Street, Ely, Nevada [redacted]

I waited on hold with customer service for over an hour two days ago, 53 minutes yesterday, and 49 minutes today only to have the representative hang up on me. It took 2.5 months to remove the panels from my roof for a replacement, now I'm being told they won't be reinstalled until 12/02. Despite not having the panels, I was billed for a month of service. I am not a storage facility and refuse to pay for services I don't have. I will dispose of the panels if they are not picked up promptly. This experience has been unacceptable, and I will be seeking services elsewhere.

I entered a lease agreement with Solar City in [redacted] for a solar system. Recently, I purchased an electric car and need to expand my current solar system's capacity. After a frustrating experience on the phone with Customer Care and Sales, Ethan from Sales (extension [redacted]) initially quoted me a new lease rate of $[redacted].00 per month, but later retracted the offer since I am already a Solar City lease customer. I've been redirected back to Customer Care and now face another long wait on the phone for assistance. As a busy physician, this back-and-forth is unacceptable. I am seeking clarification on modifying my existing lease or potentially buying it out altogether. It's concerning that I was not informed by Solar City about limitations on expanding my system. Currently, I am stuck having to pay $[redacted].00/month to PG&E in addition to my Solar City lease. It seems that Tesla is not upholding the agreements previously made by Solar City. Job Number: JB-[redacted]-00.

The wait time to speak to an agent is currently 50 minutes, which is very frustrating. The new Tesla app is not working, and the support page link is broken, which is disappointing. It seems like Tesla should have made sure the replacement reporting system was functional before discontinuing the old one. I have been experiencing a persistent arc fault issue and need to monitor my system's performance as your staff have not been proactive in reaching out when one of my inverters malfunctions. At this moment, I am losing faith in Tesla's reliability for the long term. The solar system inquiry for my other property is no longer of interest. Additionally, the automated phone system instructs callers to press 8 for a callback, but it leads to a dead line. Tesla really needs to improve its customer support services.

Hello, I am currently looking into buying a Model 3 and would like to charge it using the 40 solar panels on my roof. However, I have noticed an issue with the Tesla PV System App (version 3.9.0-[redacted]) stating that my house is consuming more power than what the PV system is generating, even on sunny days. My electric meter seems to be running backward, but when using an Amprobe on my [redacted] amp service, it shows that the PV system is generating 4.8 KW while the house is only using .9 KW. Can anyone shed light on this discrepancy? I rely on accurate monitoring to support my decision to purchase a new Tesla car. Any advice would be greatly appreciated. Thank you. - G.G., Somerset, MA.

I am experiencing multiple issues with my former Solar City account since Tesla took over. I am unable to access it; when instructed to change my password, I am redirected to Tesla's car-buying website. I also need clarification on whether I own or lease the solar panels on my property. How can I schedule a visit from a technician to inspect my panels, which seem to be generating less energy than expected, leading to higher bills?

I have had a solar installation for over a decade. In November [redacted], I began to receive emails indicating a power reporting issue. After contacting support, they diagnosed a problem with my gateway router and mentioned sending a replacement since they couldn't schedule a service call. Despite repeated follow-ups, they keep stating that the part is on back order. On a few occasions, they claimed it was available but failed to send it. Recently, I discovered that the part is in stock but only offered with new installations, leaving existing customers like me without necessary replacements. This scenario seems illogical, potentially leaving new customers with faulty parts. We simply seek the part promised almost a year ago, as it is an affordable component and perplexing why the company cannot assist a loyal customer with this basic request.

I have an over ten-year-old solar installation that I own. Last November, SolarCity notified us of reporting problems with our system. After contacting support, they identified the issue as the gateway router and promised to send a replacement since they didn't have enough staff for a service call. Despite multiple follow-ups, they claim the part is on back order. Recently, a representative revealed that the part is available but only for new installations, suggesting they prioritize new customers over existing ones. We just want SolarCity to fulfill their promise and send us the replacement part as agreed upon nearly a year ago.