Solar City Customer Service Issues

I am experiencing an issue with SolarCity. Our ten-year-old solar system stopped reporting power, and after contacting support, they diagnosed it as a problem with the gateway router. They assured us a replacement was on the way but have not followed through despite multiple follow-up calls. Each time we reach out, they claim the part is on back order. Recently, a representative mentioned the part being available only for new installations, leaving us without a solution. It's concerning that the replacement part is being withheld for new customers instead of fulfilling promises made to existing ones like us. We simply request SolarCity to honor their commitment and send us the replacement part promptly.

I am in urgent need of roof repair, but I am struggling to get in touch with Tesla Solar. Their online support is lacking, and they have not responded to my emails for over two weeks now. I tried calling the GetHuman number, and the only way to speak to a human is by claiming it's an active electrical emergency. After doing so, I was transferred to a solar service number, which unfortunately has put me on hold for quite some time.

I am disappointed that despite living at 16 Linden St. Spencer, Mass., we have not received any help yet! Our panels and controls are not working, and we've reached out via emails and voice messages only to receive a "case number" without any further assistance. We need a resolution urgently as we had these panels installed by Solar City, now Tesla. If we do not receive a solution within the next 3 days, I will be contacting the Better Business Bureau. — A very dissatisfied customer, John A.

I have been trying to reach Tesla Solar multiple times, but the customer service has been disappointing. Despite having solar panels installed, I am still receiving electric bills over $[redacted] despite being promised bills under $30 during installation. The number of panels installed was less than initially quoted, and when I inquired about adding more, I was informed it was not possible without replacing the entire system. I feel misled by the lack of options and assistance provided. After researching, I found out that other companies can add additional panels, which contrasts with what I was told. I am seeking resolution by having the excess amount on my bill covered and exploring the possibility of adding more panels. I anticipate a prompt response from Tesla Solar regarding this matter.

I have been trying to contact someone from your company without any luck. I need to update my payment account information. Additionally, I cannot sign in to your app; I set a new password, but when I try to log in, it says it's incorrect. I have a request number [redacted]3 in my email, stating that someone will reach out to me, but that hasn't happened yet. My email is [redacted], and my phone number is [redacted]. Please get in touch with me as soon as possible.

Following a recent hail storm, our house's siding is being replaced by the condominium association via an insurance claim. The affected side has a downpipe and Solar City conversion box mounted on it. The siding company can install new panels under the downpipe if it's loosened from the clamps, but they need the conversion box/heat sink to be detached from the wall for the installation of the new siding. I'm seeking guidance on who to contact to facilitate this assistance and coordinate with the siding contractor to finish the job efficiently.

I am hearing impaired and a bit confused about a missed appointment with Solar City. I was out with my mother when they arrived to fix something, so I told them to proceed. However, it seems the work was not completed. My ex-husband, Russ S., mentioned that Solar City attempted to contact me. Please assist me in getting a clear explanation of the service and arranging the necessary fixes. You can reach me at [redacted]. I would appreciate it if someone could visit my home to communicate effectively with me about the Solar City service. Thank you for your help, Cheryl S.

I am reaching out regarding my referral, David H., who has not yet received his referral check as promised by my sales representative, Victor L., following my installation in September [redacted] through Solar City. Despite numerous attempts to contact Victor and his assistant Brianna, there has been no resolution. It has been over a year, and the lack of communication and delay in issuing the check is unacceptable. I request prompt assistance in resolving this matter and would appreciate being included in any correspondence to ensure a swift resolution. Thank you for addressing this issue promptly. Sincerely, Irma E. [redacted] N Weather Hill Dr. Tucson, AZ [redacted]

I am writing to request a detailed bill for the period after we closed escrow on August 22, [redacted]. Our payments were being automatically deducted from our bank account, with the last one taken out in early August. We have since stopped the automatic payments assuming that only the bill for August 1 through August 22 would be due. We recently learned that there is a two-month billing delay. We were under the impression that our last payment in August covered the July bill, but it was for June instead. Therefore, we need separate bills for July and August 1 through August 22, [redacted]. You can send the bills to our email at [redacted] or our home address at [redacted] Boojum Court, Henderson, NV [redacted]. Cody Fisher is the current owner responsible for bills after August 22, [redacted]. We appreciate your assistance in resolving this matter promptly. Thank you, Carl Watts and Belinda Wilson.

I am reaching out regarding my recent billing inquiries. My partner, Mr. Watts, and I have had some confusion over our bills for July [redacted] and August 1 - August 22, [redacted]. We used to be on auto-pay, but we stopped it after escrow. We believed we only owed for the mentioned August period. After a recent call, we learned that the auto payments we thought were for the previous month were actually two months ahead due to delays in the billing department. This caused misunderstanding as we thought our August payment was for July. We now request separate bills for July [redacted] and August 1 - August 22, [redacted] to clarify our payments. We prefer not to receive statements with a generic amount due, as we aim to keep detailed records of our payments. We appreciate any assistance in expediting this matter. Please send the bills to [redacted] or [redacted] Boojum Court, Henderson, NV [redacted]. We would like to settle this promptly and are open to paying over the phone. Thank you for your cooperation. Sincerely, C.W. [redacted]

I am deeply disappointed in my recent experience with your company. I requested a UCC-1 termination agreement, but after paying $[redacted], I was provided with a subordination form instead, which did not meet the requirements of my loan. Despite multiple discussions, your company failed to address my issue and continued to insist on the validity of the subordination form. The loan company also confirmed that the UCC-1 termination agreement was necessary. Unfortunately, due to this error, I was unable to secure my loan. While I understand your policy on non-refundable payments, since I did not receive the correct document, I am requesting a refund of the $[redacted]. I hope this matter can be resolved promptly. Thank you. -TS

Subject: Innovative Solar Panel Idea for Sidewalks To the Team at Solar City, I am Coston O'Brien, accompanied by my friend Matthew Tarantino, both college students. We are submitting this message to you with hopes of sharing a groundbreaking idea. We believe that bringing attention to our concept through this complaint form will capture your interest. In regions like sunny California, sidewalks often remain shaded and unused, presenting a unique opportunity for solar energy utilization. Our proposal involves the installation of solar panels on sidewalks. The concept envisions a durable, slender grid structure with embedded panels beneath a thick protective glass surface. This innovative design offers a discreet integration of solar technology, addressing aesthetic concerns associated with renewable energy solutions. Should this proposal intrigue you, we invite you to contact us at [redacted] for further insights on our idea. We are eager to share additional details and earnestly request that our concept is not replicated without consent. As admirers of Elon Musk, we believe this idea aligns with his vision and innovation.

I have been a customer of your service for over 5 years. Approximately 2 months ago, I discovered that the panel box on my house had not been monitored for 3 years without my knowledge. On 11/20, technicians replaced the panel and informed me that some of the panels were not even plugged in. Concerned about snow accumulation on the panel, I inquired about installing snow guards due to a previous incident where snow caused damage to my wife's car last winter. I was shocked to learn that snow guards would only be installed if someone got hurt, which I believe is unacceptable. Safety should be a priority, and preventative measures should be taken to avoid injuries. I am deeply troubled by these issues and hope that your company can address them promptly. Sincerely, David J Semplenski Sr.

After rebooting my iPad, I lost many apps, including the Solar City one which helped me view my billing and usage. I am disappointed by the negative reviews regarding customer service. The Tesla app doesn't provide complete information on my solar production. I am looking for another app to track my system. Also, I need help monitoring Firehorn's charges. It seems many others have similar concerns. Please reach out to me at [redacted] or [redacted]

Subject: Innovative Proposal for Sustainable Housing and Renewable Energy I have a crucial message for Elon Musk that I've been trying to convey for a decade without success. Please kindly pass on the following message to someone in a decision-making capacity, or if feasible, to Elon Musk himself. Greetings, I am Robert Small, and I have an innovative concept for how your company could contribute significantly to the environment while providing sustainable housing and renewable energy solutions worldwide. The solar updraft tower is an underappreciated technology often mistaken for a heliostat, although they differ in function. The solar updraft tower involves a tall structure that utilizes sunlight to heat air, causing it to rise through the tower, turning turbines to produce electricity. In contrast, a heliostat directs sunlight using reflectors to heat liquid at the tower's top, creating steam to power turbines. Current solar updraft tower models utilize a glass disk at the tower base to capture sunlight and warm the trapped air beneath. However, I believe there is room for enhancement. By incorporating transparent/translucent magnifying solar panels at the base, we could greatly improve efficiency. Additionally, restructuring the tower to include vertical farms on the exterior and living spaces inside, powered by the tower, could offer a sustainable living solution. Early investors in these tower-powered apartments could receive a portion of the tower's profits to expedite the project. Moreover, the energy produced by these towers could drive desalination plants, crucial for regions with water scarcity concerns. Establishing an integrated system where purified seawater from desalination plants supports irrigation and domestic water needs could pioneer sustainability efforts. I sincerely hope you will explore this proposal further and reach out with any queries. I believe your company's progressive ethos and extensive portfolio make it uniquely positioned to realize this vision. Best Regards, Robert Small

We currently have solar panels installed by Solar City. Unfortunately, our inverter is not functioning, and the earliest a technician can come out is January 12, [redacted]. This is unacceptable as we will be out of state at that time. Not being able to produce energy and potentially facing increased utility bills for the next six weeks is concerning. Furthermore, if there are any additional issues, we will not be present to address them. Despite contacting the service department, we have been informed of the same late date. For a company of this size, the extent of the service area being so large and under-served is disappointing.

I reached out to Solar City more than a month ago inquiring about connecting a whole house generator to their solar panels on my roof. They assured me it was possible with a standard transfer switch. However, my electrician expressed concerns about potential damage with this setup. Despite multiple attempts to clarify with Solar City via phone and email, I did not receive a definitive answer. Recently, my electrician contacted [redacted] and sent pictures of my system. We are still awaiting a response. Speaking with an Electrical Engineer from National Grid, he approved the connection based on the provided sketches. While I have the necessary equipment in my garage, I am waiting for Solar City's confirmation before proceeding. A prompt reply is crucial as I seek a safe standby connection. Your timely response is essential as my confidence in this process is starting to waver. Thank you, Jonathan Moore.

In the Tesla Real Estate Transactions FAQ, it is mentioned to inform the Property & Title Team to direct your lender (for refinance) to Tesla's Lender Relations team. You require a copy of your solar lease agreement and its exhibits. You are seeking contact details for the "Property & Title Team" for your lender to address other inquiries such as temporarily releasing or subordinating the UCC-1 on the title of your home at [redacted] Bethany Circle, Moreno Valley, CA [redacted] (Riverside County). Please send the information and documents if possible (e-signed lease agreement Feb '17) to Jessica F Kamae at [redacted] Thank you!

I had a SolarCity system (EN[redacted]) installed in [redacted] at [redacted] Frogs Marsh Road, Drayden, Maryland [redacted]. Lately, the system has stopped generating power. I tried troubleshooting through the gateway with no success. The display on the inverter indicates Power Prod: 0W. I am seeking a technician to examine the system. Kindly reach out to me so I can arrange for technical assistance. This is my second time attempting to contact Teala/SolarCity support.

Dear Sir/Madam, I had solar panels from Solar City installed a few years ago. My address is 48 Forbes Avenue, Marlborough, MA [redacted]. Since Solar City was acquired by Tesla, I've noticed a decrease in the electricity generated by my panels, leading to higher bills. I was initially promised that the panels would cover my energy needs, which was initially true. I am seeking an urgent assessment of my panels and potentially additional panels to reach the promised electricity output. Please reach out to me at [redacted] or [redacted] to address this issue. Despite multiple reports, no evaluation has been conducted yet, a resolution would be greatly appreciated. Best regards, Avirup Bose