Having solar I would say is a 10 and I love that. Their app for monitoring current and historical production exceeds my expectations and I would say is a 10. My sales rep took all of my calls and responded to all of my issues the best he could but the issues that arose weren't in his control. My price was excellent with the price match. And I'm hopeful that the system itself is top notch.
Operations and customer service (excluding my rep) I would rate a 4 at best. They answer the phones relatively quickly and are nice which helps the score. But here is where I had an awful experience. My bid came back wrong a half dozen times. My loan amount on the contract was always wrong to the point where I just said I was going to pay upfront because I had 0 trust in them billing me correctly. Installation took forever. They failed to install it on the first visit and had to reschedule. They brought ugly panels which were different than the all blacks i was told I'd receive. The install failed inspection pushing my turn on time back another month. Communication between the day it was installed and getting it turned on was awful. Having panels on the roof for almost two months of sunny days producing nothing and without being told anything was very frustrating. And finally billing. I called in the day the solar switched on to pay for everything because I hadn't received a bill and wanted to do my part being proactive. They told me I owed $500 more than my last signed document. No one could adjust it so I sent in an email with the agreed on signed document, waited three days, heard nothing, so I called back in. I was on hold and transferred to 3 different people in billing all saying they weren't the right person to help. The last person said she'd get to the right people and I'd get an invoice for the correct amount that day. It still hasn't come. So the waiting continues...
The whole process took 5 months from requesting a bid to flipping it on and that is insane. If I was less committed by my friendly sales rep, my desire to get green energy and the great price I was able to price match to I would have cancelled many times over. The city for inspections and the power company for switching the meter both took 1 week and i signed every doc I was told to the day I received them (unless they were wrong in which I contacted you to fix it every time that same day). Your operations on all fronts really is lacking horribly when it takes this long and it's all due to internal failures. Please fix your issues as you have a lot of great things going for you and I am happy now that my interaction with you guys is hopefully nearing its end (hopefully no need for warranty assistance)!
Advice to SolarCity: Keep using quality panels, keep making your already great app better, and keep great trustworthy reps around like mine (Dan). But please fix the internal errors, the dropped balls, the run arounds, and compensate when you make mistakes that delay a project.... read more
Type: Residential Electric
Reviewed: 04/10/2017
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