ComplaintsforElevation

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had a solar panel system with backup batteries for several years. One of the panels stopped working and Elevation replaced it 6/18/2024 and the tech said he needed to come back and add "barrels". On 6/20/2024 the entire system ceased to function and the three areas that were on the back up batteries now are running off extension cords. We have called several times and were told someone would be down to fix it today, 7/3/2024. The tech appeared, took his lunch time and put the barrels on, then stated that's what he was sent here to do and not anything else. Not a single thing has been repaired. The system is still not functioning. We are in the best time of year for solar generation and getting no return on our investment. Elevation is disappointing again.

  

  Business response

  07/15/2024

  Hello Mr. and *******************, 
  
  Thank you for sharing your experience with us. We apologize for the delay in getting your system completely operational. We understand the initial visit from our technicians did not bright the system fully operational, however, we are glad to see that a return visit as been scheduled for you for this upcoming week. If you have any questions, comments, or concerns feel free to let us know. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 3, 2024 our solar panels stopped working. We called to report the issue to **** of Elevation Solar phone # *********************. He set up an appointment on June 18th for technician to come replace our inverter box. On June 18th we got a call from **** saying that a technician had accidentally taken our inverter box & placed it in another house. He was supposed to find another one & call us back to reschedule appointment. We sent a text on 6/21/24 & called the office on 6/24/24 and secretary said he was on break but would call us back. We never heard back from him. It is very disappointing because we paid a lot of money for solar *********** will be a month on 7/3/24 that they have not been working. We would appreciate it if they could please contact us & come & replace our inverter box ASAP. Thank you! Please call us if you have any questions.

  

  Business response

  07/01/2024

  Hello Mr. and ***************** ,
  
  We appreciate you taking the time to share your experience us, we apologize for the time it has taken to resolve your issue and the related mistake. We have checked with our ****************** leadership to see they status of the component need to complete the repair and they have advised that a new one was requested and approved under warranty with the manufacturer. They currently have not provided us with tracking information for the part, but as soon as they we will notify you of the E.T.A and a date for service. Again, we apologize for the delay, please let us know if you have any further questions, comments, or concerns. Thank you.

  Customer response

  07/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** & ***********************
  
   
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 9/3/2022 we paid Elevation Solar $1,050 for bird stop that was to be included in a solar installation where we had a contract with Elevation Solar. They couldnt install the solar to meet the specs we needed and therefore, Elevation cancelled our contract in March of 2023. They never installed the solar panels and after numerous attempts to get our $1,050 back through emails and phone calls, we have been unsuccessful in getting our money back.

  

  Business response

  06/20/2024

  Hello, 
  
  We appreciate you taking the time to let us know your situation. Our ****************************** has notified us that they've spoke with you and they advised that the check was sent out at end of week last week. You should receive this fairly soon - we apologize for the miscommunication as we note that you've been reaching out to agents that are no longer with Elevation. If you need any assistance, feel free to reach out to us at **************. Have an Elevated day!

  Customer response

  06/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Elevation Solar installed our Solar System, the first part was installed on 2021, on Jan 2024 we decided to increase the system size, which was completed on April 2024, since then I have been requesting the 30 year Insurance Certificate which has not been provided. They only privided the Certificate for the System installed on 2021, today they sent me an email with a certificate trying to make me believe this to be the certificate for the new system but it was for the old system. I will attached the certifixate that was swbt today to me.

  

  Business response

  06/13/2024

  Hello **********************,
  
  We appreciate you letting us know of your situation. We have reached out to our **************** to have this sent to you as soon as possible. It seems that there was a clerical error/misunderstanding between Elevation and Solar Insure which resulted in the wrong certificate being sent to you. We apologize for this inconvenient. We have requested this error to be corrected as soon as possible and we have been advised that it is in the process. We will have this sent over to you once completed. In the meantime, let us know if you have any other concerns. 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Two years ago we signed a contract with Elevation Solar. The contract states that the job would be done within ****** days. Our solar was just activated, 2 weeks shy of 2 years after contract signing, after much effort on our part to make it happen.

  

  Business response

  05/03/2024

  Hello *****************,
  
  We appreciate you taking the time to share your experience with us. We are aware of your account's situation and apologize for the time that it took to get your system across the finish line. Our team did face difficult challenges with your installation that hindered our estimated timeline(s). 
  We noted that while we worked on getting your account to activation, we covered the monthly solar loan payments up until activation, as well as other miscellaneous expenses that were encounter related to the solar install in hopes to prevent any out-of-pocket expenses to you.
  
  Again, we apologize for the time, and we appreciate your patience and cooperation through the installation process of your system.
  
  Please let us know there is anything else that Elevation and assist with or let us know if there are any further questions, comments, or concerns we can address.
  
  Have an Elevated day!

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the solar system and roof repair in August 2021. The experience was a complete nightmare. They redid the roof three times before the system was installed. Now I got a notice it is offline and Im getting water damage in my house from the leaky roof. It should be under the roof penetration warranty but **************** said they couldnt send anyone for a month. The day comes and the tech wont show up. Unfortunately this nightmare continues. I want the roof repaired and water damage fixed.

  

  Business response

  05/03/2024

  Hello *******************,
  
  We appreciate you taking the time to share your experience with us, however, we are sadden that it has not been to the customer service standard that we strive to provide. We have investigated your account and note that our ****************** agents have elaborated on the scheduling confusion that occurred on 4/26 and that they are currently assisting you with your roof concerns. We apologize for the inconvenience that this may have caused, but we are glad to see that your issue is being address and moving towards a resolution that we hope is soon!
  Please let us know if there are any other concerns that we can address.
  
  Have an Elevated day!

  Customer response

  05/06/2024

  Although the company sent out a tech to inspect the solar installation, they told me they need to send out a roofing subcontractor for another inspection which could be another week. It still feels like its just talk to delay the complaint timeframe like they did in the past. There has not been a resolution to the issue of repairing the roof and reinstalling the solar system yet, so I cant accept this as resolved.

  

  Business response

  05/16/2024

  We are glad that the issue is on its way to be resolved - we are aware that items are still pending. From the notes shared by our Service agents its seems that there is still existing warranty from the roofers that went out to the customer home previously, thus we have requested the roofing company to go back out to the home to assess the site. The roofer is to contact the customer.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Project not completed on time.

  

  Business response

  04/24/2024

  Hello ****, thank you for sharing your experience with us. We apologize that your project has been delayed. We note that you solar has been installed, and is being worked on to be ready for the inspection stage of the project, first with your jurisdiction and then with your utility company for the final approval. We see that the desired settlement for this matter is Billing Adjustment, but we note that since your system was just installed this month you should not encounter any loan payments for the system until June. Please let us know if you have any further concerns we can address. Have an Elevated day!

• Initial Complaint

  04/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On January 26, 2024 I signed a contract with Elevation Solar to expand the size of my solar system on my house at 3120 Reverence Heights Ln and additionally to install an exterior 220 outlet for my EV Car, the contract was signed with **** who has been excellent. The issues come with ******************* the Project Manager who has been horrible, there has been a delayed on the approval of the interconnection because he never sent the correct documents for us to signed when ****** Energy requested the documents to be signed by my wife (On March 12 was the first notification from ****** Energy, but he never sent the dicuments to be signed by my wife, so ****** Energy sent another notification on March 26, both notifications were provided to Jkse *****) I spent all this money on the solar panels on January 26 and today is April 7th 2024 and still I cant use the Solar Pabels. Even my original system I cant see hiw its working because they disconnected the app that reviews hiw the system is working. Additionally elevatiin workers when installing the additional system, they created some big holes on the exterior stucco of my house, they did a horrible repair whi h I have on pictures and provide them to BBB.

  

  Business response

  04/11/2024

  Thank you for taking the time to share your experience with us regarding the expansion of your system with us. We are disappointed that you have had issues arising in the project thus far and apologize for the inconvenience. We'd like to address the concerns you raised and the steps to follow from this.
  
  Project Coordinator (Manager): Our ********************* has removed the previous Project Coordinator (Project Manager) from your account and has appointed a different coordinator to assist. We would like to clarify though that the previous coordinator nor the one currently assigned to you can send the documentation to utility companies for the Interconnection. During this process signatures that are required will go to any email address on file with the respective utility company and the Project Coordinators cannot edit this unless it is done through a formal request to utility companies through a formal request via email. The previous coordinator has received coaching from their leadership.
  
  System Shut Off: As your system is being expanded, the installed system will need to be turned off as it is inspected by your jurisdiction, and utility company. This is a process that the sales representative should have explained.
  
  Stucco Repair: We note that we have sent our NV Field Supervisor out to your home and started the repairs per your request. We are aware that it is not complete but there is a tentative return date to complete the stucco repairs, as well as additional electrical work discussed directly with the Field Supervisor.
  
  Again, we appreciate the time you took to share your experience with us. We hope that the information shared can shed some light on the situation and the process that we follow.
  
  Please let us know if anything else is needed. 

• Initial Complaint

  04/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On January 26, 2024 I signed a contract with Elevation Solar to expand the size of my solar system on my house at 3120 Reverence Heights Ln and additionally to install an exterior 220 outlet for my EV Car, the contract was signed with **** who has been excellent. The issues come with ******************* the Project Manager who has been horrible, there has been a delayed on the approval of the interconnection because he never sent the correct documents for us to signed when ****** Energy requested the documents to be signed by my wife (On March 12 was the first notification from ****** Energy, but he never sent the dicuments to be signed by my wife, so ****** Energy sent another notification on March 26, both notifications were provided to Jkse *****) I spent all this money on the solar panels on January 26 and today is April 7th 2024 and still I cant use the Solar Pabels. Even my original system I cant see hiw its working because they disconnected the app that reviews hiw the system is working. Additionally elevatiin workers when installing the additional system, they created some big holes on the exterior stucco of my house, they did a horrible repair whi h I have on pictures and provide them to BBB.

  

  Business response

  04/11/2024

  This case was submitted as a duplicate to complaint 21543523. We suggest this be closed out to keep any and all future communication through one thread.
  
  Response below is the response shared in complaint 21543523:
  
  **** you for taking the time to share your experience with us regarding the expansion of your system with us. We are disappointed that you have had issues arising in the project thus far and apologize for the inconvenience. We'd like to address the concerns you raised and the steps to follow from this.
  
  Project Coordinator (Manager): Our ********************* has removed the previous Project Coordinator (Project Manager) from your account and has appointed a different coordinator to assist. We would like to clarify though that the previous coordinator nor the one currently assigned to you can send the documentation to utility companies for the Interconnection. During this process signatures that are required will go to any email address on file with the respective utility company and the Project Coordinators cannot edit this unless it is done through a formal request to utility companies through a formal request via email. The previous coordinator has received coaching from their leadership.
  
  System Shut Off: As your system is being expanded, the installed system will need to be turned off as it is inspected by your jurisdiction, and utility company. This is a process that the sales representative should have explained.
  
  Stucco Repair: We note that we have sent our NV Field Supervisor out to your home and started the repairs per your request. We are aware that it is not complete but there is a tentative return date to complete the stucco repairs, as well as additional electrical work discussed directly with the Field Supervisor.
  
  Again, we appreciate the time you took to share your experience with us. We hope that the information shared can shed some light on the situation and the process that we follow.
  
  Please let us know if anything else is needed

• Initial Complaint

  04/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was already being charge for solar and they had a part that was defective thru the manufacturer, I was told Id be getting a compensation check for the 4 months it was down while they waited for the replacement part and I was still paying solar without it being in functional. A ***************************************** supervisor said she annotated my account about the check, Everytime I send a message I Never get a response but they will message me back with other questions.

  

  Business response

  04/10/2024

  Hello ********************,
  
  We appreciate you taking the time to notify us of this delay in the check getting to you. *********************** did annotate the account. We have been notified by our ************************** that the check was cut on 4/9/2024 and you should receive it soon. 
  We apologize for the inconvenience that this may cause. Higher leadership has been notified of this situation to ensure a speedier process.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩