ComplaintsforElevation

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Elevation Solar installed solar panels on my roof, but the installation caused damage to both the roof and ceiling. They removed the solar system in February of this year, yet we are still paying the financing costs without the benefit of solar energy. This situation has caused significant hardship, financial damage for $44,267.01 and stress for my family.

  

  Business response

  11/11/2024

  Thank you for speaking with our Customer Experience representative. We note that you've scheduled a follow up call for this upcoming Thursday to hopefully come to a solution your issue as soon as possible. In the meantime, feel free to let us know if you have any questions. 

• Initial Complaint

  10/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We bought solar panel through Elevation. They promised monitoring and service support if there are issue. The panels havent produced energy in months. All they want to do is tell the customer to turn the power to the system off and then back on. Then finally I get an appointment for tech to come out but at the end of the month. So for a months I am paying higher power bills because this companys customer service. I had a tech come out months ago when it first started. **************** said I didnt need to be home. Tech came out and left because I wasnt home. This is beyond ridiculous.

  

  Business response

  10/16/2024

  Hello *********,
  
  We apologize for the inconvenience you've experienced with your system. We understand your frustration and want to assure you that we're committed to resolving this issue promptly.
  
  We'd like to clarify that while we don't offer a formal monitoring service, we do strongly recommend that customers monitor their systems regularly. This proactive approach can help identify potential issues early on and minimize downtime. If you have any questions on this, feel free to review your contract as well as the closing email sent to you at the completion of the system.
  
  To help us troubleshoot your system more efficiently, we'll attempt remote diagnostics before scheduling an in-person visit. This will allow us to quickly assess the situation and potentially resolve the problem without causing further delay If that doesn't resolve the issue, we'll schedule a technician to visit your home at the earliest opening. We do note that there is a visit scheduled for 10/24.
  
  Thank you for your patience and understanding, and please let us know if you have any further comments, questions, or concerns. 
  
  Thank you for your time.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Elevation Solar installed 33 solar panels and caused major roof damage as a result of negligence of contractor installers and poor sealing. The roof now needs almost complete replacement. Ive already replaced the roof parts that do not have solar. Elevation has its own team out and took pictures with complete ownership and explained the problems. Elevation then removed the entire solar system in prep for repair and had 2 separate roof contractors whom they chose to create estimates. The estimates, both, was $10k. Neither quote was appealing and is now awaiting leadership approval to do the work. In the mean time, Im left with a further damaged roof because the uninstall caused more broken tiles, 50+ per the roof tiles broken now, no solar working and Every day we wait, we increase risk of rain and further damage. This isnt a wait situation. You own it, fix it. I plan to use your own contractor for the repairs. Its simple, tell contractor to go! Plus you confirm that the re-install is good and warranty by the roofer of 10 years. Ive submitted pictures from thier own roofing contractors, inspectors, my own roof guy, as well as a copy of the quotes from thier own team. My roof is literally almost ALL solar. 100k in equipment not working and Im paying for electricity in 108 degree weather. Whos paying that bill too? Not you!

  

  Business response

  09/19/2024

  Hello,
  
   This is ****** with Elevation Solar. We are currently waiting on the full report from our roofing subcontractor from the the visit that occurred on 9/16. We have also reached out to our Drywall Subcontractor for a date to visit your home to inspect the attic and any other leak related damage. We will give you a call on 9/20/2024 with a update on your repairs. The repairs for the roof and drywall work are being covered by Elevation Solar. We do apologize for any delays or confusion regarding this process. Please feel free to call us at ************** with any additional questions. Thank you for being a valued customer.
  
  Respectfully,
  
  **************

  Customer response

  09/19/2024

  
  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

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction with the service I have received from ELEVATION SOLAR over the past five years since my solar installation. From the outset, my experience has been far from satisfactory. Whenever I have reached out for assistance, the customer service promised during the sales process has not been delivered, and there has been a reluctance to honor the warranty that was assured to me. Recently, two of my solar panels ceased functioning. Initially, I was pleased with the prompt response when I reported the issue, and a technician was dispatched to assess the situation. However, I was informed that the problem stemmed from inadequate workmanship during the original installation. The company failed to install necessary deterrents to prevent damage to the cables, and now I find myself being held responsible for this oversight. It is unreasonable to expect me, as a customer, to be knowledgeable about installation specifics. Had I been informed about this option during the installation process, I would have willingly considered it. As a client, I trust that ELEVATION SOLAR would ensure that all work is performed to a professional standard, thereby upholding their service and warranty commitments. Now, I am being asked to cover the costs for replacing the two panels and the damaged cables, all while I continue to pay off my solar loan. If the installers had provided me with the necessary information from the beginning, I would have been better equipped to make informed decisions.

  

  Business response

  08/28/2024

  Hello, 

  We appreciate you sharing your experience with us, although we apologize that it has not been up to your standards; we strive to provide the best customer service. We'd like to clarify that we have not been reluctant to honor your warranty, Elevation is committed to our customers and the completion of repairs under warranty if and when applicable. Unfortunately, the two panels not working on your system stem from an issue not covered under warranty, thus the cost of repair. When you initially contacted us regarding your two panels not working we reviewed the site and saw that two components were not working. We then connected with the manufacturer and requested these components under warranty to complete the repair. After this, our technician when to your home to complete the repairs and they noted that the two bad components were not the only issue - they swapped and fixed the two bad components but the other issue still existed: critter damage that have chewed the wires that lead to the solar panels. This issue is not covered under warranty. 
  We apologize if critter guard/nets were not offered to you during the point of sale but they are not required to be installed as a necessary deterrent - these are purchased as an additional service by our customers upon personal preference.
  We hope that with this detailing the reason for the cost incurred, it can help you make a decision of how you'd like to move forward. We still do advise of replacement of the 2 panels as well as the installation of critter proofing.
  
  Feel free to let us know if you have any other comments, questions, or concerns.
  
  Have an Elevated day!

  Customer response

  08/28/2024

  Dear Elevation Solar Team,
  
  I appreciate your thorough response. However, I would like to request further clarification on a significant matter.
  
  From your explanation, it appears there is a concern regarding the installation process and the necessity for critter protection, which I was not informed about during the initial installation. My main concern is whether it is standard practice for customers to oversee the work of your technicians to ensure it adheres to professional standards and that all necessary protections, such as critter guards, are implemented.
  
  It is my understanding that the service provider is responsible for executing the installation to the highest standards, including safeguarding all components from potential damage. The expectation that I, as a customer, should monitor these details or be aware of additional protective measures seems unreasonable and not reflective of typical service practices.
  
  Could you please clarify whether it is indeed the customer's responsibility to oversee and verify the quality and completeness of the installation work? If so, which part of the contract addresses this responsibility?
  
  Additionally, I would appreciate more information on how your company manages such issues to ensure that customers are not held accountable for aspects that should be handled by your team.
  
  Thank you for your attention to this matter. I look forward to your clarification. Furthermore, I would like to mention that approximately two years ago, I had a new roof installed, and I paid your company to remove and reinstall the panels afterward. It is concerning that the cables were not properly covered, and I am now being held responsible for this oversight.
  
  Best regards.

  ***** & ****
  

  

  Business response

  09/09/2024

  Dear ***** and ****,
  
  Thank you for your prompt reply and for bringing these concerns to our attention.
  
  Regarding your questions, we'd like to clarify the following:
  
  1. Critter Protection and Installation Oversight:
  
  Standard Practice: While critter guards are generally recommended, especially in areas with wildlife activity, they are required in every standard installation. We again apologize if this was not communicated to you upfront during the point of sale as this is a subject that the sales representative assisting the customer will typically cover during the sales pitch.
  Customer Responsibility: As mentioned above, the installation of critter guards is not required in every standard install, so our technicians will operate under the notion that if there isn't critter guards attached to the installation if must've not been either needed or requested by the customer. We do expect customers to notify us if there any specific concerns or requests before or during the installation process.
  
  2. Contractual Responsibilities:
  
  Specific Terms: There is no part in the contract outlining customer responsibility in oversight of installation critter guards. The specific terms regarding installation oversight and protective measures should be outlined in your original contract. We encourage you to review the contract for any relevant clauses.
  
  3. Issue Resolution:
  
  Internal Review: We conduct internal reviews of the installation process. If we determine that there was a lapse in our service, we will take appropriate corrective measures.
  Previous Technician Visit: The technician did not outline any existing conditions of the cables at the time of the visit. Given the fact that the issue was found 2 years after that visit it is possible that the issue didn't exist at that time.
  
  We appreciate your understanding and patience. Please feel free to contact us if you have any further questions or concerns.
  
  

  Customer response

  09/10/2024

  I'm really hoping Elevation will take the initiative and address these customer issues instead of just dodging them. I've already referred a few friends, and now they're customers as well. But I'm going to hold off and see if Elevation steps up because it shouldn't fall on customers to figure out the installation process, especially when it's handled by the pros they hire. Plus, customers have no idea what criteria are used to choose these installers or whats expected from them. Thanks!

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged on August 5th,for the month of July the amount of $302.57,the system didnt produce power for most of the month,I reported the problem on June when it first started happening and it took a week and a half to come fix the issue,system worked for one week and then again I reported the problem,this time it took two weeks for a technician to come fix the issue,by then my electric bill went up to $390.01 and elevation completely refuse to do anything about it

  

  Business response

  08/28/2024

  Hello, 
  
  Thank you for sharing your experience with us. If there is an issue with the system we will work resolving the issue as soon as possible however time constraints do occur. We apologize for any inconvenience this may have caused. 
  
  Have an Elevated day!

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to call this company ELEVATION SOLAR several times in ******* to inform them that my solar stop producing solar since August 7 of this year. My complain is why they never return my call or answer when I live any messages to get my system diagnose or repaired. Ever since they install this solar 5 year's ago,I'm always having same issue with my solar system and the inverter has been replace 3 times the first year was installed Year 2019. Last time my new inverter was replace on October ******* and is not even a year ago and the same issues that I am complaining now. Thank you and hope my problem be solve as soon as possible.

  

  Business response

  08/12/2024

  Hello, 
  
  Thank you for letting us know of your situation. We apologize if you have not been able to get ahold us; we have notified the corresponding leadership to have addressed. We have reviewed your account and note that your system does show active on the monitoring, however, it is not reporting production to the site. A Service and Warranty agent will follow up with you to discuss options and/or next steps to follow, but feel free to give a call at ************** option 2 if you'd like to speak with someone. Thank you for you time!

• 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

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January of 2024, I noticed a leak in the ceiling at my home. I called a roofer and they came out the next day to check the leak and assess the overall roof. I was notified by the roofer that day that there was an abundant amount of damage created by our solar company (Elevation Solar) from when they installed our solar panels. Each ceiling leak matched with the specific holes Elevation Solar put through our roof during solar installation. I also was notified that our roof was not in the condition to have solar panels placed on it in the first place, as the roof should have been replaced prior to installing panels. I was encouraged to call Elevate to discuss their negligence, poor workmanship, and misrepresentation of it being safe to install panels on an already damaged roof. After receiving this information, I re-read my contract with Elevation to confirm I have a workmanship warranty in my contract; which I did. I called Elevation Solar to coordinate them paying for the damages on my roof. I was told that they would pay for most of the damages and this wouldnt be an issue. However, it has now been 5 months of waiting for Elevate to pay my roofer. At this point, the roofing company is ready to fix everything but Elevate is delaying their payment to our roofers. At this point we have been waiting SO long for these repairs that we are putting the structural integrity of our home, our health (due to exposure to dry rot mold, bacteria, and fungus from water damage cause by the leaks), and finances (due to overpaying on energy bills) at risk. Elevate has given me and my husband the runaround with confirming how much they will pay for the damages and when. Theyre dismissing mine and my husbands requests for coordination with our roofing company, delaying us in getting this issue resolved overall, and evading direct answers on when they will be making their payment. We've tried to resolve this issue on our own, but we continue to have delays in communication.

  

  Business response

  06/20/2024

  Hello,
  
  We appreciate you letting us know of your situation and we apologize for the repair no being completed in a timely manner; we are coordinating with a third party roofer adds on to the timeline. Our *************************** has let us know that the payment to the roofer was sent 6/18/2024, once the roofer confirms they've received it they will contact you to schedule the visit.

  Customer response

  06/20/2024

  
  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,
  
  *************************
  
   
  

  Customer response

  08/08/2024

  In January of 2024, I noticed a leak in the ceiling at my home. I was notified by our roofer that there was a large amount of roof damage created by our solar company (Elevation) from when they installed our solar panels. I also was notified that our roof was NEVER in the condition to have solar panels placed on it in the first place, as the roof should have been replaced prior to installing panels. I called Elevation to coordinate repairing the damages. I was told that they would pay for most of the damages, and this wouldnt be an issue. They notified me of the necessary steps for repair: #1. Removing our solar panels to replace the roof shingles and underlay on the outside of the roof. #2. Replacing our attic rafters due to wet rot and water damage. #3. Re-installation of our solar panels after all other repairs have been completed. Elevation removed our solar panels within a month (step #1). However, it took 6 months for Elevation to coordinate and pay for our shingles and underlay replacement (step#1). It took so long for them to get the roofers out to our home and paid that I previously opened a BBB complaint prior (complaint #********). I closed the complaint out once they paid our roofers. However, Elevations lack of communication is still an issue as I try to continue with repair steps #2 and #3. My husband emailed Elevation a month ago requesting coordination with the subcontractor that will be responsible for repairing our attic (step#2) but we have yet to receive any coordination or even a response from Elevation. *** attempted to resolve things on my own, but my concerns continue to be dismissed, ignored, and not addressed. Elevation continues to evade direct answers on timelines, expectations, and accountability. I request our case become expedited through Elevation- with the expectation for services to be done in a timely manner. I am also requesting accountability on Elevations part for the neglect and lack of communication in this manner.

  

  Business response

  08/28/2024

  Hello, 
  
  We have been actively working with the customer to get this issue resolved. We recognize that the repairs are taking longer than expected and this is due to the coordination, schedules, and planning with their contractors. We apologize for any inconvenience. Please see report from technician:
  
  "On 8/27/24 at approximately 5:20 ********* 6 departed from the shop and arrived on site at approximately 5:55 a.m.
  
  We began the entire reinstallation of the roof portion of the reinstall, reinstallation was completed at approximately 12:15. At which time we began testing the system. Approximately 20 minutes later the system tested out and the reinstallation was completed.
  
  The rail left on site from the removal was cut and left in the dirt in the backyard. As well as all the hardware the job required was left in a trash bag in the dirt. We provided new hardware and rail".

  Customer response

  08/29/2024

  Good morning,

  Thank you so much for following up on this complaint. 
  

  Elevation came out and reinstalled our solar panels on 8/27, which is great. However, I still have yet to receive communication about fixing the rest of the damages in my attic. I would like to keep this complaint open until ALL issues have been addressed by Elevation. 

• 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,
  
  *******************************
  
   
  

*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. ↩