ComplaintsforElevation

• Initial Complaint

  02/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This solar company owes me 600 dollars on a house I used to own in surprise. The company messed up ******* when they were installing solar panels. I had to get the roofed fixed for the new buyers. The cost was **** to me out of pocket. This all happened own August 2023. I have emails proving that the company stated they would pay me 600 for the repairs but now they are not answering my emails or calls and I havent seen my money yet. The address associated with the account was *********************************************************************. I would like to see if I could get the full **************************************************************************** and thats how much ******* cost me to fix. I was never notified about the messing up ******* I was willing to take the $600 and leave that I was promised, but now they have disappeared on me.

  

  Business response

  02/05/2024

  *****, We have made several attempts to reach you. Please contact us at your earliest convenience at the phone number or email address provided in text.  You will receive the reissued check in **** business after verification of your mailing address.  Our goal is to rectify the situation without further delay.  We look forward to your call. -  **************** **********************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted Elevation Solar about a problem with the pigeon guard in Nov 2023 they sent a technician to evaluate the problem and agreed to replace the pigeon guard as it was still under warranty. The pigeons had caused a mess under the panels and the roof. I sent them an estimate from a company to do the cleaning and they approved the $1,250.00. I was told that I would receive the check in 4 to 6 weeks. I had the cleaning done at the beginning of Jan ****. On Jan 24, **** I contacted Elevation to check the status of the check as I had paid the money to the cleaning company when the job was done. I was then told it would be 4 to 6 weeks for me to receive thee check. I explained I have already waited the 4 to 6 weeks and wanted to know why it would take that long to cut a check and mail it. I asked to speak to a supervisor and was told all the Managers were in a meeting and couldn't be contacted. I called back on Jan 29, **** and asked to be connected to the Accounts ************** I was told the Accounts ************ does not accept phone calls but I could Email them. I then asked for the Email address to someone in charge of the Accounts ************, The *** or CEO and was told they do not give out their personal Email addresses, I wanted their business Email address. I paid this money out of pocket trusting I would receive the check by the end of Jan ****. This refund was approved back in December and should have been processed.

  

  Business response

  02/01/2024

  ********, Thank you again for taking my call, I appreciate it!  We apologize that you didn't receive the customer service that we are proud of!  As discussed, our Accounts Payable team will get your check out and you will receive it late next week. Thank you in advance for letting me know when you receive it, I appreciate it! You have my contact information should you need anything in the future.  Thank you again for your time!

  Customer response

  02/01/2024

  
  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

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went with Elevation Solar because I was told the right things that made me feel like I was making the right decision. I do have all supporting documents by them and by two other reputable Solar companies in ******. I had two year average use with TEP of ****** KWS annually. Based on this, I bought the solar system they recommended to provide 13,253KWS annually. They suggested and was built out by their engineers based on the salesperson turned in. 18- 400-Watt panels with micro inverters on each. So, I don't go over the amount of characters, I will make this shorter. I continue to receive electric bills. System is running great. however, its too small. I need 10 more panels. I even got from the mfg, Enphase Micro inverters that I would need at a minimum of 5 more. Elevation have been notified of my concerns many times. They under planned and now want to charge outrageous rates to add more panels. this is how they make their extra money. by, engineering smaller systems than what's actually needed. Not to mention they had to replace the roof on my patio because of lack of attention to detail on the signed engineered design. We are now talking to make this system the way it should have been proposed, another ***** for another 10 panels.I want the correct amount of panels that I should have been provided and I do not want to pay any more. Elevation said ******* for 5 more panels. The 2 quotes in ****** for 10 panels that will take care of the issues were **** - ******. I will also be filling a complaint with the consumer fraud of the ** AG's office

  

  Business response

  01/25/2024

  ******, Thank you again for taking our call.  As discussed, your system is over producing the expected 130% of the usage you provided during the proposal process; concluding overconsumption is the issue at hand. We are offering to install consumption CTs to identify where your true usage is at your home.  We also recommend an Energy Audit which you stated will be your next step to knowing how much energy you are using annually. A residential electrician will identify your usage and cost saving opportunities you may have onsite. The email recapping our conversation has been sent to the email provided.  Thank you again for your time!

  Customer response

  02/01/2024

  Good morning, first of all, I dont know what the rebottle comments were from the company.
  When they called me they talked about how they did this and they did that and everything is correct. But I dont know their business. I all I know is that Ive had conversations with two other companies saying that I need 10 more additional panels to reach the goal that I only have one bill for solar and no electric. The gentleman did suggest an action plan of getting an energy audit performed. Which I am in the process of completing. I did connect with TEP for an energy audit based on my usage.  That total over 12 months with solar Im paying additionally, for 6476 kWh on top of what the company says that Im using 13, 300 kWh that the system is producing. Being a ****** , and not knowing this business it looks like Im using ****** kWh in 12 months which makes no sense at all.
  I would like additional panels placed on my roof at little to no cost to get where I was told that I would be. Because Im not there, and Im still feeling quite deceived.
  
  If the company is making statements based on what Im saying, Im not seeing them, and Id like to. Because how can I rebottle against something I dont even know what theyre talking about or saying. Thank you, ***.

  

  Business response

  02/07/2024

  Hello ****************,
  
  When our agent called you, they explained our process and we can gladly give you another call if you have additional questions. As stated in our initial response, your production is adequate and over-producing the expected 130% production as stated in your contract. (as calculated by the usage that you provided the sales agent during the proposal process of the project).
  
  We understand that other agencies and/or businesses have advised you of adding panels to the system to improve your production, which could potentially be the case, if consumption habits have changed or members added to the household.  However, you provided your Energy Consultant with your past consumption, which was used to create the system that we have installed for you.
  
  We regret to inform you that adding 'little to no cost' panels would not be an option - we are happy to connect you with a sales agent to go over your energy needs, or help you explore other energy saving options that we provide.
  
  Please let us know if you have additional questions.  

  Customer response

  02/12/2024

  your representative, who spoke with me, offered to put in consumption meter at no cost. I have reached out to this individual ******, your customer support manager twice now and Ive gotten no response. I dont agree with your response. I believe that you undersized my account and the panels and took advantage of me as an unknowing, your business consumer.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased solar panels for both my house and my rental but last year the rentals system quit working.I called Elevation to find out what was wrong. It took four months to get a technician out, troubleshoot the system, order a replacement inverter and come back to install it. I was told the technician would be there between *****, but he showed up at 7:30 so he was gone before I could get there.The new inverter cannot be monitored (a big reason I purchased these systems) because they didnt move the equipment from the old inverter to the new one. Now if I want to be able to monitor it I have to buy another circuit board and antenna at $500.

  Customer response

  12/12/2023

  Elevation Solar

  ***********************************

  *********, ****** 89117

  www.elevationsolar.com

  office phone *************

  ** **** 0080457

  Thats all the contact information I have.

  

  Business response

  12/22/2023

  Hello *****,
  
  Thank you for taking our call. We apologize that there are warranty issues with your inverter but it's great that SolarEdge will be out on 12/28 to swap it out. Our current goal is to get your monitoring operational. The original cell kits were on a 3g network. The cellular providers ended 3g, unfortunately, without a free upgrade to 4g for homeowners or suppliers such as Elevation.  It is a situation that happened across the nation, unfortunately it is something that was out of our hands. We have offered to install the new ******* kit at both of your addresses for half price.  We understand the timing for the expense is challenging but have a call back set for the middle of January to discuss it further. Again, we apologize for the inconvenience and hope to assist you in the future to get your monitoring operational.  

  Customer response

  01/02/2024

  
  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

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Technical issues with solar panel production and electrical reporting. Technician came for a diagnostic on Dec 1 have not heard back to how the problem will be resolved. I called the company Dec 11 to discover "no longer in service". How are they going to resolve customer technical issues?

  

  Business response

  12/12/2023

  Thank you for taking our call, we appreciate your time. Our service team is updating the proposal email sent to you on 12/6 and will contact you later today. Thank you!

  Customer response

  12/12/2023

  
  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

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a solar system from Elevation in the fall of 2019. In the spring of 2020 we filed a complaint with the BBB due to the company's failure to take action on a defective product in the system (complaint #********).The solar system is still under warranty at this time. On August 12th, 2023 our system went offline. We found out on August 28th by looking at our SRP web portal and noticed due to the large increase in the bill due. Elevation installed antiquated 3G in our system so it is not remotely monitored. They did this knowing 3G was going away and then pushed the burden of "updating" on us after we recently purchased the system. Scam.We called Elevation on August 28th and they did not have someone at our house until 10/4, so it took 6 weeks to assess the system. The tech then indicated he needed 2 people to do the work so to call Elevation again and schedule, which we did and they are currently scheduled for 11/3. At this point our solar panels have will been offline for 3 months. Elevations has not performed in a reasonable timeframe and has refused to reimburse us for the lost production and extra cost that has burdened our family.We are reasonable people and understand that lead times can be longer. However - our product is under warranty and that is the responsibility of the company.They should either 1) Have been on site timely (which they have not), or 2) Agreed to make us whole on the hundreds of extra dollars our electrical bill has been over the past 3 months (during the heat of summer, on our solar time of use plan). Our extra costs have been extensive.When this happened in the spring of 2020 (complaint noted above), Elevation first brushed us off, then did in fact reimburse us after BBB involvement (we have all that documentation). This time they again are brushing us off even though it's the exact same situation and are still under warranty.

  

  Business response

  10/12/2023

  ****, I reached out, I am sorry we weren't able to connect.  I left you a voice mail and sent an email with my contact information.  Please reach out at your earliest convenience so we can discuss your project.  I look forward to our discussion.  ******

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We learned Powered By Elevation did not have a final permit approved prior to completing their project. We informed Powered By Elevation and asked them to resolve this error. After a month of follow-*** (by us), they finally agreed to resolve and took (productive) action.To resolve (Powered By Elevation's mistake), our solar system was off for 2 weeks (from the end of August to the beginning of September 2023). Powered By Elevation (specifically ******) said they would reimburse us for the time our system was down in order for them to complete the job correctly. ****** said she submitted a request for reimbursement (a "production loss check") for $133.18 on 9/7. I informed ****** this does not cover the amount lost for that period. A copy of our bill was emailed to ****** for reimbursement on 9/12 and 9/29 (both bills attached). We have still not received reimbursement and ****** is no longer responding to any communications. We are looking to be reimbursed for the monies owed.

  

  Business response

  10/12/2023

  *****, I have reached out, sorry we weren't able to connect. I left a voice mail and an email, with my contact information.  Please let me know when the best time to try to reach you regarding your feedback.  Thank you in advance for your response.  ******

  Customer response

  10/13/2023

  ****** and I schedule time today to discuss.

  ****** did not call at the scheduled time we agreed to.

  I called ******, but his number listed does not accept calls.

  *****

  

  Business response

  10/19/2023

  *****, Thank you again for taking my call.  I appreciate your candid feedback and speaking with our Service Manager to resolve this matter.  I have provided my contact information below.  *********************** - **************** Manager  *******************************************

  Customer response

  01/17/2024

  This is a follow up regarding complaint #********. Again, Elevation has abandoned their agreement and their customer. In attempt to resolve their most recent complaint with the BBB, we agreed on the following, which was summarized and emailed by Elevations Service Support Manager (see below). 10/17/2023 Hello, Just a quick recap of our conversation from this Morning. Elevation will be sending you a $400 check as a sign of good faith, to cover the missed production and replacement tiles. I have also reached out to ***************** our Energy Efficiency Manager. He let me know that he will be contacting you today to talk about your EE needs. I want to thank you again for your time, if there is anything else that I can assist with, please feel free to respond directly to this email thread. Thank you, * The check never came nor did ***************** ever call. _____________________________________ Below documents our exchange. 11/15: follow up with Elevation no response 11/16: follow up with Elevation no response 11/17: Elevations response: Apologies on the late responses. I have been in and out of the office intermittently. Ill get an update on the check and Ill reach out to ****. Should have a update for you soon. 11/21: follow up with Elevation no response 11/27: Elevations response: I just spoke with accounting. I let them know that we the check was not delivered and beyond the time frame in which I told you it would be there. I expressed that this check must be mailed out immediately. I'll have a set arrival date for the check by end of day. I'll send you a follow up email when I have that date from accounting. 11/30: follow up with Elevation no response 12/1: Elevations response: I am currently still waiting on a firm update on the check from accounts payable. Apologizes on the delay. 12/13: follow up with Elevation no response 1/4: follow up with Elevation no response
  

  

  Business response

  02/12/2024

  We apologize that you did not receive the check in a timely manner.  We have confirmed that the check was processed on 1/24 and mailed. If you have not received payment, or have additional questions, comments, or concerns, please contact us. Thank you!

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Elevation Solar should feel like an embarrassment to the solar industry. I have a few issues I would like future customers to read before entertaining the thought of contacting this company to install solar panels on their home. **************** is a joke and refuses to address issues in a timely manner. In 2022 our Sunny Boy inverter stopped working and realized this issue myself as I noticed our APS bill was rising, the ** did not have a hum sound like it previously did nor were any lights illuminated on the outside. I had to contact Elevation Solar myself and they said the ** was "working" but they can fix the issue by installing a CURB monitoring device, which did nothing for the inverter. High monthly APS bills were racking up month after month but our system was "working" according to Elevation Solar. Today's date is OCTOBER 1st, 2023 and our solar panels have PRODUCED ZERO ELECTRICITY since JUNE 18th, 2023!! Between solar lease monthly payment and APS highest saving plan I have been paying almost $500 a month since then. After multiple calls, emails and headaches Elevation Solar took 6 weeks to have a technician come to our house and state, "I cannot believe no one has contacted you about this" and "your system has a thermal heat issue" meaning our system is fried and not safe. The tech also stated that our system looks like it has not been working for YEARS due it its current state. It has been almost a week now and have yet to hear back when or even if this circus will be fixed. Keep in mind I am paying our lease monthly agreement for something that doesn't even work the past 4-5 months. Per our ES Freedom Lease Assignment Agreement and Amendment Contract in Exhibit 2 Section B (ii) Monitoring Software it states that, If your System is not operating within normal ranges, the monitoring service will alert us and we will remedy any material issues promptly. Elevation Solar put themselves in anticipatory breach of contract by failure to perform under the contract they and I agreed to. I was never alerted our system had not been producing and was not working whatsoever not once but two different instances. I have sent 4 emails to the leasing department as well as spoken to a **************** Supervisor who forwarded my email to them and still have not heard back to remove our solar panels due to breach of contract and they refuse to contact me back with a resolution besides myself currently seeking legal action as the only way to contact them is through email. Elevation Solar offers a money back production guarantee which is false due to the fact you cannot pull data off of a damaged inverter and even if you could I still would not receive a check at the end of the year to cover those lost months due to the fact Elevation Solar stated Offer Pad are owners of the lease even though our signed contract clearly states it was transferred into my name. I do not recommend this company to anyone and please research other companies for solar options.

  

  Business response

  10/05/2023

  Austin,
  
  I apologize for the extended delay in replacing your inverter from the service call on 9/26/23.  It is covered by warranty,and we are waiting for the part to arrive. I contacted OfferPad, a Manager will be reaching out to you.  As defined in your lease, OfferPad is responsible for reimbursement when your system is not producing.  
  
  We are committed to getting your system operational.  When the part arrives, we will get you on the schedule to replace the part.  We are currently scheduling repairs into November.  If you have additional questions,please reach out to me at *******************************************.  Thank you in advance for your patience.  ***
  

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had a solar panel installation done by Elevation Solar, and I must say that my experience has been nothing short of disappointing. The issues I encountered were numerous, and the company's response has left much to be desired.Firstly, during the installation process, several vents on my property were damaged, and the promises made to fix them were inconsistent and unfulfilled. To date, the damaged parts have not been addressed, and I remain concerned about the condition of my roof.Furthermore, when Elevation Solar came to work on my electric panel, they arrived with the wrong breaker not once but twice. This lack of attention to detail and preparation was frustrating and indicative of a larger problem.Perhaps the most aggravating aspect has been the lack of communication. Despite my repeated attempts to reach out for updates and clarification on when Elevation Solar intends to return to address these issues, I have not received a callback or any communication regarding a rescheduled visit.The technician assigned to my project even went as far as to inform me that he was an electrician, not a roofer, which further exacerbated the situation and left me feeling unsupported.Adding to my frustration, the installation has not even been completed as promised.In light of these ongoing uncertainties, delays, and the absence of clear communication, I am now considering hiring a professional roof inspector to assess the potential damage to my property.Elevation Solar's lack of accountability, inconsistent promises, and poor communication have been deeply disappointing. As a customer, I expected a smooth and professional experience, but sadly, that has not been the case.I hope my review serves as a cautionary tale for others considering Elevation Solar for their solar panel needs. I urge you to carefully assess your options before choosing this company.

  

  Business response

  09/28/2023

  ****, I apologize for the continued delay.  I tried to reach you, and couldn't leave a message, your voice mail is full.  As explained to you, it was the correct breaker but it was shipped missing a lug nut needed for installation.  When you receive the part, ETA next week, let us know and we will get tech out to complete the derate.  Our goal is to get your project inspected; preventing further delays.  After we receive notice  from ****** that we can proceed, we will submit for SCE interconnection.  The vent will be repaired prior to you making your final payment.  If you have additional questions, please reach out to me; I sent you my contact information. Thank you, ***

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 9, 2023, Elevation had TEP derate our existing solar meter so they could add the additional solar system. they didn't show up for the installation until March 13, 2023. They didn't finish that day, but said they would return in a couple of days to finish. That was the first of many broken appointments. When they made an appointment to have their work inspected, I told them they hadn't finished the installation. There were still spare parts sitting in my garage. Elevation has received more than 6 notifications from TEP that they haven't completed the work properly. They have made many appointments and just not showed up. We received yet another email from TEP informing us that the work is still not done right. Meanwhile Elevation told the finance company they had completed the work so we have been paying for solar AND full price for electricity. Today I

  

  Business response

  09/26/2023

  Hi *******, this is ***********************, **************** Manager with **********************.  I apologize on behalf of Elevation Solar for the delays!  Our Field Manager will be to your home tomorrow to make the *** correction necessary for interconnection.  I have processed a check for $899.28 for reimbursement of your payments from ****************** I anticipate you receiving the check in 3-4 weeks.  Please reach out to **** or myself, if you have additional questions. (I left a voice mail and have sent a text with this message too).  Enjoy your evening!  ***

  Customer response

  09/28/2023

  The offer was a good one, but the follow through is inadequate. Elevation made yet another appointment with me that was not kept yesterday. I have no confidence they will follow through with the check either. If only Elevation would do what they say they will do,

  

  Business response

  09/28/2023

  *******, I believe this was submitted prior to my follow-up. I called and left a message and sent a text at 8:00am today, notifying you that the team was out yesterday around noon and placed the labels that were requested by TEP. The team took 3 photos of your equipment to submit to TEP. I anticipate resubmission for interconnection today. If you have additional questions, please reach out to me.  Thank you!  ***

*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. ↩