Complaints

This profile includes complaints for Elevation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Elevation

  2425 S Stearman Dr Unit 220 Chandler, AZ 85286-5039

  
• 

  Elevation

  4350 Arville St #700 Las Vegas, NV 89103

• 

  Elevation

  4350 Arville St #700 Las Vegas, NV 89103

• 

  Elevation Solar

  423 Keller Pkwy Ste B Keller, TX 76248

  
• 

  Elevation

  2168 E Williams Field Rd Ste 210 Gilbert, AZ 85295-0743

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I installed solar using Elevation Solar. In July of last year, my solar system, which is still under warranty had a faulty gateway which Enphase (manufacturer of solar) confirmed and shipped me a replacement part for Elevation to install.I filed a case (#********) and it has been almost 6 months without resolution or a path to resolution. It is certainly not for a lack of trying on my part. I have been following up weekly for the past 6 months and I keep getting the same excuse. That they are working on finding a sub to do the work. I highly doubt that is actually the case. I suspect they are giving me the run around in the hopes I go away. I called again today and just found out that in 6 months they only contacted 1 sub and claim that they fell thru and are "working on" finding a new one. My messages are not being answered or are there any follow up. I believe I have been more than patient and reasonable in waiting 6 months without a properly functioning solar system especially one that is under warranty.

  

  Business Response

  Date: 03/24/2025

  Hello Mr. ************** sincerely apologize for the prolonged delay in resolving the issue with your solar system's faulty gateway. We understand your frustration, especially given the length of time and your consistent follow-up.

  We want to assure you that we have been actively working to find a qualified subcontractor to complete the installation. However, this process involves a thorough vetting and onboarding procedure to ensure they meet our standards as an authorized partner. Unfortunately, the subcontractor we initially anticipated using ceased communication and did not complete the onboarding process, which significantly delayed the resolution.

  We acknowledge that this has taken far too long, and we are committed to rectifying the situation. Our Service team contacted you last week to offer an alternative solution: we are now open to working with a subcontractor of your choice to expedite the repair. We want to resolve this for you as quickly as possible and are prepared to support you in finding a suitable technician.

  We understand your patience has been tested, and we are genuinely sorry for the inconvenience. We value your business and are dedicated to providing a resolution. Please don't hesitate to reach out to us so we can discuss the next steps and move forward with a solution that works for you given that we can now work with subcontractors of your choice.
  
  Have an Elevated day!

• Initial Complaint

  Date:03/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Elevation completed the installation of our solar system in Jan24. It comprises 27 panels, on the roof of our garage, configured in 4 rows. 3 rows of 7 panels, and a front row of 6 ********* Oct24 I noticed that the 3rd row of panels from the front were each producing, 10-15% less power than all others. By late Nov there was a 40% reduction in power from each panel in the 3rd row. I called Elevation on the 5th Dec and after some conversing, they agreed that the one row was producing less power. Before they would agree to a service visit they insisted I pay them $284 up front. I objected, but they insisted and said if they determined it was a system or installation fault I would be refunded. None of this was mentioned in the 30 year warranty. On Dec 10th I reluctantly paid them the $284.On Dec 20th a technician from Elevation came and inspected the panels. He diagnosed that the panels were mounted too close together and the 3rd row was being shadowed by the 2nd row. Hence the problem worsening as we moved into the winter and the sun was lowering in the sky.The technician suggested they re-install the panels on another part of our roof. I declined. The compromise was that he adjusted the separation of the rows of panels by sliding them on their mounting rails to open up space for the third row. The fourth row was moved back to facilitate this. Once adjusted the power output of each panel was more consistent. I monitored this on December 21st and again over a few days. Each panel output was now within a 5% band of each other; hence I accepted the problem as being solved.Even though this was clearly an installation issue, Elevation never reached out to me with a refund.I reached out to them for a refund, had numerous discussions, was told on 17th Jan'25 the refund was approved (?) and would be received by me in 4 weeks (15th Feb). Despite further calls by me, it is now the 15th Mar25 and I still have not received the $284 due.

  

  Business Response

  Date: 03/19/2025

  Hello Mr. ************************** you for sharing your experience with us. We apologize that your experience with us hasn't been up our standards; we relayed your expressed complaint with our ****************** leadership for further review of how the issue was managed.
  
  We have requested our ****************************** to refund your payment directly into the card used, you should've received an email advising you of the return and the expectations of it. 
  
  Please let us know if you have not received this, or if there is anything else we can assist with in the meantime.
  
  Best regards
  
  

  Customer Answer

  Date: 03/20/2025

  
  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,
  
  ****** ******
  
  PS.  Despite being told you would give me 12 months of free Curb, a product you claimed was free for life monitoring of my system when I signed the original contract, I am still being charged $4.99/month.  Please rectify.  I also note, others who have complained to BBB on this issue have had their free ************ re-instated for life.  This would be a better solution, and indicative that you really are trying to be the class of Company that you claim to be.
  

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November, I was contacted by Elevation stating that the service I had been receiving free was going to start costing me due to the provider I purchased my panels through going out of business. I was given 2 options to continue use. The first option kept my Curb system going with no other benefit. The second option was to upgrade my Curb system, have someone inspect my solar panels, and investigate my air conditioning unit. After contacting Elevation with questions (which were hard enough to get answered and should have been my first warning), I decided to go with the second option being advised that I'd be contacted regarding the Curb upgrade and inspections shortly after the plan went into effect in December. Since January, I have been attempting to contact Elevation to inquire on the status of my upgrade and inspections. Each time I call, I have to wait on hold at least 10 minutes, then after requesting information, I'm put on hold another 5-10 minutes "to investigate" before coming back and telling me someone will call me the next day, which of course, never happens. When I called back again today, I immediately requested a supervisor, after another 7-10 minute hold, the same person came back to the phone and, without giving any information, started telling me that he investigated my issue and promised yet another call back tomorrow.

  

  Business Response

  Date: 04/10/2025

  Dear Mr. ********************** you for reaching out to us and bringing your concerns to our attention. We sincerely apologize for the frustrating experience you have had with your CURB system and the delay in getting it fully operational. We understand the inconvenience this has caused, and we want to assure you that we are actively working to resolve this for you.
  
  We have reviewed your case and, as a gesture of our apology for the difficulties you've encountered, we will be issuing a reimbursement equivalent to five months of your subscription. This amounts to $24.99 x 5 = $1*****.
  
  We also want to acknowledge the delay you've experienced. While we are committed to providing timely service to all our customers, we are currently operating with limited personnel in your state of *****. Please know that this does not diminish our commitment to ensuring your CURB system is functioning correctly, and we are doing everything we can to expedite the process.
  
  You will receive the reimbursement of ***** via a check sent through the **************************** (****).
  
  We appreciate your patience and understanding as we work towards a resolution. We will continue to keep you updated on the progress of getting your CURB system fully operational.
  
  If you have any further questions in the meantime, please do not hesitate to contact us directly at ************** or by email at **************************************************************************. 
  
  Have an Elevated day!

  Customer Answer

  Date: 04/15/2025

  
  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

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We installed Elevation Solar about 5 years ago and have regretted since. In October 2024 I realized our power bills were higher than usual and called Elevation to check on our system. They came out and realized that a part was defective and we began the process of ordering the part. Of course we had to pay up front for the part and did so immediately. Over the last four months we have called, emailed, written letters to owners and still have no resolution. The wrong part has been ordered several times, we have been given the run around again and again. My system still doesn't work I continue to pay way too much for my power. We have spent countless hours away from work to get this resolved and nothing. We just want the system that we paid over $25,000 to work.

  

  Business Response

  Date: 02/18/2025

  We're so sorry to hear about the ongoing issues with your solar system and the frustration you've experienced over the past four months. We understand how disappointing this must be, especially after investing so much in your system. We've identified that the incorrect replacement part was unfortunately sent to us by the manufacturer. Our service department leadership is now in direct contact with them to expedite the correct part and resolve this for you as quickly as possible. We sincerely apologize for this continued delay and appreciate your patience as we work to get your system back online.

• Initial Complaint

  Date:02/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business committed to a rebate on going with them. They have failed to give the rebate within a timely matter. I no longer was the system.

  

  Business Response

  Date: 02/10/2025

  Hi ****,

  Thank you for sharing your feedback. We understand your frustration regarding the sales incentive you haven't received. We appreciate you bringing this to our attention.

  We want to clarify that while we at Elevation work with ********, one of the sales company that generates leads and sales for us, we are a two separate entities. ******** is responsible for managing and fulfilling any sales promotions, rebates, or incentives they offer. We at Elevation do not have any involvement in the payout of these incentives.

  Based on the photo provided in your initial complaint it looks like you've signed up with them for the rebate in question - they, Envision, would be the best point of contact to address your concerns about the incentive. We recommend reaching out to ***** ****** at Envision directly at ************** or by email at ***************** They will be able to provide you with the most accurate information regarding your incentive.

  We hope this helps clarify the situation. We value your business and want to ensure you get the information you need.

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had solar panels installed in 2021 and have been having buyers remorse since signing the paper. This company is impossible to work with, and simply does not answer the phone or help in any sort of way. Our panels were not installed correctly, turned on in a timely manner (it took an extra 6 months for them to send someone out to literally turn them on), and we've just been informed last month that our panels are not even operating properly and likely have not been for the entire time. We are trying to simply schedule a technician to come out to take a look and tell us what to do and we literally can't. We've left over a dozen messages, and have tried every phone number online for this company and no one answers. I even tracked down the CEOs phone number and called him 3 times and no response. This is a company built on fake reviews and the BBB should not be endorsing them. The BBB needs to do their due diligence and try to schedule a service appointment with this company and you can see what I am talking about. It's absolutely appalling the way they act and operate as a business and the rare time you do get an employee on the phone they are completely exacerbated by the influx of issues that customers are having and they are trained to not help at all and just transfer or disconnect the calls.

  

  Business Response

  Date: 01/17/2025

  Thank you for reaching out to us and sharing your experience and concerns with us. We sincerely apologize for the frustration you've experienced with our company. We understand your dissatisfaction and want to assure you that we are committed to resolving these issues as swift as possible.
  
  We are aware that you have been in contact with our ****************** regarding the concerns with your solar panel systema and theyve scheduled a service visit for your site for later this month. We understand that there may have been some confusion regarding the best way to reach us. We want to clarify that our primary contact line for service requests is ************** option 2. You can also visit ****************************************** for any other services. We apologize if you were unable to reach us through other phone numbers you may have tried.
  
  We understand your concern about the reviews you may have encountered online. We want to assure you that all reviews on our platforms are genuine and reflect the experiences of our customers. We value customer feedback and strive to maintain a high level of customer satisfaction while also welcoming those that offer constructive feedback on areas that we can grow and improve upon.
  
  We understand your frustration and apologize for any inconvenience caused. We are committed to resolving your concerns and ensuring that you are satisfied with your solar panel system.
  
  Again, thank you for your time to share your experience with us. Feel free to contact us at the number provided if you have any further comments, questions or concerns.

• Initial Complaint

  Date:12/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Elevation Solar installed my solar system in February 2023. Beginning in July 2024 I received email notices that my ENPHASE unit was not transmitting data related to energy production. In subsequent emails the ENPHASE emails stated how to bring the system online. After several attempts the results indicated the system was faulty. I notified Elevation to help resolve the issue. Several phone calls to Elevation's tech support and attempting to talk me through the troubleshooting sequence, they too could not bring the system online.After several months of no success, Elevation indicated I had to pay $206 to have a ********** come out and replace the ENPHASE unit. I reluctantly agreed. The first ********** (*****) after replacing the ENPHASE unit indicated he could not get connection to my internet. I stated the internet and wifi router had not changed nor the password since the solar system was installed in Feb 2023. I passed this on to Elevation, the Tech Support personnel (******) indicated they would send out another ********** to get the system operational. On Dec 6, the same ********** (*****) came out to attempt another connection to the internet. After several attempts to load the software, he indicated the system would not load and turned off all power to the ENPHASE unit. He also was adamant I do not touch anything in the system no matter what ENPHASE emails indicated to do. He also stated he need to get with a supervisor who had more knowledge on the system to get the connection.After two weeks of not hearing from Elevation and several attempts to contact their Tech Support, I indicated via text message, that if by Dec 24 no word was received, I would file a ************ desired resolution is to have the system operational and refund my $206 for lack of completing the agreed work.After that I received a call from SRP indicating they were not getting

  

  Business Response

  Date: 01/17/2025

  We understand your frustration with the ongoing issues with your solar system and sincerely apologize for the inconvenience and the time it has taken to resolve this matter. We have reviewed your case history and understand the difficulties you've experienced with system connectivity.
  
  To address this, we will be issuing a full refund for the $206 service fee associated with the initial visit. We will also be escalating this issue to our Service Leadership team for immediate attention. They will conduct a review and work with our field technicians to reach a resolution as swift as possible.
  
  We value your business and appreciate your patience. We are committed to resolving this issue promptly and restoring the full functionality of your solar system.

  Customer Answer

  Date: 01/17/2025

  While the explanation concerning the delay in servicing the issue with my solar system is rather canned.  Seeking the refund of the service call is acceptable, however, since the original complaint was submitted, I received my energy bill from SRP.  To my surprise my system did not produce any electricity as noted with zero readings on my energy bill.  I was charged the full amount by SRP for my energy consumption.

  This issue is a direct result of Elevation's technician (*****) turning off all power circuit breakers to the system and telling me in no uncertain terms to NOT TOUCH THE SYSTEM.  By the technician disabling the circuit breakers resulted in a higher energy bill from SRP.  

  To resolve this, I expect at least $100 refunded from Elevation (in addition to the $206) for power usage my system would have provided that was charged by SRP.  And ensure all Elevation technicians understand customer service does not include scolding a customer for doing what personnel on the phone from Elevation instructed the customer to in attempts to bring their system back on line.

  With those stipulations, I will accept Elevation's response.

   

  ** *.

  

  Business Response

  Date: 01/20/2025

  Thank you for reaching out to us and sharing your concerns. We understand your frustration with the recent service call and the subsequent impact on your energy bill.
  
  Regarding your comment about the initial service response, we appreciate your feedback. Our service agents are trained to provide consistent and accurate information. To ensure the most accurate and up-to-date information regarding your specific system and the repair process, we recommend discussing any technical details directly with them.
  
  We understand that it was necessary for our technician to turn off the system's circuit breakers during the repair process. However, we apologize if his communication regarding this matter came across as improper. We will be reviewing this interaction with our field team leadership and customer service team to ensure that all interactions with our customers are conducted with the utmost professionalism and respect.
  
  We understand the impact this unexpected outage has had on your energy bill. While our contract states that we are not responsible for lost production or savings due to manufacturer equipment warranty failures, we want to demonstrate our commitment to your satisfaction. Therefore, we are willing to increase the refund amount from $206 to $250.
  
  We value your business and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to contact us

  Customer Answer

  Date: 01/23/2025

  
  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

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a Curb energy monitoring device as part of my ********************** panel installation package. I was recently sent this email about that device:***Dear Curb customer we are writing to inform you that Curb, now owned by Elevation Solar, will be shifting to a paid subscription.This subscription is called Pro-Active Monitoring and will enable you to continue your ************* This service includes a weekly review of your solar system to ensure proper function, alerts and outreach if we notice any issues, priority scheduling for repairs, and continued use of your Curb monitoring system. The monthly cost for this service is $4.99 and you can cancel it at anytime.Alternatively, you can choose to upgrade your Curb system (new Curb meter) and receive a Free Solar Check-up and Pro-Active Solar Monitoring for just $24.99/month plus a $199 installation fee.This Curb Upgrade includes:1. New cellular-based hardware (Curb M10) + Installation 2. Solar system check-up ($150 value)3. A/C check-up ($150 value)4. Pro-Active Solar Monitoring for your solar system 5. Pro-Active A/C Health monitoring (Curb will alert you before your A/C breaks).These monthly subscription options are designed to help Curb maintain the existing hardware and software solution and continue to invest in innovative products and services. Later this year Curb will be discontinuing the Free Tier of Curb software system. If you do not choose one of these options your Curb system will no longer function after 12/20/2024.*** In other words, I need to either pay them money monthly or pay them even more money monthly in order for them to not disable the Curb energy monitoring device they sold me as part of the solar installation package. This feels like a shake-down.

  

  Business Response

  Date: 12/16/2024

  Thank you for reaching out to us regarding the recent changes to the Curb energy monitoring service. We understand your frustration and concern about the new subscription model.
  
  We want to assure you that we value your business and are committed to providing excellent customer service. As discussed with our customer service representative on December 11, 2024, we will be waiving the monthly subscription fee for your Curb energy monitoring service indefinitely. Please follow 3 - 4 business days for the subscription to be updated.
  
  We appreciate your feedback and will share it with our leadership team. Please dont hesitate to contact us if you have any further questions or concerns.
  
  Thank you for your understanding.

  Customer Answer

  Date: 12/18/2024

  
  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

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.