ComplaintsforElevation

• 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.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cannot get Elevation Solar to finish the solar project on my roof. They will not return my calls. My husband was dealing with the company but he passed away in October 2022. I have called the company multiple times On one occasion someone did come out and got on the roof but now my calls are not being returned.

  

  Business response

  03/28/2024

  Hello *************************,
  
  We appreciate you taking our call this morning as well as sharing your experience with us. We investigated your account to make sure you were communicated with and note that you, our phone agents, and the project coordinator of your account have had constant communication since December since we were able to reestablish communication with you. 
  We apologize for the length of the process. As mentioned in our call, since it had been several months before we could contact you, the permit and approvals that we had while your husband was managing the system have expired a new permit and new approvals are now needed because of this; we'd also like to clarify that your solar module installation has been complete since 7/11/2021. The current ongoing project we have is battery installation.
  
  Again, we appreciate you taking our call earlier today to discuss; we will send you an email with the next steps to follow to reach the completed stage.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were never advised by our solar company that we had been off-line. I found out by calling the company in asking about my service and inquiring I found out my service had been off for a year. This was in May 2023 when they told me that the service were off-line, I asked them to have someone come out to check to see what was going on and they had me go out to our box try to reset nothing would come on the lights were not blinking and they said they needed to send someone out to our home . I would call and call and they would always give me the runaround and tell me someone would get back to me no one would ever call. I spoke to multiple representatives for months they did not come until November 2023 and found that the inverter was bad and they had a representative replace it. When I asked about the billing because it took so long to come out, I let them know and I sent them my bill from Pg&e of over $5000 for the ******************* that was received in October 2023. They told me that they do not help with those bills at all because it wasnt generating which to me does not make sense because it was their equipment that went bad and in my warranty it it says that I should have a 10 year warranty for equipment. I called them multiple times to find out when anybody would come out for someone to come out and they kept saying that ********** was backed up because theyre in ******* and they only had two reps for the whole state and they could never tell me when someone would come. Finally it was repaired. I called and asked about trying to get some funds. They told us that they would only give us $600 after going to a supervisor and complaining. That was three months ago and no check has ever been sent. They keep telling us that theyre going to send something but nothing ever comes. They told us last week that it would go out in 1-2 days and we called today and nothing has been sent and they keep saying that theyre going to talk to management. We are beyond frustrated.

  

  Business response

  03/05/2024

  Hello **********************,
  
  We appreciate you sharing your experience with us so we can address this with the corresponding departments. We apologize if there is any confusion regarding our warranties processes; Elevation does not monitor customers site so it is the homeowners responsability to monitor and advise Elevation if there is an issue with the system for us to do any repairs under warranty. Our warranty, was mentioned by the agent you spoke with, does cover the labor and hardware but not the cover any sort of compensation or reimbursement. We do note that the Service department's leadership did authorize a compensation sent to you given the delay caused by our limited personnel in **********.
  
  We have reached out directly to our CFO to have this check sent to you as soon as possible and we have been advised that it will be cut and sent by end of week at latest.
  
  Again, we apologize for the delays and except you to received this by next week.  

  Customer response

  03/05/2024

  This is same response we have had for months. Last week on Wednesday they said it would be out by Thursday or Friday at the latest when we called this week it was not sent and they couldnt give us a timeframe of when it was. 

  

  Business response

  03/12/2024

  We have confirmed that check has been sent to the customer and they should've received this or are soon to receive it.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Our solar panels have not been fully functioning since April, 2023. I have been trying to a diagnosis and repair for the problem. I discovered by contacting the manufacturer of our panels that the installing company, Elevation is the responsible company to send someone to our home. I have made 18 phone calls beginning Oct. 30, 2023 without being any closer to a resolution. Elevation Solar accepted responsibility but have yet to proceed with any repair. Our energy bill is going up and up and I'm losing money everyday that solar panels on our house can't provide energy to our home. Out of the 18 phone calls only 2 were returned with a return phone call on Jan 29 and Jan. 31, 2024. No progress yet and while given a promise of an update by Feb. 2, 2024 I have had no contact. I have called twice since then, with no response. There is no excuse for a responsible company to fail to provide repair service. Elevation has had 3 and a half months to resolve this situation.

  

  Business response

  02/22/2024

  Hello *****************,
  
  We appreciate you sharing this information with us. We investigated your account and spoke with our ****************** leadership to get a better understanding of the situation to hopefully get your system repaired as soon as possible.  In **************, we partner with a vetted solar company for services as we no longer operate within the state - our vetted solar company is located in the *************** area so it has been difficult for them to complete this service visit, which is at no fault to you, and we apologize for this delay. We'd like to highlight that we waited for our vetted subcontractors to have availability as the workmanship warranty from Elevation is valid through them, so we wanted to ensure any work completed was covered under said warranty.
  
  We apologize for the inconvenience, and the delay in the process. We have requested our ****************** leadership to place urgency on this matter.

  Customer response

  02/23/2024

  Elevation Solar has responded to me regarding this issue,  but it is far from being resolved.  They waited too long to respond, and only addressed me with professionalism when I filed the complaint with BBB. This tells me it was not important to them.

  There is finally an appointment on the calender for a repair. I am happy about that,  but the bitter taste is still in my mouth after 10 months of trying to resolve this. 

  When all is fixed and compensated for I will say the case is closed. 

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

*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. ↩