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 Solar

  17806 W Interstate 10 Ste 300 San Antonio, TX 78257

  
• 

  Elevation

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

  
• 

  Elevation Solar

  423 Keller Pkwy Ste B Keller, TX 76248

  

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:08/05/2025

  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 purchased a solar system ($60,000) dollars around 2020. This system is covered under warranty for 25 years. Originally it came with a monitoring system called CURB. After a few years CURB became a paid subscription that was mandatory to opt into or not be able to monitor your solar power. I paid for the subscription but once I did, the CURB system stopped working. I left multiple emails of multiple months and they never responded. I finally contacted Elevation and after a quick trouble shooting phone call, they advised me that system needed a tech to come out to troubleshoot. However they do not have any techs in **, and told me I have to find a tech that works on their system and have them look at it, as well as pay them to do it. I was advised by Elevation that I needed to contact the company directly. So I searched for **** customer support and it took me back to **********************. So no warranty, no support, figure it out by yourself is the only assistance they are willing to provide. The company should at a min. be able to provide a contact that is authorized to work on their system, even if I have to call them to schedule.

  

  Business Response

  Date: 08/12/2025

  Thank you for reaching out to us. We sincerely apologize for the experience you had.

  
  Our CURB department leadership was made aware of your concerns and has already attempted to contact you directly to discuss them, but reached your voicemail.

  
  Please call back the number that left you the voicemail at your earliest convenience to connect directly with them.

• Initial Complaint

  Date:07/31/2025

  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.

  Solar and battery backup system was installed and operating without any issues for roughly two years. Part of the purchase was for a warranty coverage, 10 years for installation, 30 years for parts. In March 2025, entire system went down overnight, including connection to the power grid. Through the equipment manufacturer's website, I was able to power down and then power the system back up, but the batteries and most of the solar micro-inverters were showing errors. It was the weekend, so Elevation was not available to answer phone calls, so I called Enphase (the equipment manufacturer) to have them troubleshoot to see if they could repair. They would have to have the Elevation come out to troubleshoot the panels, but hey sent a tech out quickly to assess the batteries, and determined that the fuses in all the batteries had blown, which was caused by a faulty install of the phasing (I don't know what that means, but the tech said it was installed backwards, which caused the system failure). I was charged $437 for Elevation to come out, and and was then told it would be another $1200 on top of that, none of which would be covered by warranty. I was already provided the microinverters from the manufacturer, since they acknowledged it was an installation error. I provided the proof from the manufacturer tech that it was an installation error, and then suddenly "we don't have a presence in ***** anymore, you will have to deal with a 3rd party company we use in *****". It has now been over 3 months with a faulty system in my house/on my roof, I am still being told they refuse to file it with the warranty company, and are refusing to allow the repairs to happen, even with the warranty company on copy in the email communications with the 3rd party company who is actually wanting to do the repair, but is being held back due to Elevation not allowing them to complete the work.

  

  Business Response

  Date: 08/06/2025

  Hello *** and Mrs. ******************** you for reaching out and sharing your concerns. We apologize for the frustration and inconvenience you've both experienced with your solar and battery system.

  We understand how important it is to have your system working correctly. We've spoken with Enphase and have more clarity on the situation. Our records, and a follow-up with Enphase, confirm that a case has been created for the battery issues, Case Number: ********. This part of the repair is being handled directly by the manufacturer, *******. Additionally, ******* has processed 11 microinverters for warranty replacement. Since they are covering the replacement costs, it indicates the issue was not due to an installation error on our part.

  Regarding the repair work, we have confirmed with our subcontractor that they are ready to proceed with the microinverter replacements. They are waiting for your approval to begin the work, which requires a separate payment. The subcontractor has also noted that you requested the battery issue be resolved first.

  We are not preventing any work from being done, but since we no longer have a presence in *****, we are a third party in this process. If you believe the costs should be covered by a warranty, you would need to coordinate with the solar insurance company directly.

  We want to help get this resolved as quickly as possible. Please let the subcontractor know you are ready to proceed with the microinverter repairs so they can get started.
  
  Best regards.

  Customer Answer

  Date: 08/06/2025

  The battery repair occured less than a week after the issue arose, which was over 3 months ago. We have also independently contacted the solar insurance company because we do believe it needs to be handled as a warranty issue, and ******* has said plainly that it is an installation issue. The solar insure company has been trying to contact Elevation and has not been getting a response, and the company that is going to do the repair is unable to move forward until Elevation replies to them or to the solar insurance emails.

  

  Business Response

  Date: 08/14/2025

  Hello *** and Mrs. ******************** you for your prompt response. We understand this situation is frustrating and appreciate your patience.

  As we discussed, since our company no longer has a presence in your state, we've directed all our customers to our trusted subcontractor for service. We've spoken with them again for clarification and they've confirmed they are ready to proceed with scheduling your repair as soon as they receive payment.

  They've let us know that you, the homeowner, are currently coordinating with the solar insurance company for that payment. Elevation will not be covering this specific expense. We've communicated our reasoning directly with the solar insurance company, with our last conversation taking place on August 5, 2025, so they are aware of the situation.

  Our involvement at this stage would be limited to acting as a middleman. To help move things forward, we suggest coordinating directly with the subcontractor and the solar insurance company.

  If you believe this work should be covered under warranty, we recommend you continue to work directly with your solar insurance company to resolve the matter.

  We apologize for any inconvenience and are here to assist with any further questions.

• Initial Complaint

  Date:06/25/2025

  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 had solar panels installed by Elevation Solar on a roof that was already in poor condition. Despite the roofs condition, the company proceeded with the installation without any warning or recommendations.A year ago, I started noticing water damage and moisture in two rooms located directly under the panels. I contacted Elevation, and a technician told me the issue was likely caused by the air conditioning. However, the issue has now appeared in a completely different room, far from any air units.I requested a second inspection, and they returned but said they were unsure whether the damage was due to the solar panels or the condition of the roof. Despite this, they refused to take responsibility or repair the ceiling damage.I am seeking for Elevation Solar to either accept responsibility for the damages caused by the installation or cover the cost of necessary repairs.

  

  Business Response

  Date: 06/30/2025

  We sincerely apologize for the water damage and frustration you've experienced. We understand this is a significant concern, especially with the previous installation of your solar panels.

  
  We want to assure you that we are committed to finding a solution. While the exact cause of the water damage is still unclear, we're taking your concerns seriously. To gain a definitive understanding of the issue, we will be sending a qualified, independent roofing subcontractor to conduct a thorough inspection of your roof and the solar panel installation. This report will help us determine the precise cause of the damage and allow us to make an informed decision regarding the necessary next steps and any potential repairs.

  
  We appreciate your patience as we work to resolve this. We will be in touch shortly to schedule the subcontractor's visit.

• Initial Complaint

  Date:04/28/2025

  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.

  In October 2024 my solar system stopped producing power. I contacted Elevation Solar to have the system troubleshot and repaired. First response was to have inverter replaced. Replacement of inverter, in December of 2024, did not correct the failure to produce power. Additional troubleshooting was needed. After weeks of waiting, I agreed to pay the subcontractor for the additional troubleshooting, with faithless assurances in writing that they would reimburse me. Subcontractor discovered that roof penetrations, where solar panels are attached to roof, were leaking into attic area and that water intrusion was discovered within the electrical conduit for the wiring of the solar array. Cost to repair system was quoted at $5800 dollars U.S. Since the cost estimate was sent to Elevation Solar, I have received nothing but excuses from them. The reasons given range from "we need to onboard the subcontractor" which seemingly cannot be true since it's the subcontractor who performed the original install and the subsequent troubleshooting. They also state that they need to speak to the accounting department to find out the status of the request. The answer given is that they could not get in touch with the accounting department and when they get an update they will contact you. This contact is never made. Now after nearly six months of my system not working and Elevation Solar not honoring its warranty, I have discovered the alleged reason why the subcontractor will not perform the work, without prepayment. It is alleged by the subcontractor that Elevation Solar has failed to remit payment to them for repair work they have completed on several different properties. I have notified them of this discovery and they allege that this was an accounting error that has been corrected. Contact with the subcontractor disputes this claim. It is apparent to me that Elevation Solar cannot or will not honor its warranty and I may need to file a small court claim.

  

  Business Response

  Date: 05/05/2025

  Please accept our sincerest apologies for the significant issues you've experienced with your solar system since October ********************************** resolving this. We understand your disappointment and the inconvenience this prolonged outage has caused.

  
  We want to assure you that we are actively working with our ****************** leadership to address your situation and find a resolution as quickly as possible. We recognize that our lack of presence in your area has presented challenges, but we are continuously exploring all available avenues to ensure your system is repaired and your concerns are addressed. We are committed to making this right for you.
  
  We note that you have been in contact with our leadership, but feel free to reach out to us if you have any comments, questions, or concerns.
  
  Have an Elevated day!

  Customer Answer

  Date: 05/06/2025

  The message received from Elevation Solar insinuates that they are having difficulties in finding a subcontractor to provide the warranty service required to return my solar system to an operational state. This is a false claim as it is not the unavailability to find a subcontractor in my area that is at issue.  The subcontractor, who inspected the system in February 2025 and provided to Elevation Solar a repair solution, is ready and willing to perform the work.  The truth is that Elevation Solar has not paid the subcontractor for work they (subcontractor) completed for Elevation Solar on other properties here in ********  I have made repeated calls to Elevation Solar and they give the same excuse every time I call.  They have asked me to pay for the repair work, valued at $6000, and have given assurances they would reimburse me.  I cannot rely on this promise, as I paid for the troubleshooting and was told the same, in so far as the reimbursement, which I have not received.

  I have little to no confidence in Elevation Solar's ability to honor its warranty.  

  

  Business Response

  Date: 06/25/2025

  Dear Mr. ********************* do apologize for the frustrating delays in resolving your solar system issue and for the impact this has had on your confidence in Elevation Solar.

  
  While part of the delay in the resolution of your concern is subcontractor availability, we also have not been able to come to an agreement with the subcontractor that you contacted. We did have differences with the previous subcontractor regarding past payments, which unfortunately affected their ability to service your warranty.
  
  However, we're pleased to confirm we've secured a new subcontractor who is scheduled to visit your home on July 11th. We understand you've already confirmed this appointment with them. This visit is intended to be a complete resolution to get your system fully operational.
  
  We also acknowledge your unaddressed reimbursement for troubleshooting. We are actively looking into this and will have our ****************** manager connect with you to further discuss.
  
  We're committed to making this right and will follow up with both the new subcontractor and you after the visit to ensure everything is resolved to your satisfaction.
  
  Please let us know if you have any additional comments, questions, or concerns, while we await the 7/11 visit. 
  
  Thank you for your time!

• Initial Complaint

  Date:04/13/2025

  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.

  I contacted elevation solar about installing solar panels in the year 2017, Salesman came out promising no electricity bill only connection fee, At that time NV energy stopped all solar projects, So we decided to move on to other projects for our home, I had installed a swimming pool and converted kitchen to electricity from gas. Nv energy decided to allow solar back in nv in 2018. I was contacted by elevation salemans stated we are good to go. I advised him of modifications to our property and I said shouldnt electricity be re evaluated because of adding pool and kitchen, Salesman said that it wasnt necessary and if needed more panels could be added, Since 2018 Ive have experienced high electric bills, I had a elevation solar come out and I was advised I need to pay another 25k for additional solar panels. Elevation solar installed the wrong size system on my house and refuses to correct the problem. Its not fair to the consumer, I truely need help

  

  Business Response

  Date: 04/16/2025

  Dear Mr. ********************* you for reaching out and sharing your experience regarding the solar system installed in 2018. We understand your concerns about your current electricity bills and our assessment.
  
  Our records confirm that the solar system was installed according to the specifications outlined and agreed upon in the Installation Agreement you signed on January 4, 2018. This agreement serves as the basis for the system we installed. As the final and legally binding document, any prior discussions or arrangements not explicitly included in the signed agreement are not considered part of the installation terms.
  
  While we regret that the current system size does not meet your needs following your property modifications, our responsibility is to adhere to the specifications detailed in the signed Installation Agreement.
  
  We are happy to provide you with a copy of your signed agreement for your review.
  
  Thank you for your attention to this matter.
  

  Customer Answer

  Date: 04/16/2025

  Again,   Elevation Solar failed to reevaluate my energy useage after pool was installed and improvements to home was done,   These improvements were done prior to solar panels being installed,  its elevation responsibility to the consumer to provide an accurate assessment of energy consumption.   Elevation Solar failed and needs to correct there mistake.   

  

  Business Response

  Date: 04/16/2025

  Mr. ******** thank you for your prompt response.
  
  As previously communicated, we understand and acknowledge the concerns you have raised. However, we must reiterate that our installation was completed in accordance with the terms outlined in the signed contract.
  
  Please note that our team was not involved in the initial sales discussions or pre-installation negotiations. Consequently, we are unable to comment on any representations made during that time. While we do not dispute your statements, our scope of work was strictly defined by the final installation agreement, which we have fulfilled in its entirety.
  
  We have proposed a potential solution to achieve your desired energy offset. Please understand that this would involve additional costs.
  
  We sincerely apologize for any inconvenience or frustration this situation may cause.
  
  Thank you for your understanding.

  Customer Answer

  Date: 04/17/2025

  I dont understand?   Then who sold us the solar system if u guys were not the ones who were involved,   This is the first time of hearing about this.  Please help me understand,   Though the many phone conversations I have had with elevation no one ever said any different.  In fact *** guzzeiti was the one whe advised me that I didnt have correct amount of solar panels.   Help me understand if it wasnt elevation then who was it?   Thanks.

  very confused

• 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:03/18/2025

  Type:Customer Service 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 am filing this complaint against Elevation Solar due to their failure to honor their 10-year roof penetration and workmanship warranty. I discovered significant roof damage and water intrusion, which may have been caused by the solar panel installation performed by Elevation. Because of their warranty terms, Elevation is responsible for assessing and repairing any damage related to their installation. However, I have been in contact with their team for over a month, and despite repeated requests, they have failed to provide service or even schedule an inspection. Their inaction is preventing me from repairing my roof and selling my home, causing me financial harm each month. This is unacceptable, and I am requesting immediate action to inspect and repair the damage per the terms of their warranty.

  

  Business Response

  Date: 03/24/2025

  Hi *** and **** ****, 
  

  Thank you for bringing your concerns regarding your roof damage and warranty to our attention. We sincerely apologize for the delay in addressing this matter and for any frustration and inconvenience this has caused you. We understand how important it is to have these issues resolved promptly, especially given the impact on your ability to sell your home.

  Please be assured that we are taking your complaint very seriously. We have scheduled a site visit for tomorrow, March 25th, to thoroughly assess the situation and determine the necessary repairs, in accordance with the terms of your warranty.

  We value your business and are committed to ensuring your satisfaction. Thank you for your patience as we work to resolve this for you.

  Please do not hesitate to contact us if you have any further comments, questions, or concerns. Have an Elevated day!

  Customer Answer

  Date: 03/24/2025

  
  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,
  
  **** ****
  
   
  

  Customer Answer

  Date: 04/29/2025

  I am filing a follow-up complaint against Elevation Solar due to continued delays and a failure to take timely responsibility for urgent repairs stemming from their solar installation. I first contacted Elevation on February 24, 2025, after discovering roof and ceiling damage caused by their solar panel system at my home in ******, **. It took over a month for them to send someone to assess the issue, which finally occurred on March 25. During that visit, their technician confirmed that the solar panels were the cause of the water intrusion and stated that Elevation would cover the cost of repairs. However, as of April 8, I have still not received any next steps or a repair timeline. Each time I follow up, Im told they are working on it, but I have not received any meaningful updates or commitments. Their standard customer service channels have not produced results, despite repeated outreach. In the meantime, I am losing money every month because I cannot sell my home in its current condition. Elevation has also declined to allow me to hire my own contractor and be reimbursed, citing that it would be "too expensive," despite acknowledging responsibility for the damage. This is ridiculous, as theyre creating financial hardship for me that is greater than the cost of the repairs they refuse to pay. I am requesting that Elevation act with urgencyeither by scheduling the repairs immediately or working with me to find an alternate solution. At this point, the delays are creating undue financial and logistical hardship, and I would appreciate a clear and prompt resolution.
  

  
  

  

  Business Response

  Date: 04/29/2025

  Hello *** and Mrs. ********************* appreciate the follow up. We understand from notes in your account that our Service leadership has been in contact with you regarding next week's visit and the follow up steps after that. We note they communicated with you as recently as today 4/29. Please let us know if you have any additional questions in the meantime. 
  
  Best regards.

• 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.