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: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:01/27/2025

  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.

  Elevation installed new insulation back in fall of 2023 thru a SRP rebate deal to address heat loss and dust infiltration. It seemed to of fix most of the issue except for the master bed and bathroom. When the temps started to drop last fall , we noticed it was very noticeably colder in the master bed/bath-to the point of being not comfortable at all . Seeing that the insulation was already addressed , we called out an ************ to inspect our system, and they stated it was in perfect working operation, and found that the insulation was installed improperly ( 3 high in some spots , less than 1 in others) and it was not brought out to the ***** properly . I started trying to contact the business on Dec 30 via email and phone , with zero correspondence. I finally drove down to the ******** address and was lucky enough to catch the self identified CEO of Elevation - Mr ******* ******** . He asked me to send him an email with specific information , which I did , and he followed up that he needed a couple days to get a plan. I waited a week and never heard back . I followed up and still no response. I filled up again and still no response. Please help get this rectified my wife has health issues that are affected by this and Im decently unemployed for reasons that were out of my control ( corporate cutbacks).

  

  Business Response

  Date: 02/10/2025

  We sincerely apologize for the shortcomings you've experienced with our business. We understand your frustration, and appreciate you sharing your experience with us. This is unacceptable.
  

  We've escalated your case to our senior management team, who will review all details, including the information and photos you provided. You should be contacted to discuss the next steps in addressing your concerns.

  We understand your patience and the time you've invested in resolving this. We appreciate you bringing this to our attention, and we are committed to investigating this matter thoroughly.

  Customer Answer

  Date: 02/14/2025

  I dont need generic AI generated responses . I need the job completed that you were paid to do . Heading ro the *** now . You had your chance .

  

  Business Response

  Date: 02/18/2025

  **** why we understand the frustration please rest assured that our responses are not AI created or reviewed. As mentioned in the initial response, insulation is no longer a service we offer in house so our leadership is working to reach a decision on the next course of action. We apologize for the inconvenience.

  Customer Answer

  Date: 02/19/2025

  I dont understand why it takes over a month to find a solution to this . I will not close this BBB case until the problem has been resolved , and the job you were paid to do is complete. 

  Customer Answer

  Date: 04/10/2025

  No they have not . I went I mowed on and spoke to the self proclaimed ceo ******* ******** and he said they would take care of - then ghosted me again. Im over it and to be honest I dont want them touching my house ever again . 
  

  
  

  

  Business Response

  Date: 04/16/2025

  Mr. ********************* you for your continued patience as we address your concern. As previously communicated, insulation is no longer a service we directly provide in-house. We have been diligently working to onboard qualified subcontractors to assist with your situation but have encountered challenges in securing a partner.
  
  We acknowledge your feedback and want to assure you that we have carefully reviewed the details of your installation. We also want to note that while we don't dispel any of your statements, we do have record of a post-installation report was completed and subsequently approved by ***, your utility company, without any indication of necessary repairs.
  
  Despite this, and in the spirit of goodwill, our leadership team has made the decision to fully reimburse you the amount you paid for the insulation service. This reimbursement will be issued via a physical check and mailed to the address we have on file through ****. Please allow some time for delivery.
  
  We understand this situation may be frustrating, and we want to ensure your concerns are addressed. Please do not hesitate to contact us if you have any further questions or require clarification.
  
  

• 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.

• Initial Complaint

  Date:09/11/2024

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

  

  Business Response

  Date: 09/19/2024

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

  Customer Answer

  Date: 09/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:08/27/2024

  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.

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

  

  Business Response

  Date: 08/28/2024

  Hello, 

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

  Customer Answer

  Date: 08/28/2024

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

  ***** & ****
  

  

  Business Response

  Date: 09/09/2024

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

  Customer Answer

  Date: 09/10/2024

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

• Initial Complaint

  Date:08/12/2024

  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.

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

  

  Business Response

  Date: 08/28/2024

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