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:10/07/2023

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

  

  Business Response

  Date: 10/12/2023

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

• Initial Complaint

  Date:10/05/2023

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

  

  Business Response

  Date: 10/12/2023

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

  Customer Answer

  Date: 10/13/2023

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

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

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

  *****

  

  Business Response

  Date: 10/19/2023

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

  Customer Answer

  Date: 01/17/2024

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

  

  Business Response

  Date: 02/12/2024

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

• Initial Complaint

  Date:10/02/2023

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

  

  Business Response

  Date: 10/05/2023

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

• Initial Complaint

  Date:09/27/2023

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

  

  Business Response

  Date: 09/28/2023

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

• Initial Complaint

  Date:09/21/2023

  Type:Product 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.

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

  

  Business Response

  Date: 09/26/2023

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

  Customer Answer

  Date: 09/28/2023

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

  

  Business Response

  Date: 09/28/2023

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

• Initial Complaint

  Date:09/17/2023

  Type:Product 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 gateway for my solar system will not connect to the internet. I am not getting paid for all of my power so my bill has gone up. I tried all the steps to connect to no avail. Even Enphase tried to help me but couldn't get it to connect. I asked elevation to contact me which is what enphase told me to do but I have had no response. I just want them to get me online so I can get all the credit I am due.

  

  Business Response

  Date: 09/22/2023

  *****, Please contact us at your earliest convenience.  Our Tier 2 Service Manager has left a voice mail, sent text and email too. She wants to walk you through the directions that she emailed you to **************. These directions are less complicated than Enphase's.  If she can't **************, we will get a tech to your home.  We look forward to hearing from you!  *********************** - **************** Manager

• Initial Complaint

  Date:09/13/2023

  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.

  Panels are not working right or the meter and they will not compensate me for the electric bill that was extremely high because of the equipment not working again this is the 4th or 5th time I have been complaining about theses panels and the meter, I had to wait a whole month for someone to come and see what the problem is and they can see the production is off and, the person on the phone today said they do not compensate for that. First of all it is not my doing that the meter is not working how would this company not be responsible for that. It has been so disappointing to me with this company, because I can not even enjoy the panels because every time it is something wrong with them or the production, and they still taking payments from me I just want these off my roof and start with a new company cause this is nothing but TROUBLE!!!!!! or my money back and have the once in for all fix the **** problem!!!!!!.

  

  Business Response

  Date: 09/15/2023

  ******, Thank you again for taking my call.  I text you my email address for you to send your last 3 months utility bills.  As discussed, I will have the service team complete a production loss and usage comparison. The weather has been unusually warm; I would anticipate seeing higher usage resulting in higher but they will provide the analysis for us.  Thanks again for taking my call.  I look forward to receiving your email.  ***

  Customer Answer

  Date: 09/17/2023

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

• Initial Complaint

  Date:09/07/2023

  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 went with Elevation for our home solar needs back in October 2022. We were down to three companies and chose Elevation due to the promise of a $500 **** gift card, which gave them a slight advantage in costs. As soon as we signed with Elevation, service was horrible. We had zero communication and are always the ones that need to reach out for status and follow up. From start to finish took over 10 months and we still have not received the gift card. It is always an excuse when we attempt to get information (since March). First it was supposed to be sent to at installation, then they said it will be sent when our loan gets funded (beginning of the year) to now it's when SCE sends the *** and NEM 2.0 approval (which happened in July) and still we have not received the gift card. We have tried texting our contact and sending an email to the company. I am not sure of an account number that we have with **********************, as the loan is funded elsewhere.

  

  Business Response

  Date: 09/07/2023

  *******, This is ***********************, **************** Manager with **********************.  I apologize for the continued delay in receiving your $500 gas card. You will be receiving the check by end of next week.  If you have any questions, please reach out to me.  I sent you my contact info via voice mail and text.  Again, I apologize for the inconvenience!  ***

• Initial Complaint

  Date:08/29/2023

  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.

  I'm in the process of selling my house and getting the roof re-coated, and on top of charging thousands of dollars to remove and reinstall panels, they just notified us that they won't be able to re-install these panels until OCTOBER. This is preventing our buyer from completing inspections, and as a result, we may not be able to sell our property. Elevation Solar, please fix this severe mismanagement and reinstall our solar panels, this is completely unacceptable for the amount we paid for this service, and I will continue to spread the word about this poor business model until it is fixed.

  

  Business Response

  Date: 08/30/2023

  ******, this is ***********************, **************** Manager with **********************. Thank you for taking my call.  We are working on getting your installation completed.  I will get back to you by end of day.  Talk to you soon! 

• Initial Complaint

  Date:08/22/2023

  Type:Customer Service 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 purchased my panels 4 years ago and noticed that in July of this year my panels stopped producing power. I called the manufacturer and they said I needed to contact Elevation Solar. When I have contacted them they will place you on hold for 14 minutes just looking up your information. Solar edge gave me a case number to give to Elevation Solar to come out and troubleshoot my system. Everytime I call I get the run around of someone will call you tomorrow to schedule a technician visit and everyday no one calls. I've been creating no power basically most of the summer and the last phone call I made they said the soonest someone can come out is September 20th. Basically when Summer is over or coming to an end. I feel helpless and no one to turn to after paying thousands for these panels. The biggest scam around is Solar because of companies like this.

  

  Business Response

  Date: 08/23/2023

  ***, thank you for taking my call.  Our Tier 2 Supervisor will reach out to you in the morning after she speaks to SolarEdge.  Case notes indicate this could be due to 3G communications hardware being outdated but we will know more tomorrow.  Thanks again!  ***

  Customer Answer

  Date: 08/23/2023

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