Complaints

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:07/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a PV system with 17 panels from Elan Solar on 07/31/2022 for the cost of $45,228. The system went online in January of 2023 after everything was installed. In the contract, there is a workmanship warranty for a period of 10 years, and they offer free truck rolls and service for the first two years. Years 3-10 they charge the customer a discounted fee of 60$ per truck roll.
  The last two months, our panels have been shut down due to repeated tripping of the breaker. We have attempted to reach out to Elan Solar for service, but their phone number (###-###-####) on their website is completely disconnected. We have attempted to reach out to the loan servicer, Goodleap, in order to assist us in reaching out to Elan, but we are having issues with getting them to respond to our request. We contacted REC and SolarEdge in regards to the manufacturer warranty. They are the solar panel and inverter companies, respectively. They told us that we need to get our PV system assessed for any electrical damage, because it may not necessarily be an issue with their products.
  We just want our solar panels assessed for any issues that may have been caused due to the installation, and to see if any of the equipment is damaged. Please help us in this matter. Thank you.

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 04/17/2024

  Hello,

  Elan Solar main priority is the customers.  We do apologize for the delays on your project.  Silvia M******* has stated that you are still on the list to get the main panel upgraded with the electrician.  Yet, we still waiting on the funding as explain before.  We will reach out to you once funding is received to get you on schedule to complete the project.  Ms. M******* phone is having issues with her voice mail but she did stated you have her personal email which you can reach her on.  She was out of the office the last week and half but she will be able to take care of you email going forward.

  Thank you!

  Customer Answer

  Date: 04/18/2024

  Silvia M******* reached out on 4/17/24 telling me that they
  are waiting on financing to change the electric panel and to send electrician
  to complete the job. And that we should wait until the end of May to complete
  the job.
   We have been paying
  the loan for over a year and now Silvia M******* tells me that all the
  financial institutions are holding back.
  We can’t even use the microwave in our home without bringing
  our entires home electricity down and leaving us with out power. We’re afraid
  that their delay will cause a bigger issue in our home.

  Business Response

  Date: 04/26/2024

  Hello,

  Per Silvia M*******, she spoke with Ricardo O******* today and looking for a resolution.  Next week they will reach out to you with a date to get job completed or the plan to get it done.

   

  Thank you!

  Customer Answer

  Date: 04/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There's no date set to receive a concrete action plan and ELAN and Silvia have been pushing this out with the same response. By the end of the week or by the end of the month and nothing has happen.
  I would like to get a date where I can receive the action plan or plan with specifics.

  ELAN and Silvia have known that we can't use our basic home appliances because at this point we're afraid that might cause an electric shortage on the entire house.

  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was promised a return on my $1000 dollar deductible I paid due to a shoddy install. I was also not producing electricity due to a faulty hookup to solar panels for three months. My solar loan payment is $140 a month x three months= $420.  I will withdraw my complaint as agreed with the CEO, Kevin, when I am mailed a check for $1420 dollars..
  
  
  
  Sincerely,
  
  
  
  ***** *******lers were so fast. Almost everywhere they drilled through my roof was now dripping water. Horrible, shoddy installation. No response from Elan with calls, texts, or emails. So I drove over and met with Kevin C. The CEO. As I was shown to his office, I noted that there were lawsuit papers in a pile on his desk. Uh Oh. I angrily spoke to him and he "sympathized." I asked him what he would do to make it right. I needed repairs immediately. He called one of his roofing guys to come and repair it. Ok that works. (Well, except for my $1000 dollar deductible now :( ) "What about the three months I was paying on the system where it wasn't producing?" "I can cover that." OK, that works.
  My ceiling then takes three months to fix. Elan's guys are waiting on my insurance. My insurance is waiting on Elan. Back and forth it goes. I never see a check for my deductible. Never any credits for the months I was off the grid. No communication from Elan. Nothing.

  Business Response

  Date: 04/02/2024

  Hello Mr. *******,

  We are terribly sorry for your experience.  We do apologize for the inconvenience. I do believe someone from the company has reached out to you and go over the solution to your issue.

  Sincerely,

  Elan Solar

• Initial Complaint

  Date:03/06/2024

  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.

  I wanted solar panels to be installed, but the job was never finished. I do not have them attached to my house power. I cannot pay for a service that has not been completed.

  Business Response

  Date: 03/11/2024

  Hello ********************,

  A subcontractor Geneis Solar is completing the project.  Have they reached out to you?  Their number is #************ email at ********************************************.  Your financier has contract them to complete the project.

   

  Thank you!

• Initial Complaint

  Date:12/31/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Was lied to and was supposed to be reimbursed months ago. Elon solar should be investigated because of all the folks they have taken advantage of. Fraud 
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 01/09/2024

  Good Morning Mr. ******,

  You are on our list of reimbursements.  They will be issued in the Spring time.  We do apologize for the delays and provide our most sincere apologizes.

  Thank you!

  Business Response

  Date: 01/12/2024

  Hello,

  We do understand your frustration and we do have a delayed on the reimbursements.  We will fulfill that part of our agreement we just need time to gather the funding.  We do apologize for the delay. 

  Thank you!

  Customer Answer

  Date: 01/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It’s been over a year and excuse after excuse dealing with Elon solar has cost me a lot of money and time. I have never been so taken advantage of by a so called business in my entire life. 
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 01/17/2024

  Hello,

  As stated previously we understand your frustration.  Unfortunately, we cannot provide the reimbursement until funding is received.  You will have the reimbursement at that time.

   

  Thank you!

  Customer Answer

  Date: 01/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  Just had ice fall off my roof onto deck and breaking my brand new deck. No one from Elon told us about snow and ice guards for roof just cost me another 1000 bucks. I am going to have to take action now against Elon solar
  
  **** ******

• Initial Complaint

  Date:08/16/2023

  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.

   
  Complaint: 20480162
  
  I am rejecting this response because: I have proof that She promised that once the project was complete, I will receive a reimbursement. I have witnesses that are complaining about the same issue and were promised the same. 

  
  Sincerely,
  
  ****************

  er service) I email *his lady and no*ing. I have an open case wi*h *************************** and I have been inves*iga*ing more abou* *his solar scam and I am no* *he only one I have seen **ke 20 cases **ke my on (YELP APP) ****** and ********* I hope u can help me wi*h *his because *he *ru*h is *ha* I can no longer pay *ha* *his and my elec*rici*y bill *he s*ar* send me emails abou* collec*ion now i have lean holder on my *i*le of my house and i don * know wha* *o do i ask *hem for my reembursemen* and now *hey won* answer

  Business Response

  Date: 08/18/2023

  Hello ********************,

  ******************** never promised you a reimbursement.  Her statement was "I will look into it".  

  Your project is completed and operational.

  Thanks!

  Business Response

  Date: 09/06/2023

  Hello ********************,

   

  Can you please provide the proof when ***************************** promised the reimbursement?

   

  Thank you!

• Initial Complaint

  Date:08/07/2023

  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.

   
  Complaint: 20435750
  
  I am rejecting this response because:what Elan Solar says are lies from them who are waiting for permission from the city to finish the project since December they have me with pure lies but the financial company is charging me more than what my contract says the person who offered me the panels is called ric, he told me that my payment would not be more than *************************************************************** 132 dlr per month and that it would go up plus the payment then what is my benefit of putting solar panels if you turn off more than what I am paying for electricity
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/11/2023

  Hello Mr. ********,

  We do apologize for the inconvenience.  We are aware of your project and that we have to complete the main panel upgrade to pass final inspection to be able to turn your panels on.  I will ask management to expedient your project but it is on the works.

  Sincerely,

  Business Response

  Date: 09/06/2023

  Hello,

  We will ask the financial company why the payments have gone up.  Once we have a response we will let you know.  Again we do apologize for the length of time this is taking but we are working with ******************** to get coordination on upgrading the main panel.  We need to do that to pass final inspection, which is with the city.  So yes the city is waiting on us but we need to complete the upgrade before we can coordinate with the city.

   

  Thank you!

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20435750
  
  I am rejecting this response because:
  Sorry I shouldve clarified that they have installed the solar panels and I have been getting charged by the finance company since February (I cancelled payments after a little while), despite needing the breaker box for the panels which without it makes them useless/ineffective. I just need to take the necessary steps from here on out in order to make the panels effective, in which Im hoping you guys could direct me or point me in the right direction.
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/13/2023

  Hello.

  Yes the panels were installed but to have them function takes more steps that just the installation.  Your project needs a main panel upgrade it is not just a breaker.  There is more things to the upgrade than doing a breaker switch.  After the upgrade we still have to pass inspections and get the net meter swapped.  All these things take time, effort and coordination with other parties.  We apologize for the delay but we are working on getting this completed and set.

   

  Thank you!