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:04/12/2023

  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.

   
  Complaint: 19927095
  
  I am rejecting this response because: Until this day, I have yet to hear from anyone from Elan Solar. Had you guys let me know about this, I would have been willing to work with you guys on this, but the unprofessionalism has been astounding. I would like to hear from someone about the process of moving forward with the uninstallation of the panels. 
  
  Sincerely,
  
  ******************************* never got a callback. I, in fact, called every day multiple times for the next few weeks. I heard nothing from them. I left voicemails, and still, nothing. I tried sending emails and still never got a response. I now have taken it up with the financing company because I am paying an $87 bill and my electrical bill each month. I have a growing family and this is not what I planned to pay. I have expressed to them that I would love to have solar panels financed through ******************* because ultimately I want to save money and invest in my home, but I do not want to work with Elan Solar. This experience has scarred me in ever trusting a business again.

  Business Response

  Date: 04/13/2023

  Hello,

  We do apologize for our lack of communication.  We were experience some employee issues so some follow *** where not made.  Yet, we are willing to finish the project and get the final inspection pass.  Please let us know when it is convenient to you.  If you still need to talk to a manager I would be more than happy to contact you.

  Thanks!

  Business Response

  Date: 04/13/2023

  Hello,

  Would you like to set a meeting via phone call, zoom or in person?  What days work best for you?

  Thanks!

  Customer Answer

  Date: 04/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  I would like to schedule a meeting with Elan solar. I can schedule any day next week after 3:30 except for Wednesday.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19927095
  
  I am rejecting this response because:I submitted a complaint through you guys to Elan Solar about solar panels that they had installed but have never been connected to due to their unprofessional behavior. We have been paying a bill each month for panels that do not work. When they responded through you guys they said that they would reach out to schedule a meeting with me and they never did. Can I submit a new complaint? I try to call them and get no answer. The only option when I call is to leave a voicemail, which I have left plenty of. I tried emailing them again last week, with no response. I am desperate to make this all stop. I don't want to continue paying or working with them. Please help me. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/03/2023

  Hello,

   

  Our apologizes for not getting back to you.  We were coordinating your midpoint inspection so we can go to final inspection and get you activated.  We are working on sending someone on Wednesday to remove panels so that the inspector makes sure the mounts are done correctly.  That is what they call the midpoint inspection.  That is set for Thursday.  After you pass that we will be able to coordinate for next week the final inspection.  Again our most sincere apologies.

   

  Thank you!

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19927095
  
  I am rejecting this response because: I should have received this in a phone call or email directly from Elan Solar asking me for permission that this is okay. As a professional, you don't just get to tell someone when you will show up. You ask first. No one will be home at that time and you guys did not give ** time to plan in advance. I also stated I would like to talk to you guys about removing my panels because I no longer want to work with you guys. I have no reason to believe that you guys are trustworthy because you guys have not kept me in the loop or contacted me to apologize. I don't want your apologies through a message I want a phone call so that you guys can understand the hurt you have caused my family. This is not okay. You cannot just smooth it over by "moving forward" with the project. The damage is done.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/04/2023

  Hello,

  We do apologize but you do not need to be home for this.  We just need to access the inverter on the outside.  Would that be fine or do you want me to reschedule at another time for your convenience?

  Please advise.

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19927095
  
  I am rejecting this response because: I want a phone or in person conversation with a manager before we move forward. I do not want anything done to my house until I have a clear conversation with a real person. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/08/2023

  Hello,

  One will call you today after 3:30 PM.

  Thanks!

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19927095
  
  I am rejecting this response because: I never received a phone call. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/10/2023

  Hello,

  We apologize for the manager not calling.  She had customers on Monday and Tuesday come in to the office and she was unable to call.  Yet she will make you the priority on Thursday since you had stated that Wednesday you could not take the call.

  Thanks!

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19927095
  
  I am rejecting this response because: I will not close this case until I receive a call. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/11/2023

  Hello,

  The COO ***************************** called you today and spoke to you about your project.  She stated she will wait for you to confirm which day inspection can be done.

  Thanks!

• Initial Complaint

  Date:04/06/2023

  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.

   
  Complaint: 19904328
  
  I am rejecting this response because:

  I have been waiting for 15 months for this battery and it to be installed.  To still not have a date or even a rough guestimate on a timeframe is unacceptable.  To stop answering my phone calls, emails and voicemails is unacceptable!  The only way I get a response from you and your company is by having to file a complaint with the BBB?!  I need a reasonable date for either the battery I ordered to be here and installed/working properly or my money back. 

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

  tire system that has not been finished. Now they will not even talk to me about this. I have never been rude or vulgar with them, I just want answers.

  Business Response

  Date: 04/10/2023

  Hello,

   

  I do see that there is some panels that are not communicating.  We are sending a technician tomorrow to take a look.

   

  Thanks!

  Business Response

  Date: 04/12/2023

  Hello,

  We are working on getting the battery done as soon as possible.  At this moment I do not have an exact date but we will call you and keep you informed.

  Thanks!

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19904328
  
  I am rejecting this response because: This response has nothing to do with my missing battery that i paid for and has not been installed or the fact that they have not been in communication with me.  I still want my battery or a refund!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/20/2023

  Hello,

  We do apologize for the last 3 months we did not have enough people on the phones to answer all calls.  You were not being ignore.  We have a new person that is taking care of the calls now.  She will give you a call tomorrow.  

  As for the battery I do agree that it has been 15 months and that was a long time unfortunately the manufacture did not have any available they were having availability issues.

  Thank you!

• Initial Complaint

  Date:04/04/2023

  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.

   
  Complaint: 19894960
  
  I am rejecting this response because: I spoke with the company who financed my 64k loan and they said you have been paid. I also spoke to ******************** they said you have not scheduled anything. My loan payment does not wait for me. This is causing me severe depression because ** having to pay two hefty bills. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/10/2023

  Hello,

  We are working on getting your Main Panel *************** ********** time and coordination with ******************** and with the financier to release the money.  Also the weather has not been allowing ** to do our jobs on time.  This year the winter has been long and very snowy that has also delay the process.  We are still invested on completing the project and getting your panels activated.

  Sincerely,

  Business Response

  Date: 04/12/2023

  Hello,

  The financial company is saying that the accounts shows pay but what they do not talk about is how they held back a lot of our money.  We are waiting on the financial company to release funding for us to be able to do the upgrade.

  Thanks!

• Initial Complaint

  Date:03/20/2023

  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.

  Complaint: 19625278
  

  
  I am rejecting this response because:
  You have had 2 months with NO response to get this project done (daily calls- several emails) . I want a specific date of when you will be out to get this completed from you on your next follow up, or don't answer. I also called ******************** and you have yet to contact them to get any work orders and I have also contacted my city for license. You have yet to do that. 
  You have had PLENTY of time to get this matter taken care of. Your business practices are HORRIBLE. What about my reimbursement for paying the credit union? Funny you never responded on behalf of that complaint. I WANT SPECIFIC ANSWERS!!!!!!! 
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/23/2023

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

   

  I apologize for our lack of communication.  We are working diligently on your project.  We still have to upgrade your main panel.  Once we are able to proceed we will contact you with details.  It is a lengthy step so please know we still are working on it but it may take some time.

   

  Thank you!

  Business Response

  Date: 03/24/2023

  Hello,

   

  I understand your frustrations and I agree that or communication is lacking.  We are working on getting that fix.  Unfortunately, at this point I cannot give specifics.  We are working on the project it takes time to coordinate with electrician, suppliers, city and electrical company to get this done.  We are changing your main panel which we have to make sure that is done correctly and properly.  Your project is being worked on and it will be completed but it will take time.  As for the reimbursements that is a courtesy from our company to the clients.  It is reviewed upon completion of the project.

   

  Sincerely,

• Initial Complaint

  Date:03/20/2023

  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.

   
  Complaint: 19623717
  
  I am rejecting this response because: I want Elan to contact me directly and I want a tech out first before I agree to this. They say they will send someone but I will believe it when I see it. How soon will the tech be sent out. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/23/2023

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

   

  We will be sending a technician out shortly to your home to fix the issue or provide a deep analysis so the issue can be fix as soon as possible.

   

  Thanks!

  Business Response

  Date: 03/24/2023

  Hello,

   

  We will give you a call to set the appointment for next week.  We would have reschedule today because it is snowing.  We need the snow to melt to do a proper analysis of the system. 

   

  Thanks!

• Initial Complaint

  Date:03/20/2023

  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.

  My solar panels were installed on 11/23/2022 by Elan Solar. Sometime later, we were told that we needed a Main Panel upgrade and that Elan was waiting on PacifiCorp to schedule the upgrade. However, on 1/13/2023, I received a cc'ed email from Pacificorp (addressed to Elan), that they had just received the solar installation application for my home. On 1/30, PacifiCorp sent out another email, requesting payment of $66.24 for the application fee from the contractor, which until that is processed, their engineers will not be reviewing my "proposed installation". A few things to note:1. The email from PacifiCorp states: * Please DO NOT build/install your system until you have received notification your application has been approved by ********************* * 2. Pacificorp requires application payment, and **** has not paid the application fee that was requested on January 30th. On February 28th, ********** helped me pay for the application myself. 3. My household is currently paying for a solar loan on panels (since January) that are not connected and have yet to be approved by PacifiCorp.4. PacifiCorp requires signatures and other inspection documents from Elan that are necessary for my interconnection. **** has not returned my emails or phone calls for months. I would like to hear from the company to discuss how to move forward with this process.

  Business Response

  Date: 03/23/2023

  Hello,

   

  Our apologies on the delay but upgrading a main panel is lengthy and long process.  The payment for $66.00 should have come from us so that will be reimbursed. As for the upgrade we do have to wait for the weather to improve for us to send *************** to do the job.  It will be done as soon as possible but we do have to wait for middle of Spring.

   

  Thanks!

• Initial Complaint

  Date:03/17/2023

  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 purchased a solar system from **** last March, I was promised that with the size of system I went with that I would have little to no electrical bill. I now have a solar payment and a very high electrical bill as my 12k system only saves me $30 per month. The process to get on line and start using my solar system took MONTHS, as the electrician and or ********** of **** could not get my electrical for the solar to pass city inspections. They left a mess when they were done, and needless to say we found out as soon as the rain hit the roof on my 2020 house that they were negligent in the process to install the panels on my roof. I have been dealing with leak after leak after leak for the last 8 months. They would come fix one leak and 10 more would appear, it was so bad the we woke up to water dripping on our baby in the crib come morning, all of the sheetrock on the ceiling is compromised and is cracking and peeling on the dried parts from old leaks and the new leaks just have giant bubbles in the paint and dripping on our carpet, our insulation in the attic is compromised as is has been soaked and is spread out so far it is no longer serving a purpose. The wood work around our windows is cracking and the water is leaking down the outside wall destroying our house. We have reached out over 50 times between phone calls and emails and this company is now ghosting us. We need help and just want a what we paid for and to fix what they ruined. I would happy happy to be part of any class action lawsuit against them and may have to go further to get my house fixed. I want them to take there stuff back fix my house and give me my money back, they are a sham.

  Business Response

  Date: 03/22/2023

  Hello Mr. *********************************************** roofer is going to call you to check out the roof and do an emergency repair so we can send someone to fix all the damages and the roof properly.  We do apologize for the inconvenience and will work very diligently to get this resolve as quickly as we can.

   

  Thanks!