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

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

  
• 

  Elevation

  4350 Arville St #700 Las Vegas, NV 89103

• 

  Elevation Solar

  17806 W Interstate 10 Ste 300 San Antonio, TX 78257

  
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  Elevation Solar

  423 Keller Pkwy Ste B Keller, TX 76248

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February we had someone come out to quote us. He quotes us very high and said to look around for other quotes. We did and found that another person from the same company quotes us $9,000 less for the same exact thing. It took them about a month to figure out what happened and finally gave us the lower price. They contracted the work out by ver unprofessional people who were rude and never told us when they were coming or when they were completed. Just left and came as they pleased. Now that everything is up and the final inspection was done, after me pushing them and calling to get it done..the ****** approval was needed and they didnt turn in the paperwork until after I called the company and emailed them for a month. ****** denied the claim because they needed the permit which Elevation lost. Elevation has still not found my paperwork and they do not know how to contact the city to get another permit, so 5 month later and they do not know what to do or how to compensate us for their delays. We are paying for the solar panels and for our electric bill going on 3 months and they still do not have any answers for us as to when our solar will be able to be turned on.

  

  Business Response

  Date: 09/07/2022

  Hello, we apologize for the delays and confusion to pass city inspection. We strive to deliver a great experience to all our customers and are sorry we fell short for you. With that said, we are happy that the system was activated in August and you can now enjoy the benefits of solar. 

  We agree it is fair to reimburse for the loan payments made before your system was activated. We will have a Manager call you today, 9/7, to discuss and make sure a check is sent to you. We hope now that you have an active system and the loan reimbursement addresses this complaint to your satisfaction. 

  Thanks,
  Elevation

   

• Initial Complaint

  Date:08/03/2022

  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.

  We signed at the end of Jan this year with the salesman who told us sweet lies like we'd have it working before the hot summer months and we'd get a tax reimbursement to pay down the loan so our interest rate doesn't go up (turns out it's a credit based on taxes we owe with no money allotted or returned to apply towards the loan). Installation was pretty fast, I'm guessing it was an attempt to lock us at a higher rate though. Everything since then has been slow, unacceptably slow. We have discovered contradictions between what Elevation says and what the county said. The electric company also said things are ready to move along, and Elevation almost always says everything is 2-4 weeks out. The common denominator (Elevation) makes us feel lied to when in fact all the evidence points back to them for dropping the ball, or not even getting it moving in the first place, taking little to no responsibility for actively moving our project forward.On multiple occasions, we asked to speak with supervisors, yet despite this request (and being told they would contact us), we have never been in contact with anyone beyond their front-line call center. I've even been put on "hold" and transferred to extensions that don't exist, aka. hung up on.We inquired and were told we would be reimbursed for all the payments made prior to the project actually producing our energy for us (and have email evidence to suggest we're right), we've since submitted each monthly statement since the first statement and were told it would take about 4-6 weeks to get a check, however, we've seen nothing from them and I intend to hold them to reimburse me as they said, finish the project so it works as I anticipate and appropriately fix and solve (or help solve) issues as they arise with the solar panels.I would never genuinely recommend this company to anyone seeking solar, in fact, with my experience, I would actively warn people against using Elevation.

  

  Business Response

  Date: 08/18/2022

  We apologize for the delays; there is no excuse for the time it took to get your permit settled. We strive to deliver a great experience to all our customers and admit we fell well short of your and our expectations on your project. We will absolutely compensate you for loan payments you have already made.

  We are very happy to see that your system was successfully activated this week. Monitoring was completed and sent to you today. We have also approved a reimbursement check for 6 loan payments, which will be mailed to you in this week's check run. 

  Again, we apologize for the delays and confusion. We hope that getting your system fully activated coupled with the reimbursement check can resolve this issue.

  Thanks,

  Elevation

• Initial Complaint

  Date:07/30/2022

  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.

  Elevations has disserviced me for almost two years. In the last year and a half Ive havent received more than two months service at a time. Things are constantly going out and they take weeks to months to correct. Ive lost hundreds in lost production. This latest issue started around two months ago with my system producing less than half of capacity. Finally they c@me out to fix and now I have zero production after they fixed. I reported it immediately but no response. I called and they promised a response that has yet to come. Finally today all the circuits that were on my battery backup completely shut down. Freezers refrigerators etc, you know the things you never want to lose power on, thats why I have them on battery back up. Ive now lost **** in meat in my freezer and have extensions cords, another 45 dollars run all over the house. Of course there is no emergency number for service. I feel like these people are a scam. When they finally return a message or call its always someones elses fault and correction is weeks to months out. Its awful they use consumers who are only trying to do their part to conserve this world and not only rob them of the opportunity but also their money. Is there a lemon law that applies here?

  

  Business Response

  Date: 08/18/2022

  We apologize for the system issues that have caused down times in production. Your equipment is covered under the manufacturer's warranty, and we have worked with the manufacturer to get replacement parts delivered to fix the issue. A tech is scheduled for 8/23 to install the replacement parts.

  We understand the frustration with the manufacturer parts breaking down. We will continue to fulfill the manufacturer's warranty. Elevation has also reimbursed you in good faith for lost production as a result of system down time due to repairs. Please continue working with ***** or his Manager, ******, as these repairs are finished. 

  Thanks,

  Elevation

  Customer Answer

  Date: 08/18/2022

  this is a least six times in a year and a half that you have had to fix this. You once reembursed me ***** for down time. What about the contents of my freezer that I lost when there was a unexpected failure on my battery back up. What about the hundreds in lost production? I would just like to give this system back to you and get refunded. Its become pretty obvious that you cant make this work after 18months.

  

  Business Response

  Date: 09/07/2022

  Hello, we are happy to reimburse for lost production delays caused by us and not the manufacturer. As for the lost freezer of food, you can consult with the Service team still working your open case. If solar caused the freezer to go down and spoil the food, we can reimburse for that. 

  We also see the Service team resolved the current issues and just need to turn on the battery, which you will need to be home for. We have asked them to reach out to you again to try and schedule a time. As stated before, we will continue to uphold the manufacturer's warranty and service your system. 

  Thanks,

  Elevation

  Customer Answer

  Date: 09/13/2022

  the techs were out again today. They couldnt fix it again. I was told that it was very unusual for that kind of failure where the battery back up circuits shut down completely. Who is responsible for this very rare occurrence. In my mind if you hadnt installed this system everything would be fine. Something either in the wiring or the installation mustve caused for my srp energy source to be blocked to these circuits. Im am still down. The last time I was compensated for loss of service the remedy was woefully inadequate. What are you thinking here for compensation? Your response is always to blame generac for everything. This is the system your company recommended, installed and billed me for. In my mind it is your responsibility as I have never communicated with generac and you acted as their agent.

• Initial Complaint

  Date:07/28/2022

  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.

  We had our system installed in late December 2021. Since then we have been waiting for the commissioning of our system and final inspection by the electric provider. We have emailed, texted, and spoke with various representatives in the company to no avail. Our first couple of responses by ******* Artist was that they were waiting on ED3 to approve. After several months we contacted ED3 ourselves to find that they had contacted Elevation two times and were awating there response to schedule the inspection. We finally were informed of our inspection date, which failed because the system was not ready. Since then we have contacted both Elevation and ED3 nearly everyday to get this re-inspected. I find this absolutely ridiculous that it takes 7 months to get to this point and still not pass an inspection. Not sure what the internal communication problems are at Elevation, but someone should be fired for such lack of responsibility. At this point I would rather have my money back than do business with this company. We paid cash for this system.

  

  Business Response

  Date: 08/05/2022

  We apologize for the delays in activating the system. We certainly understand how waiting this long would be so frustrating and we are also anxious to get this project across the finish line. The utility company associated with this project, ********************* (***), has extremely long ************ of 4-6 months. Unfortunately, our design came back with corrections a couple times, which reset that review period and extended the length of the project well past what we originally anticipated. We are happy to report that we are at the finish line as everything is fully approved and the system just needs to be activated. 

  We plan to have commissioning and system activation done in a week's time (mid August). *** is giving us a date to commission. On the day of commissioning, our technician will install the production meter and everything will be complete. 

  Again, we apologize for the unplanned delays, and we have reviewed the request for compensation. A check for $600 as reimbursement for the delays and inconvenience will be mailed shortly. We certainly hope this gesture and the activation of the system can put this matter to rest. 

  Thanks,

  Elevation

• Initial Complaint

  Date:07/27/2022

  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.

  Solar financed, loan documents signed on 2/14. Elevation Solar performed CURB install on 3/8. Solar panels went up 4/6. Initial electrical work/de-rate was scheduled for 5/6. Since then, we have rescheduled de-rate 5+ times due to delays from Elevation individually. The solar techs have not only failed to show up and do the work as scheduled, they have blamed the delays on the other parties (APS Electric and the **************** Inspector) when I have proof that confirms otherwise. Permits were in progress until 5/2 in which we were notified all had been approved. Since our initial de-rate was scheduled on 5/6, we have since rescheduled for 6/1, 6/28, and 7/19 - all which were not completed due to "issues with scheduling", the solar techs not showing up to perform the work, and being unreachable by other parties involved. On 5/6 APS Electric called Elevation on their way to the appt, Elevation denied having us on the schedule despite having confirmed appt time with us. On 6/1 APS Electric arrived to our house for the appt, the solar tech was a no-show and was unreachable when APS attempted to call them. On 6/28 APS Electric arrived for the appt (11:00a), Elevation was a no-show and the tech was unreachable. I have security cam footage showing the tech arrived at house at 9:41am over an hour before the appt unannounced, apparently recognized the equipment did not match our permit, and left. Permit inaccuracy was due to Elevation not catching that it was "marked for correction" prior to submitting it in May. Permit re-done and approved 7/8. On 7/19 Elevation was again a no-show for scheduled appt, could not provide a reason why other than potential scheduling issue, despite confirming appt with us multiple times. Appt rescheduled 8/8, informed by Elevation they were working on attempting to get an earlier date. Tentative scheduled appt made for 7/29 but date apparently did not work for city inspector, and now appt is scheduled for 8/15 which is even further out.

  

  Business Response

  Date: 08/15/2022

  We are so sorry for the series of mishaps leading to rescheduled derate times. As noted in your summary, there were permit and scheduling issues leading to the delays. While we strive to deliver a great experience to all our customers, we have obviously fallen short for you. We are trying to course correct and get your project across the finish line.

  To help make matters right, we have approved reimbursement for loan payments you have already made. We escalated your account to a Manager, *****, for oversight. We sent a Field Manager to your home to ensure the Derate was ready and passed, which it did last week. Your utility interconnection process was also started last week and we plan to have your system fully activated in the next couple weeks.

  Again, we apologize for the delays and hope that the actions we have taken and the progress made can conclude this matter. If you have any questions, ***** will be the best point of contact. She will also reach out with an update on a weekly basis until your system is activated.

  Thanks,

  Elevation

  Customer Answer

  Date: 08/15/2022

  
  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:07/25/2022

  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 choose Elevation solar for my home. They installed the panels around mid February. To this date the solar still is not hooked up. Ive had my tole calls and emails which all have done nothing but excuses. The city had emailed me and them that corrections were needed in March I believe which were ignored for a good month. Finally the denied the paperwork and said we would have to file again. I even asked if they were getting these emails and they said yes. Yet, nothing done. The women I talked to said someone dropped the ball.So then it was back to filing with city again. After weeks, months, I lost track, they told me they would need to figure out something as city needed easy access to panels. They asked if I would move my fence back to speed it up. I said ok, lessening my back yard footage just ti get.it done. Yet, couple months later its still not hooked up. They have reimbursed me for one loan payment and said they would second, but I still havent gotten a check. Meanwhile the end of July Ill be paying a 3rd loan payment for solar I dont even have. I complained on review of their site and after sometime, a person wrote back and said sorry to hear, call and ask for them. Today marks the 3rd time Ive called this Sergie and each time he conveniently is on phone. They say he will call back when off, yet Ive never got a call.Its been 6 months now since I signed with them and my solar is hooked up yet and they have given me no timeline for when it will be. Also, there was just recently they said they were on final inspection, which seems to be ongoing thing, and city was to come out for inspection. 2 weeks in a row city said failed as Elevation didnt put paperwork on panel. Finally after 3 attempts the next week and me taking photos and talking to rep, the ******* actually delivered paperwork to correct address. Of course it took the city over a week to comeback.This has been unbelievably stressful and not right!

  

  Business Response

  Date: 08/15/2022

  We are so sorry for the delays in getting your system activated. As noted in your summary, the delays were due to permitting issues and the existing fence/APS code issue (open access). We strive to ensure every customer's project is handled with care and haste, and we apologize this has not been your experience.

  We did receive permission to operate at the beginning of August. We will have a Manager call you today (8/15) to make sure that you were able to get the system activated. We have also checked on the status of your additional loan payments that we are reimbursing you for - 1 payment has been sent and we have a check for another 3 payments that has been approved and will be sent this week.

  Again, we are sorry for frustrating experience you have had. We hope the reimbursements and actions taken to get your system activated can fully resolve your complaint.

  Thanks,

  Elevation

• Initial Complaint

  Date:07/15/2022

  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.

  We signed a contract for 40 solar panels with Elevation solar. Our solar panels were placed on our roof. For the next 9 months we paid for the solar as well as we continued to have an APS ****. We contacted our tech who indicated after an audit was completed he would add more panels at no additional cost and we signed the paperwork to proceed. Our solar was disconnected approximately June 27th and we were advised they would be placing the additional 4 panels shortly. Finally on July 9th after most of the completion of the additional 4 panels the technicians indicated they could not continue due to not having the correct panel. We were informed they would return. We waited and no one came to complete the job. We contacted a representative for Elevation solar and was informed they would be out to complete the job on Wed July 13th. On July 13th the tech indicated our panel was not installed completely and he could not proceed. He indicated a tech would be out but he didnt know when. We made several calls and emails to the company requesting assistance. Today two technicians came out and stated they did not have the proper equipment to complete the job as they were informed they didnt need the equipment. We have had Elevation solar out 4 time to add 4 panels and complete the set up, this process has been over 3 weeks and the job is yet to be completed. We called Elevation Solar requesting to speak with a manager, the call was forwarded to a vm for the concierge. We sent the company an email as well advising of the situation requesting a manger call or email us to discuss. This message has been modified from the email sent to Elevation solar due to space availablility.

  

  Business Response

  Date: 08/15/2022

  Hello, we apologize for the confusion with the Field in finishing up your expansion. Elevation strives to do the right thing by our customers, which is why we are doing this expansion for you, and we are disappointed that there were some delays that sullied your experience. 

  We have escalated your project to a Manager, Sergie, to make sure we get this fully across the finish line. He will call today to go over next steps. PTO has been received, so we can either work with you directly to activate your system or we can schedule a tech to activate it for you. We have scheduled a tech for 8/23 for activation in case you are not comfortable activating your system over the phone with Sergie. 

  Again, we apologize for the confusion in getting your system across the finish line. We are excited that your system is fully approved and will ensure it is activated appropriately no later than 8/23. We hope that getting your system active and producing for you will resolve this complaint.

  Thanks,

  Elevation