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.

  We got our Solar system from ELAN Solar who didn't show up the day scheduled. After that, they started to avoid our calls and emails.
  Soon after, Silvia M******* told us that they needed to schedule the electrician and the city. Silvia even came to our house a few months ago.
  I had heard about ELAN Solar being unprofessional to the large number of customers. Silvia said a few more weeks. No one is answering calls or emails, and we can't leave voicemails because Silvia's mailbox is full.
  This is so frustrating because now we have to pay out of pocket to get the electrical panel and maybe just maybe see if we can use the panels that are just for show on our roof.

  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: 04/17/2024

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

  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.

  It is unbelievable the amount of non-communication from these people. The installers were quick and even put my system in when there was snow still on the roof. Once it was installed we started making payments to the financing folks. Was it working? We never knew because no one ever talked to us after installers left. Fast forward three months. I was told there was an app that you could use to monitor your power. I asked Elan about it and someone came out (after three weeks) to show me the app. That is when I realized I had been paying on it for three months without any power being generated. The helper from Elan had to hook up some wires in the box, then it was as simple as turning a switch. Ok.
  Six months later. The winter is upon us again. In between Christmas and New Years, water starts dripping in through the ceiling in our main living area. You know, the one with the Christmas tree and presents still out and about? Then a torrential flood of water. Now I realize why the installers 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

  Customer Answer

  Date: 04/02/2024

  
  
  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,
  
  
  
  ***** *******

• 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.

  Back pay for non service and not helping me with my problems with company. Desertion and lies and poor quality customer service. 6 months of double payments . Got scammed and lied to for a long time. Such a bad company and taken me to the cleaners and robbed me.

  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!

  Customer Answer

  Date: 01/09/2024

  
  
  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: 01/12/2024

  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.

  Hi good morning my name is ****** i hop you can help me wi*h *his I decided *o pu* my solar panels **ke a year ago and I find *his sales man *********** who promise me a super good deal from *his company (SANTUITY) and I was fine wi*h *he deal bu* in *he way *ha* we were signing *he con*rac* papers he change his mind and pu* me wi*h ano*her company (ELAN SOLAR ) wi*h a be**er deal and i sing *he new con*rac* for $46.375.82 dollars *ha* was back on May 17 ********************************************************************************************************************************************************************* less *han 90 day and since *hen no*hing works and *hey have been charging me for eigh* mon*hs I when *o *hey office *o *alk wi*h ***************************** *he manger of *he company and she promise me *ha* *hey would reimburse me for *ha* by *he end of *he mon*h (FEBRUARY) and have my s*uff done by *his and *hey no longer answer *hey fire everyone in *he offices (cus*omer 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!

  Customer Answer

  Date: 08/26/2023

   
  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,
  
  ****************

  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.

  They never finished putting my solar panels, as well as charging me more for an incomplete job. Promising results and not having them met when promised.

  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,

  Customer Answer

  Date: 08/31/2023

   
  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: 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!

• Initial Complaint

  Date:06/13/2023

  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.

  VERY BAD EXPERIENCE I signed a contract with this company in Oct 2022 for a solar system different of the installed; cheaper, dated, low productivity, low cost. After the installation my roof was broken and 3 areas of my house and during the recent winter of dec 2022 presented constant leaks. It's noteworthy that my property is new and modern to have suffered that kind of damage even when they tried to repair it. it's unfair to have my new roof repaired DUE TO IMPROPER MANAGING OF INSTALLATION. I talked to ELAN SOLAR about the breach of contract and they took responsibility saying they had going to replace the equipment. It's been 3 month and they don't replace the inverter and neither give me reason about it. During the installation ELAN SOLAR as a "company" demonstrated to be unpunctual, disorganized, lack of honesty, tendency make and conceal mistakes. Thanks to ELAN SOLAR I'm victim of fraud. Its immeasurable the damage the they has caused me in terms of finance and economics. I DO NOT RECOMMEND ELAN SOLAR TO THE COMMUNITY. NO LO RECOMIENDO A LA COMUNIDAD. FRAUDE! FRAUDE!! NONE STAR!!!

  Business Response

  Date: 06/20/2023

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

  We apologize for the delay but we have not committed fraud.  We made a mistake on the inverter and we are going to change it.  Our apologizes that it has not been done but we will get it done sooner than later. 

  Thanks!

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20183305
  
  I am rejecting this response because: I talked to you so many times to make solve the situation without get any solution. The general manager said in May they would make the replacement of the inverter and i am still waiting. I need you give me a final e irrevocable date to replace the equipment.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/27/2023

  Hello,

  We are sorry for the delay we were supposed to do it in May.   We are looking to get it done as soon as we can unfortunately we were not able to get it done in May but it is still going to get done.

  Thanks!

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20183305
  
  I am rejecting this response because: Please I need you to replace the inverters immediately, you are playing with time not to comply and repair the bad work, nowadays there are many customers affected by their bad work. Comply with the "MISSION OF YOUR COMPANY" "OUR CUSTOMERS ARE OUR NUMBER ONE PRIORITY."
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/05/2023

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

  We are dedicated to correct or mistake.  It was an honest error that required time and money to correct.  We are sorry for the inconvenience but we will resolve this sooner then later.

  Thank you!

  Customer Answer

  Date: 07/12/2023

  You are a company, with several years in the market, you should have capital, to cover any damage, bad work, or negligence on your part, I need you to please immediately resolve this situation, we are already going for a month in this chat, and you are still not taking responsibility for resolving the situation, since March I have been communicating with you directly, and you are always deceiving me with excuses, Better Business Bureaus, I invite you to read the chat, since the company in question does not give a date for finalize the change of equipment, which is affecting me financially, thanking you for your collaboration, and ELAN SOLAR TO FINISH THIS CASE.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/17/2023

  Hello,

  We have been as honest as we can with your project.  We have tried to keep all deadlines but at times we were not able to do it.  You are producing and it would have been the same production as if the inverter was Enphase not SMA.  The disadvantage in the inverters is when it comes to repairs but that is something we would take care of.  We are going to fix the error we acknowledge it and will take care of it.  We just ask for some patients on getting it done.

  Sincerely,

   

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20183305
  
  I am rejecting this response because:Hello, greetings. My name is *******************************, complaint number #20183305. ELAN SOLAR business, contacted me last week *******************************" promising me that on Tuesday the 24th they would come to my property to change the equipment they installed by mistake, but once again they broke their promise. They have been telling me the same thing since March, at the end of May, they formalized my complaint through you, if they manage to review the chat, they can realize that they have been playing with time, and they have not completed the pending work , I feel frustrated, since they do not want to take responsibility for their mistake, I came to you to see if that company Elan solar could solve their mistake
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/04/2023

  Hello,

  That was not promised.  Elan Solar through ***************************** acknowledge that a mistake was made and is willing to make the change.  We ask for time to do so.  As soon as we can we will make the change.  In the meantime you are not suffering any loss.  Your system is operational and functional.  The loss would be to the company because it takes more money to fix an SMA inverter versus an Enphase inverter.  Yet we will replace it in time.

  Thank you!

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20183305
  
  I am rejecting this response because:

  Hello..!!
  How long do you need to replace your mistakes? I've been talking to you since MARCH, and all you say are lies and false promises. It's been 5 months since I talked to you and you still ask for time? Oh really? And how are you going to say that I'm not losing a loss? If you pay more than 50 thousand dollars, for a brand and model, which you place a much cheaper brand and model that does not exceed 20 thousand dollars. Isn't that scam? Selling equipment for a high amount, and delivering low-quality equipment, productivity, are you serious? Do you lose? It is your mistake, your bad work, lack of ethics, professionalism and seriousness. I'm paying ******************** the same as last year when I didn't use the panels, + the credit for the panels, and you tell me not to suffer for something that you're acknowledging is not the same
  
  *******************************

  Business Response

  Date: 08/11/2023

  Hello,

  Can you send us 24 months of electric bills so we can assess them?  If you are paying the same as last year we need to make sure the consumption and other factors are the same.  We are not fraudulent.  The solar panels do work so we need to make sure we have cover all bases.  We will change the inverter.  The email you can sent the electric bills is ************************************. 

  Thank you!

• Initial Complaint

  Date:05/11/2023

  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.

  My system was installed 6 months after contract was signed. The install was on 3/30/21. The system cost $48,880. It is an Enphase IQ7. I contacted them March 2023 to report that my system was not working. I sent them emails, and phone calls. My panels do not have snow on them, and should be producing energy. They have not returned any calls, they have not emailed me. I need my system to be serviced. I appreciate any assistance.

  Business Response

  Date: 05/11/2023

  Hello,

  We are terribly sorry that you have not been able to get through.  We have been experiencing high volume.  We are sorry that something has gone wrong with the panels.  We will be sending a technician out on May 18th.  

  Thank you!

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20048283
  
  I am rejecting this response because:My original complaint has not been responded to be Elan Solar. BBB sent a note that Elan would send a technician on May 18, but no one has been here. They have not responded to my requests for support. My system is still not working.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/20/2023

  Hello,

  Will sending someone on June 23rd to get it re-commissioned and working.  Is that alright?

  Thanks!

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20048283
  
  I am rejecting this response because: I cannot resolve this complaint until AFTER a rep comes to my home. This business has made the same empty promise twice before. 

  Once a site visit occurs, I will be satisfied.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/27/2023

  Hello,

  It turns out that is more complicated than expected to fix the problem.  I am getting the right person to get that done.  We will call you when it will be done.

  Thanks!

• Initial Complaint

  Date:05/02/2023

  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.

  I contacted Elan in late summer 2022 to investigate our solar panels not producing any power. An inspection day was set up, which passed without anyone letting us know that they inspected our panels and/or found the source of the problem. I called days later and was told that the inspector had come to the house (unbeknownst to us) and determined that there was a faulty part that needed to be ordered. The part would take a couple of weeks to come in and then would then be installed. By this point it was later in the Fall 2022. We waited months for any communication from Elan, which we never received. As winter was coming to a close, I reached out via phone and email numerous times to determine why the fix had not happened. I received one call over a month later on the weekend from someone who assured me that I would have regular communication from them and would be scheduled as soon as possible. That call was now over 2 weeks ago, and I still have not received any communication or assurances that the problem will be fixed. I have called back and emailed again, but no one responds. This lack of follow up will end up costing us hundreds of dollars in energy bills - the reason I found the problem in the first place was an energy bill of over $400.

  Business Response

  Date: 05/03/2023

  Hello,

  We apologize for the inconvenience but we have had an increase of calls and working on getting back to all the customer as soon as possible.  I am sending the technician to commission the system on 06/01/2023. 

  Sincerely,

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 20009484
  
  I am rejecting this response because: This has been a nearly nine month ordeal that is now going to take an additional month, during which we will continue to incur hundreds of dollars in energy bills that we would not be paying but for ****'s extremely slow response to our initial issue last summer. when we originally contacted ****, there was not an issue of "too many calls" ever given as a reason for a delay; it is not our fault that Elan is extremely behind on responding to customers. Also, the response that **** will "commission the system" isn't explained (what does that even mean?) and isn't a guarantee that the system will work at that time. We deserve an appointment sooner, within the next week (by May 14th). 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/05/2023

  Hello,

  We do understand your frustration and I am deeply sorry for the inconvenience.  We will move the appointment to 05/17/2023.  Unfortunately that is the earliest we can make it.

   

  Thanks!

  Customer Answer

  Date: 05/06/2023

   
  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.
  
  Sincerely,
  
  *****************************