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:04/25/2023

  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.

  H3833303536333*3639H is a H33303*34333938373*31H installation company that works in **** providing H33303*34333938373*31H panels and systems for customers. Last May 11, *0** the project to install H33303*34333938373*31H panels and a battery started. The plan was to have the panels and the battery installed by Sept 1, *0** which is the date that the loan with ******************* who is funding the project, would start charging me. H3833303536333*3639H knows that sometimes there are delays and they cover some of the months extra that they have taken (according to them max * months) that they will cover so the customer does not have this burden. Well, they had terrible delays from bad electrical schematics to product not ready when promised. They reimbursed the month of September but when October *0** came no reimbursement, project not completed, and i was being charged by both ******************** and ******************* I had to track things down for every step of the way, November, and December came and project still not completed. It is March *8, *0*3. I am being charged double by RMP and SunLight. H3833303536333*3639H does not respond to calls, email or anything. They have gone *** since Jan *0*3. I have been left alone with a very expensive system that is not producing electricity because they have not completed the project. No support, no reimbursement and accountability. I need help to get this project to conclusion and determine what the support will be in the future. Financially, it has been a heavy burden, Elan owes me money since October *0** till present and it continues to increase by each month.**** has responded to some of the requests, i had but there is still no resolution on the money that they owe me for all the months they extended on getting the system up and running. They have been avoiding accountability for many months until i recently file a complaint here.

  Customer Answer

  Date: 05/04/2023

  Hello,
  I am rejecting the response from the business. I haven't heard from the business since April 17th. Here are some of the tasks that need to be completed:
  

  1. I have not been reimbursed for the time that I was double charged by ****************** and ********************* The owe me the reimbursement for
     1. Oct 2022: $217.26
     2. Nov 2022: $217.26
     3. Dec 2022: $217.26
     4. Jan 2023: $217.26
     5. Feb 2023: $217.26
     6. Mar 2023: $217.26
     7. Apr 2023: $217.26
  2. There is RMA equipment that needs to be sent back to Sonnen, that the installer needs to handle because it needs to be wrapped in a specific way and shipped with specific instructions.
     
  3. The battery installation made by Elan Solar was called out by Sonnen because it voids the warranty under a very possible edge case of over charging the battery with more wattage than the battery can handle. ****** gave instructions on what needs to be changed, i shared this with the last technician that came a few weeks ago to replace a microinverter. Elan is aware and has not done anything to resolve this issue.
     

  BBB thank you for your help.

  
  

  Business Response

  Date: 05/05/2023

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

   

  I have not been reimbursed for the time that I was double charged by ****************** and ********************* The owe me the reimbursement for
  Oct 2022: $217.26
  Nov 2022: $217.26
  Dec 2022: $217.26
  Jan 2023: $217.26
  Feb 2023: $217.26
  Mar 2023: $217.26
  Apr 2023: $217.26

  This is something we have to review and approve.  I will let you know that for all your inconveniences this would be most likely approved.  

  
  There is RMA equipment that needs to be sent back to Sonnen, that the installer needs to handle because it needs to be wrapped in a specific way and shipped with specific instructions. - We did know about this but unfortunately it takes time.  
  
  The battery installation made by Elan Solar was called out by Sonnen because it voids the warranty under a very possible edge case of over charging the battery with more wattage than the battery can handle. ****** gave instructions on what needs to be changed, i shared this with the last technician that came a few weeks ago to replace a microinverter. Elan is aware and has not done anything to resolve this issue. - We did not know about this but unfortunately it takes time.

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19982939
  
  I am rejecting this response because:
  
  1. The reimbursement is taking more time than expected. I understand that it needs to be reviewed and approved but that rhetoric i have heard it before, i just hope this is resolve soon. In the meantime, i will continue to reject the response until it is resolved.
  2. I know that things take time, but i am asking for **** to come pick up the *** components and manage it with the manufacturer. What i am worried is that the accountability continues to be placed on me, the customer, who should not be involved since the installer, ****, is the one that manages the relationship with the manufacturer. I need the equipment to be picked up from my garage, they are lithium battery modules that could present a physical and life threatening risk to people if not handled and stored properly. My garage is not a place to keep them. Once again **** is putting risk on me the customer, which has been the theme of working with them. It is simple: **** needs to come and pick up this risky equipment from my garage, to avoid further risks to me and my family. Elan has an storage unit where it can be more properly handled. BBB this is a major risk that i need attention to RAPIDLY.
  3. Similar to #2. A Sonnen battery ranged between 10k to 16k+ ** dollars, by the wrong design continues **** once again is placing risk and accountability to me the customer instead of being responsible. If the battery is damaged because of ****'s bad battery installation, Warranty will not cover it. A new battery will need to be purchased or new modules replaced which we are talking of the price ranges above. THIS IS A FINANCIAL RISK THAT **** is placing on me. I need responsibility and accountability from Elan
  

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

  Business Response

  Date: 05/08/2023

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

   

  Please see comments after each point.

   

  1. The reimbursement is taking more time than expected. I understand that it needs to be reviewed and approved but that rhetoric i have heard it before, i just hope this is resolve soon. In the meantime, i will continue to reject the response until it is resolved. - I understand that is normally not something that is heard off but a reimbursement is a courtesy from us since most of installs take between 6 to 9 months.  Therefore if we find that it was our fault for the delay among other factors we do the reimbursement.  That approval happens at the end of the process to make sure we cover all the months required and accounting have all the information needed for the approval.

  
  2. I know that things take time, but i am asking for **** to come pick up the *** components and manage it with the manufacturer. What i am worried is that the accountability continues to be placed on me, the customer, who should not be involved since the installer, ****, is the one that manages the relationship with the manufacturer. I need the equipment to be picked up from my garage, they are lithium battery modules that could present a physical and life threatening risk to people if not handled and stored properly. My garage is not a place to keep them. Once again **** is putting risk on me the customer, which has been the theme of working with them. It is simple: **** needs to come and pick up this risky equipment from my garage, to avoid further risks to me and my family. Elan has an storage unit where it can be more properly handled. BBB this is a major risk that i need attention to RAPIDLY. - The battery in the garage is not an issue per Sonnen (AGM and other no- or low-maintenance batteries can be stored inside a home. Flooded batteries should be stored in a locked, well-vented box in a garage or shed.). It is not a danger to your or your family.  As for the *** components we will send a technician to take care of that.  Unfortunately we do have some on vacation this month so the earliest we can do it is May 29, 2023.  

  
  3. Similar to #2. A Sonnen battery ranged between 10k to 16k+ ** dollars, by the wrong design continues **** once again is placing risk and accountability to me the customer instead of being responsible. If the battery is damaged because of ****'s bad battery installation, Warranty will not cover it. A new battery will need to be purchased or new modules replaced which we are talking of the price ranges above. THIS IS A FINANCIAL RISK THAT **** is placing on me. I need responsibility and accountability from Elan - If the battery is damage for something that Elan did.  We will take full responsibility on it.  
  
  

  Thank you!

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19982939
  
  I am rejecting this response because:

  1. Elan: I understand that is normally not something that is heard off but a reimbursement is a courtesy from ** since most of installs take between 6 to 9 months.  Therefore if we find that it was our fault for the delay among other factors we do the reimbursement.  That approval happens at the end of the process to make sure we cover all the months required and accounting have all the information needed for the approval.
  *****************************: Just let me know when the reimbursement is approved. The project took more than 9 months to be activated, and that's because i made it happened. The only reason Elan is responding now to me is because BBB is in the middle and the BBB Certification is too valuable to keep doing business. I need an ETA from Accounting I do not want this process to take several months. 
  
  2. Elan: The battery in the garage is not an issue per Sonnen (AGM and other no- or low-maintenance batteries can be stored inside a home. Flooded batteries should be stored in a locked, well-vented box in a garage or shed.). It is not a danger to your or your family.  As for the *** components we will send a technician to take care of that.  Unfortunately we do have some on vacation this month so the earliest we can do it is May 29, 2023. 
  *****************************: I know "vacations" and sickness are out of the control of any company, especially when they need to ramp up staffing after loosing many people in the early months of the year. I would prefer if this is completed before May 20, 2023. May 29th puts ** close to **** when sales ramp up and **** would put those projects ahead of supporting current customer that already paid for the ** System. It is only a pick up literally 30 mins on the route of a tech who is in **** valley could do it.
  
  3. Elan: If the battery is damage for something that Elan did.  We will take full responsibility on it. 
  ******: For the record, the wrong installation was performed by ****'s electrician at the time. I need a written consent letter stating the following:
  

  ----start of letter----
  "To Whom it may concern
  
  As of May 2023, Elan Solar takes full responsibility of the damage of the Sonnen 10Core battery installed to the customer *****************************, located at ****************************************************** if the battery is damaged by the installation inspected by Sonnen Technician in which he states:
   
  As we discussed, all of your 9.6kw solar array is downstream of the battery on the protected loads panel. This can damage the battery in an off-grid scenario if more than 6kw of solar energy is on the downstream side of the battery. The solar will need to be split up so that no more than 6kw of solar is downstream of the battery on the protected loads panel, and the balance of the solar will need to be upstream of the battery on the grid side so that part of the solar will turn off in the event of a grid outage. We do not have a licensed electrician in the ************* on staff at Sonnen so you will need to reach out to an installer or electrician to complete the work needed. 
  
  If the battery is damage by the described above scenario, which will not be covered on the manufacturer's warranty. Then Elan Solar takes full responsibility of replacing the battery, fixing the downstream solar array installation, and paying for any costs of this work that would be needed to fix the problem."
  ---end of letter---
  I would need this signed and dated by **** CEO on a letterhead document as soon as possible so I can file it on my records. This would be the only way that I would accept that **** will be responsible for fixing my problem
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/11/2023

  Hello,

   

  1. Elan: I understand that is normally not something that is heard off but a reimbursement is a courtesy from ** since most of installs take between 6 to 9 months.  Therefore if we find that it was our fault for the delay among other factors we do the reimbursement.  That approval happens at the end of the process to make sure we cover all the months required and accounting have all the information needed for the approval.
  *****************************: Just let me know when the reimbursement is approved. The project took more than 9 months to be activated, and that's because i made it happened. The only reason Elan is responding now to me is because BBB is in the middle and the BBB Certification is too valuable to keep doing business. I need an ETA from Accounting I do not want this process to take several months.  - We sure can let you know once it is approved.  We will call and ask where can we send the check.
  
  2. Elan: The battery in the garage is not an issue per Sonnen (AGM and other no- or low-maintenance batteries can be stored inside a home. Flooded batteries should be stored in a locked, well-vented box in a garage or shed.). It is not a danger to your or your family.  As for the *** components we will send a technician to take care of that.  Unfortunately we do have some on vacation this month so the earliest we can do it is May 29, 2023. 
  *****************************: I know "vacations" and sickness are out of the control of any company, especially when they need to ramp up staffing after loosing many people in the early months of the year. I would prefer if this is completed before May 20, 2023. May 29th puts ** close to **** when sales ramp up and **** would put those projects ahead of supporting current customer that already paid for the ** System. It is only a pick up literally 30 mins on the route of a tech who is in **** valley could do it.  We promise we will not put any project ahead of yours for the May 29th date.  It is a holiday so you will be the only project for that day.  Yet this has been escalated to management to see if they could move it up.
  
  3. Elan: If the battery is damage for something that Elan did.  We will take full responsibility on it. 
  ******: For the record, the wrong installation was performed by ****'s electrician at the time. I need a written consent letter stating the following: - It is part of our warranty that we take care of any damage parts.  It is in the CAD.  Attached is a copy of said document.

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19982939
  
  I am rejecting this response because:

  1. Rejecting response until the check for reimbursement has been completed

  2. Please let me know as soon as possible when it can be moved up the date for RMA pickup
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/18/2023

  Hello,

  Completely understandable.  Once we have the refund we will let you know.

  Thanks!

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 19982939
  
  I am rejecting this response because:
  
  Reimbursement not completed, and issues with battery installation not solved. What is the *** for the reimbursement? 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/23/2023

  Hello,

  We are sending someone for the battery on May 29th.  Once that is completed we will process the reimbursement.

  Thanks!

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 19982939
  
  I am rejecting this response because:This issue persists and as I have stated before on the complaint against Elan Solar, they have not taken accountability for their actions. 
  They have not reimbursed me, they let the complaint get closed after all my rejection without doing nothing to solve it. Also, none of the issues mentioned above have been addressed. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/11/2023

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

   

  We do apologize for any inconvenience.  We do not have a specific date of reimbursement because that is a courtesy not a requirement.  Yet, if it will be done it will be more like the Fall of this year.  Our process takes time.

   

  Thank you!

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 19982939
  
  I am rejecting this response because:

  For the record, this process is so frustrating. The fact that the reimbursement is being labeled as courtesy from Elan Solar is irresponsible because the conditions and even the *** that you are giving are not courteous at all. 
  
  I am extremely frustrated because Elan is just IRRESPONSIBLE. I will add any of the tasks that need to be completed by ****. I will continue to Reject it.
  
  1. Reimbursement for the months i had to pay to Rocky ******** and ****************** Loan
  2. RMA components from Sonnen that need to be returned and still are in my garage.
  3. System is under producing. I was paid for a 9.6 KWH system and it is producing 6.9 kwh max
  4. Issues with the ** wiring. Enphase sent a report. Email forwarded to Elan and nothing has been done about it. Potential Electrical DANGER!!
  5. Wrong Battery installation. The Sonnen technician reported the issue with the wiring that would get the battery out of warranty if not fixed. Email sent to Sonnen months ago, issue reported to Elan technicians months ago. No action from Elan.
  
  These 5 issues need to be resolved for me to accept their response.

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

  Business Response

  Date: 07/17/2023

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

  We apologize for the inconvenience.  As for the reimbursement we apologize for how long it has taken yet we are really considering it we just ask for your patience.  It is a courtesy from our company but in your situation it has taken so long that we will look to approve to reimburse for the solar payments.  It most likely happen in late fall.  As for your other concerns I have escalated the situation so we can send a technician as soon as possible.
  

  Thanks!
  

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 19982939
  
  I am rejecting this response because:

  Late fall for a reimbursement will be more than year since the projects kicked off. That is very long time and you are not giving me any guarantees that it will happen. How do i know that in late fall you wont push it again to early spring and so forth? Help me understand why is it being planned for so far away.

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

  Business Response

  Date: 07/24/2023

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

  The funding for reimbursements will be available in late fall.

  Thanks!

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 19982939
  
  I am rejecting this response because:
  
  Reimbursement timeframe is uncceptable
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/31/2023

  Hello,

  We are looking to refund him in late fall.  

  Thanks!

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 19982939
  
  I am rejecting this response because:
  

  Until payment happens

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

  Business Response

  Date: 08/04/2023

  Hello,

  We understand.  

  Thanks!

• Initial Complaint

  Date:04/12/2023

  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.

  We have a Solar Project with Elan Solar, first the panels were installed December 28, 2021. Then we heard nothing form the company until June 2022. It was always an excuse or that they had fired all their staff and were desperately trying to catch up. We had good communication with our City and the Power Companythe issue was Elan Solar was not filing things on their end to get the Job moving forward.We finally had our MPU upgraded in November of 2022.Our project was coming up on Experation Dates for all the permits, so in January of 2023 they sent guys to finish the install.We have had no communication with Elan Solar since, no return of phone calls, no return of emails.We called our City and had the final inspection done, we called the ************* and had all the meters exchanged, But now the system will not produce power. They owe us 12 months of payments on our Loan, they need to fix the system so it will produce power. We have a 25 year warranty but its Through Elan Solar so we cant even get a claim and have anyone come look at it unless we pay out of pocket. This Company is all excuses and BS. I would never refer anyone in **** or any other State to do Busness with them.

  Business Response

  Date: 04/13/2023

  Hello,

  The net meter which gives permission to operate was given on 04/03/2023.  We are sending a technician to commission the system so that your production can be reported.

  Thanks!

• Initial Complaint

  Date:04/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  mis panales solares ya va aser un *** y aun no trabajan ise un reporte a los principios de enero y si vinieron solo a ver el medidor y no an vuelto a venir siguen si trabajar los panales solares les e ablado y no contestan el telefono les e dejado mensaje y no contestan les e dejado mesajes electronicos y no contestan podrian ayudarme por fabor a *** terminen el trabajo *** ya va aser un *** hoy en mayo y no trabajan si no *** me devuelvan mi dinero y consigo a alguien mas $25,000 dolares mas $2300 *** e gastado en luz *** no deveria aver pagado ahora ni telefono o correos me contestan esto es fraude

  Business Response

  Date: 04/13/2023

  Hello,

  We apologize for the inconvenience.  We are sending a technician to commission the system.  It seems like it was working up to November.

  ******* disculpas por las molestias. Estamos enviando un tcnico para poner en marcha el sistema. Parece que estuvo funcionando hasta noviembre.

  Sincerely,

• 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.

  We hired Elan Solar to install solar panels on our house back in September. They came to install panels in November. We waited until January when they were scheduled to get our panels connected, inspected, and working. They scheduled for January 23rd and then never called to cancel or showed up. I was promised to have everything done in 3 months and I was already getting nervous because it had passed the three months promise that the seller told me. I had taken the day off from work to be there. They never called the week after to apologize or reschedule. On February 20th they came knocking on my door that they were there to do work on the panels that they did not make me aware of. I happened to be off because it was President's **** I told them that I could not have them working that day as I had plans with my family that day and I wanted to speak with a manager before they continued any work so that I could express my frustration. They told me they would let their manager know, but I 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!

  Customer Answer

  Date: 04/13/2023

   
  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,
  
  *******************************

  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.

  I purchased a Residential Solar System from Elan Solar back in January of 2022. The majority of the system was installed that spring(March 2022) . They never installed the Battery that I purchased in the deal from January. Every time I called they said it is on Back Order. Now it has been over a year since the system was installed and I am yet to receive the Battery. I came to find out the Battery they sold me had been on Back Order for a year prior to them selling it to me and they were aware of this issue but continued selling a product they can not get!! They are no longer answering the phones or replying back to any emails. It has been 4 months since I have been able to talk to any from Elan Solar. Last time I spoke with a representative I was assured the *** would be contacting me with a resolution. This was the 4th time I had heard that the *** would be in contact. I have never heard from the *** or anyone else. I paid over $17000 for this battery and $45000 for the entire 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!

  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: 04/12/2023

  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: 04/20/2023

   
  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,
  
  ***************************

  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.

  May 2022. We were recommended to Elan Solar by a friend who was also going to work with Elan Solar. It's going to be a year now and our system is still not up and running. Our friends system is still not up and running either. We are both stuck paying with two bills electricity bill and the loan we took out. The last time I spoke with Elan Solar they said they would be scheduling with ********************* We have not heard anything back or given a date. They have gone MIA **** I call every month to get updates and they always give me the same excuse. I've been calling for the past few weeks and no answer. I have also emailed them the payments they said they would reimburse me for and I have not received a single check. I love how they respond to BBB complaints with lies, about sending checks. If you are broke just say so. At this point I would like the solar panels to be removed ASAP and I need my refund yesterday.

  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,

  Customer Answer

  Date: 04/11/2023

   
  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: 04/12/2023

  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.

  Elan installed solar panels on my home early January 2023. They have yet to come back and complete the job. I have called SEVERAL times once at least daily along with emailing and calling owners personal phone. I have yet to hear back on my project completion. I am left paying for panels that have yet to be hooked up and on the grid along with *********************

  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!

  Customer Answer

  Date: 03/23/2023

  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: 03/24/2023

  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.

  I had panels installed December of 2021. They have been hooked up but have not worked the whole time. I have had several techs come out but none of them can seem to get them working. I have been paying ******************** for the cost of the panels even though they are still not working. They sent me a check for 4 of the months but I have not received any for the other months. They last came out on Feb. 24, didn't get them working. I have been calling, emailing, and have received no response. If they are unable to get them working, I don't want to keep paying. They claim they can not take them off my roof yet they can't get them working. I need someone to respond so I can figure out what is going on.

  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!

  Customer Answer

  Date: 03/23/2023

   
  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: 03/24/2023

  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!