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:02/13/2023

  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.

  Around June, 202 I signed a contract with Elan Solar and got a $48,000 loan for the solar panels. A month later Elan installed the Solar panels on my roof and they said they would connect them to the electricity in a few weeks because the electric meter needed to be moved. In August of 2021, I started making payments on the loan and trying to work with **** to get them to finish connecting the solar panels. Its been almost two years since the solar panels were placed on my roof and Elan still can't give me a date when they will be connected to the electricity. Now I am stuck with a $48,000 loan and my electric bill.Please help me.

  Business Response

  Date: 02/17/2023

  We apologize for the delay of your project, we do need to do an upgrade on your main electrical panel therefore we need to move it from its current location.  This will require an estimator to let us know where the new location will be and it will require trenching.  Unfortunately we cannot do trenching in the winter. We do have to wait until the spring or summer to complete the project.  We need to complete your project timely but also making sure all proper measures are taken to do the *************.

  
  

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19396019
  
  I am rejecting this response because:
  I have been told the same thing before and nothing was done. I need a specific deadline for when the solar panels will be up and running. The solar panels were supposed to be installed over a year ago and because it was not done, I have had to pay both my full electricity bill, and the solar panel loan. And now I have been advised that my solar panel payments are going to be higher. While Im waiting for the solar panels to be installed, I would like your assistance with the payments since I cannot afford both.

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

  Business Response

  Date: 02/28/2023

  We have told them this before because that is what needs to be done.  We do apologize for the delay but we cannot proceed without trenching.  Today we had several inches of snow so trenching in this weather is impossible.  We at this time cannot provide an accurate date since we have things that are out of our control.  As for the payment.  That payment for the loan does not go up if they pay the tax refund they acquire.  

  
  

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19396019
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/08/2023

  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.

  Initial contact with salesman took place in December 21. Panels were installed in January of 22. Now it’s February of 23 and I still haven’t had my system finished. This has, by far, been the most frustrating experience I’ve ever had as a homeowner. I have called this company probably 50 times over the past 13 months and can’t seem to make any headway. No one ever knows anything about my project. Two or three times employees have just shown up without warning, poked around and left without giving me any information. Elan has scheduled inspections when there was no way my system would pass. When I called and asked to speak to a manager I was told “our managers don’t really do that”. Odd. I even drove 40 minutes to the office, which appears to be an office for multiple business schemes. And yes, I mean schemes. Elan solar wasn’t represented at this office anywhere. No logos or anything you’d expect a business to have all around. Besides all the broken promises, I’ve been paying for my useless panels since March of 22. They told me I would be reimbursed if I submitted their form. Did that over the summer and didn’t even get a response. Now I’ve been calling all day everyday this week starting 2/6/23 and it goes straight to voicemail. I want my system done and to be reimbursed for the payments I’ve been making on an unfinished system.

  Business Response

  Date: 02/15/2023

   There are corrections that need to be made on this property.  Installation was done on 1-22-2023.  It needed corrections that were done last spring.  We tried to pass inspection in the summer in July but failed due to the project needing some more corrections.  We should have checked the corrections done by our technician before sending the inspector but we did not.  Since then we have been trying to get back to the property to finish the corrections.  It turns out we have been having issues getting a hold of the customer.  I have also reached out to him so the fact that he is stating I am not available is not true.  We spoke to him today.  He is selling his house and moving so that is why it has become urgent now.  We understand and are going to work to get this done as soon as possible.

  
  

  As for the reimbursement.  Normally we reimburse until the project is completed so we can send one check for all the months missed.

  
  

• Initial Complaint

  Date:01/11/2023

  Type:Product 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.

  en mayo de 2022 ise la invercion de 21 panales solares usando fondos de mi 401k y pagando al contado me saldria mas economico dandoles un cheque de ****** mil dolares y quedando de darles el resto la primer semana ********* del mismo ano los panales los istalaron la ultima semana de ***** 2022 y la primer semana ********* les di el resto que fueron 10, 654 para que ya los panales los conectaran y epesaran a trabajar 21 panales bueno a la fecha ****** aun no trabajan vinieron a conectarlos en octubre 2022 y solo trabajaron 2 les hable y vinieron en noviembre y pudieron aser trabajar 8 diciendome que no me preocupara que solos se **** a actualizar algo que no sucedio les hable de nuevo i vinieron otra ves ahora que nesecitaban una parte y que los que istalaron los panales los avian conectado mal a la fecha ****** aun no trabajan hable con la manejadora y muy molesta y alterada me dijo que estaban trabajando y que es todo lo que podia desirme les e estado hablando 4 5 veses por mes y aun no tengo respuesta sigo pagando *** $190 dolares mensuales

  Business Response

  Date: 01/17/2023

  On this customer he was installed on July 2022 and was Activated on 09/24/2022.  Unfortunately something went wrong in November.  We had to get a new part to get it fixed.  As soon as it is in we will get that done.  

  
  

  The CX was informed and we never offered him a reimbursement.  They were working and something went wrong and we are in the process of fixing them.  

  
  

  Customer Answer

  Date: 01/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me.

   I just want my solar fixed and some reimbursement for still paying my power through rocky ******** .
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/17/2022

  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.

  In July of 2022, we were contacted by a door to door salesman. He gave a fine presentation of solar panel and indicated he was working for Elan Solar. We ended up signing a contract with him to have a solar system installed. A few things the salesman told us ended up to be false and the panels were installed after a few problems. I started noticing a lack of communication with **** and excuses of various things. The finance company was contacting us to set up payment methods to them. 3 different financial institutions was wanting money. We straightened that out but learned that the finance company had paid Elan the full amount (approx. $22,000) because the panels had been installed. They weren't operating because of a circuit breaker needed to be installed. After we had called and what I felt was pressuring Elan to put the circuit breaker in. It took about 10 minutes. After talking with most all technicians that came to my house, none of them knew anything about the inverter box that they had installed. I was told by three different people to contact the manufacturer of the inverter to have them help me. I did call the manufacture who couldn't help because the inverter had not been commissioned and they didn't have a password. Another technician came after I felt we had begged them to do their job. He was able to access the inverter and left it with red lights blinking. He told me to call the manufacture and the red lights meant if was updating. I was still unable to access the inverter via internet and again asked for help from ****. Again, I felt like I was begging them to do their job. I was told that an IT guy would access it, give me a password and send a link to obtain access. To this day, I have obtained a password that doesn't work and no other help. I have tried calling this business and was told that someone would call me back. That hasn't happened. When I call now, it is forwarded to an answering machine, and no one ever calls.

  Business Response

  Date: 12/28/2022

  On this customer we sold on 7/2022 installed until 09/13/2022 due to getting Site Survey, CAD, Engineering and Permit done.  Finally we got Permission to Operate on 10/28/2022 after passing inspection and getting the net metering switch with *************************** Unfortunately we are having issues commissioning the system because there was an issue with the manufacturer.  We have fixed the issue this week and are scheduling an appointment with the client for next week.  Once that is done we will be able to commission the system and it will be operational.  As for the financing that is an issue between them and the financier.  We do collect funds at time of installation because we have to pay for the material used for the installation.  We technically did get the system completed before their first payment was due.  It was unfortunate that we had the issues with the commissioning of the system.  We have been working very diligently to get it fixed and we know by next week it will be fixed.

  Customer Answer

  Date: 12/28/2022

   
  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,
  
  *********************

  I'm hopeful but hesitant that this resolution works. It has been my experience that this company poorly communicates, and it seems convenient that they will have fixed all the problems with manufacturing and making appointments with me by next week. I suspect that probably won't happen and my time limit of 7 days to respond to BBB has expired. Thank you, BBB, for at least being able to communicate with this company for me. It certainly would be a lot easier if someone from Elan would call and talk to me or at least return my calls. This complaint didn't have to happen if someone was doing their job.  I guess if the problem still exists and is not taken care of, I will hire someone else to finish the job. I wish I could later respond someway to let others know how this turned out.

• Initial Complaint

  Date:11/16/2022

  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.

  Elan can't seem to keep their sales people or customer service reps, and now we know why. We cancelled our sign up with a different solar company in January 2022, the Elan rep told us they would reimburse us the cancellation fee from their paycheck, and that never happened because **** never paid out the entire commission to their sales reps--they only paid our rep 50% of the commission he should have made. The solar was not even ready to be turned on until August ******************************************** February. It did not work even when it was turned on (still doesn't work as of November 2022). Most of the sales team left. We have been passed around to customer service rep after customer service rep, each promising to "do something" about the $500 referral bonus we are owed, the $1215 cancellation fee the rep promised to reimburse us, and the $828 they owe us for the months we have been paying for solar that does not work. Today, 11/16/22, a customer service manager told me that there is a lengthy list of people who are still waiting on their reimbursements. We have yet to have someone from *any* department follow through on their promise to call back when they say they will, and at this point I am shocked that a rep even came out last week to tell us that our converter needs to be replaced (who knows when that will happen). I am meeting with the *** next week (11/23/22), though I imagine this will be someone who was not with **** when we signed up and our complaints will fall on deaf ears of people who are unwilling to own up to their dishonest and poor quality business practices.

  Business Response

  Date: 12/02/2022

  Now, to address the issues the customer stated.  The promise to pay the cancellation fee for the prior company was not on the contract or did Elan Solar know about it.  It seems this was a verbal agreement between the sales representative and the customer.  Due to the fact that the sales representative had not held up to their agreement with customers Elan Solar decided to part ways with that Sales Representative.  It is also not true that we only paid 50% of the sales representative commission.  We are a reputable company that takes care of all their obligations.  Customer came in today per appointment that was set and he stated since the complaint customer representative reached out to him and gave him the cancellation fee for the other company a total sum of $1,215.00.  Upon getting all the details of his complaint Elan Solar issued him a check today for the amount of $1,952.78 for $500.00 referral for *************************, $828.00 per contract and $627.78 for March to Nov solar payments of $69.42 per month. check #****.

  
  

  Elan Solar is under new management.  I did apologize to the customer for any inconvenience and let him know that it is our motto to make sure all our clients have the best possible experience.  I hope after speaking with me today he is satisfy with the outcome.  As of next week his project will be fully completed and I did let the customer know that if there are any further concerns please contact us.

  Customer Answer

  Date: 12/02/2022

   
  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,
  
  *********************

• Initial Complaint

  Date:09/23/2022

  Type:Product 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.

  Had a sales rep talk to my elderly parents, and convince 2 people on social security income that they need solar. I signed up to help them and put the loan in my own name. They had offered to replace the shingles on the roof before they installed the solar panels, and got that done in a timely manner. However, after they installed the solar panels, they never complete the job. It has been sitting on the roof, not hooked up to the grid for over a year now. We are now paying loan payments, and the regular power bill for absolutely nothing to be done. They haven't even been able to give us an ETA on when it will be hooked up. They offered to refund all the power bill payments from Rocky ******** power, and I have sent them bank statements twice and nothing has been done. At this point, I would like to have them get all of the equipment off the roof and give us our money back. If you look into the reviews with Elan solar, you can see I am not the only one dealing with this issue. This is a shady company.

• Initial Complaint

  Date:08/18/2022

  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 had them put solar panels on our home in February. We are trying to get them to come out and finish the job. The representative that signed us up doesnt seem to want to help us. Every time we send a message or call they say that they will get back to us in a day or two. We have paid 4 payments on our solar and it isnt hooked up, it isnt even wired completely. I understand that COVID made things hard to get. We spent a lot to get solar panels, a home back up battery and an electric car charger. None of which we can use. All we want is for them to finish the project. I know employees are hard to find. If I were the owner of this company I would be so embarrassed, I would go out myself and finish the job. I dont know who else to contact, we have not been unreasonable or rude. Please help us or tell us how to get help. Thank you kindly, *****************************

  Business Response

  Date: 09/09/2022

  Hello,

   

  Yes we did install back in February of 2022.  This project came with a battery and a CV charger.  Unfortunately, at time of installation of battery back in April of 2022 it was determine that some additional parts were needed.  They were ordered back in April of 2022 but our provider had a delay in parts due to COVID situation.  We had been keeping the client informed.  On August 11th of *********************************************************** effort to show good faith we send a reimbursement check for the 4 payments he had made for solar panels since they had not been activated.  Finally in an effort to complete the project with no more delays we had contacted the client to send our master electrician to access the situation and make sure we had all material needed to complete the project by end of September or beginning of October.  We have contact client through the process with the updates.

   

  Sincerely,

   

  *****************************

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17740143
  
  I am rejecting this response because:
  The company has reached out to us to let us know that they are trying to resolve the issue. Yesterday they had an electrician come by to evaluate what is still needed. They have not sent us a reimbursement check for the payments that we have paid and that would be appreciated. I am hopeful that they will still send a reimbursement check as they have mentioned before that they would. I am hopeful that they really will complete the project soon, because it is a financial burden currently and and it is taking up space in the garage with wires hanging everywhere. I will gladly notify bbb when it is completed
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/09/2022

  Hello,

   

  We have notice the check that was sent was cashed, therefore we have put a stop payment on it and will reissue a new one for payments made from April to September.  In light of that fact it will not be sent out until the 16th of September 2022.  

   

  As for the project it will be completed as soon as possible.

   

  Thanks!

  Customer Answer

  Date: 09/23/2022

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

  The last message I responded to was that the company (Elan solar) said that they had reimbursed us the payments that we had paid since the panels were placed on our roof, but the system has not been finished in order to be able to activate yet. I dont know why the complaint was closed, I am sorry if this due to failure on my part. The response that **** sent about reimbursing us the payments is not accurate. They did not send us a reimbursement. They had an electrician come out to our home to look at what had been done but have not made any contact with us since. We still have no ETA on the completion of the job. I am very upset that they are telling you that they have tried to make the situation right, that is why we continue to be dissatisfied. If there is a way to leave our complaint open I would be grateful, as I am very doubtful that will see any resolve this year. Thank you, ***************************** case# ********
  
  Sent from my iPhone
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/26/2022

  As stated previously we reimburse them for the solar panels payment made for the past 4 months.  Once we have the material in we will complete the project.  We have been informed that material will be in end of September or early October.