Elevation

I find it challenging to believe that this company has a 4.5 rating on this site. The lack of integrity displayed by the Salesperson and Management is appalling. Our Sales representative, Joe O., assured us that he would remain with us throughout the process and that the solar loan would not begin until after the installation was signed off. However, Joe disappeared after signing the paperwork, and two months after Elevation received the money from the Loan company, the solar loan payback started and the panels were not even on the roof. During those two months, we could not check our account to monitor payments, and we were charged interest on the loan. Once the panels were installed, the installers left out a crucial component, which would become a significant problem. The biggest problem with this company is the absence of communication. Our panels sat on our roof for almost six months because Elevation submitted inaccurate information. The company promised a "concierge" to assist with the process, but after Kassie S. was promoted, she stopped responding to our emails. We went through twenty customer service representatives (Jeff S., Mers, Devon, Christian, Michelle A., Amanda M., Jake, Araxy S. and many others that we didn’t get the names written down), none of whom could solve the problem. We finally spoke to a manager named Karen M., who promised to address the issue, including reimbursing us for our electric bill while waiting for the panels to be operational. After a month passed with no action, we talked to Alex L., who assured us that he would take care of everything and even gave us his personal cell number. He promised to reimburse us for the loan payments, which we had to pay while waiting for the system to become operational. After over seven months, we finally received approval from the energy company, but because the component was left off in the initial installation, we had to wait another 3 weeks for an electrician to be dispatched. We requested a phone call to notify us when the electrician would arrive, but we never received it. Fortunately, electrician Skye, who had requested that we be given a call before he came out, was frustrated with the lack of communication we had been dealing with and took it upon himself to paint the parts required to meet the HOA agreement Elevation had signed. The electrician gave me Debbie L.'s name in the hope she would become the point of contact to resolve the issues we had been experiencing, and help with the so called reimbursement; but the reimbursement process has been slow to non-existent. We have made many attempts to contact the company regarding this matter with no response. In the first week of March 2023 we were told that the reimbursement was “approved” on Feb 8th and that I would be getting it “soon”. As of this post (May15) we have not received a check or any information on where it is other than “I’ll let the escalation team know”. Debbie’s supervisor, Modesto, came out to talk to me about the issues I had been having and to let me know that the reimbursement was “approved”, but again, nothing has been done. It’s all talk. I strongly advise everyone to steer clear of this company. They have demonstrated their incompetency time and again. Despite all the challenges, the system is now operational and functional, but the process took way too long due to the incompetence displayed by several people in the company. The entire process (without any promised reimbursement) took from May 2022 to January 2023. In that time, 3 other houses in our neighborhood had their solar installed within 3 months of them signing the contract. And the delay in all of this was simply that Elevation was unable to put in the proper paperwork to the electrical company. No other delays or problems, they just couldn’t do that one thing. HOW can I trust that this company will stand by any of their “guarantees” if they can not do some of the most basic things? Most of this could have been solved by a simple SPREADSHEET that all of their employees could access and update. That and clearly communicating with the customer!

The system was installed 12 weeks ago. They still can't get it working and can't fix problems that cause the system to fail inspections. During the process, no one seemed to know what they were doing I have been in the dark as to if and when the system that I purchased will eventually be up and running.

The company sent a site survey to inspect my roof and broke a few clay tiles. I emailed Ryan a few times and not getting any response. It looks like they are not going to fix my roof.

March 25, 2022 signed contract. The solar panels were installed in a reasonable time but the system failed city of scottsdale inspection on June 8th as the design called for a max 85amp fuse and they had 90amp fuses installed. June 22nd, they told me they should have 85amp fuses by Friday. Friday came and went, nothing. System failed again June 29th, same issue. July 15th, texted, no replies until Jul 19th with a "sorry, I've been out since last week". I asked if they could use an 80amp fuse to get the system to pass to the next steps on July 26th, and finally on aug 3rd they said the smaller fuse wouldn't work. So, I called the city of Scottsdale Solar Inspector on Aug 15th to ask if we could use the 80amp fuse to get the system to pass and he said absolutely, so finally, two months later, they did install these and the city passed my system on to the next step. Aug 30th, APS failed the system, due to Meter can not build to specs.. too close to the gas meter. System failed again Sep 24th due to disconnect wiring wrong. During this time, I also asked if they could "re permit" the system to use 90 Amp fuses and they said it would take too long and they would get 85amp fuses in. They finally did re permit for the 90amp fuses months after I asked but no showed for several appointments to install them. Finally on Feb 2nd 2023, nearly a year later, APS approved the system. Still had some issues with the monitoring system and they never came to repair the paint/stucco damage I had also asked them numerous times to fix. During this time (Nov of 2022) after being delayed since June, I filed a BBB complaint and was promised, in writing in their public reply to the complaint, they would pay me for what my system would have saved me had it been operational during that time. When it came to final payment, I subtracted $2,500 as my bills were $2,721 during that time (the summer) and this was a 131% coverage system which was would have left me with a net credit with the utility each year. They only offered $1,481 as APS only pays me .09 per KWH, even though APS charges me more than that per KWH, especially during the summer peak usage which my system would have offset. So they then threatened to put a lien on my home which could lead to foreclosure over the extra $1,000 I refused to pay. Not wanting to deal with that, I opted to pay and now have to hire an attorney to get what I am due. Ultimately, this company lacks integrity, honor, and certainly doesn't provide for a good client experience. Buyer Beware!

RECAP: Bad experience. If I could choose again, I would not use Elevation. 08/17/22 - Solar project designs signed-off. Paid deposit. 10/05/22 - No updates for over 1-month. Permits approved. Project moved to installation phase. 11/08/22 - No updates received for 1-month. Made aware that Concierge #1 no longer w/company. Assigned a new Concierge #2. Installation scheduled. 11/11/22 - Panels installed. Crew leaves without notice despite being home. Called Elevation to find out status. Told job was done despite system not being fully set-up w/home WiFi. 11/14/22 - Paid 2nd payment. 12/01/22 - Elevation scheduled to meet w/City for inspection. Elevation is a no-show. 12/06/22 - Elevation rescheduled w/City. Discover that installation was not done according to approved design. Need plan revisions. Assured that "it's not as long as an actual permit, just like a week then we can re schedule your inspection." 12/15/22 - Assigned Concierge #3. Assured that she will "keep the ball rolling." 12/21/22 - Concierge #3 reached out. Claims City approval pending. 12/29/22 - Concierge #3 reached out. Claims City approval still pending. 01/06/23 - I call the City Building Dept myself. Told that Elevation 12/09/22 submitted design revisions, but City responded the same day saying plan was incomplete. No response from Elevation. Messaged Concierge #3 about findings - no response. Felt misled and loss of time. 01/12/23 - Messaged Concierge #3 - still no response. 01/16/23 - Concierge #3 responds, "...first day back in the office as I was traveling internationally..." No away messages. Nobody covering email/phone. 01/23/23 - Called City again myself. Received confirmation that revised plans now approved. Messaged Concierge #3 the news. 01/31/23 - Elevation a no-show again w/City inspector. I myself help City inspector w/roof inspection in order to avoid any further delays. 02/09/23 - Permission to operate by SCE granted. 02/15/23 - Elevation returns to set-up WiFi.

Of all the quotes received, Elevation had the lowest bid with quality design selection. Price wise, I would have love to select them. But the fact that they were the last to submit a bid and only after me prompting twice. They sent me a meeting scheduler and I selected a meeting at 6:30pm, they did not show up to the meeting, told me after that they only work until 5pm. Yet the scheduler had him open up until 7pm. Then some more back and forth trying to schedule another meeting. I decided not go with Elevation with the thought, if they have not received my business yet and I am having a difficult time getting a hold of them, then I can't imagine how it would be once I've signed with them.