Complaints

This profile includes complaints for ION Solar, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ION Solar, LLC

  44 E 800 N Orem, UT 84057-3905

  
• 

  ION Solar

  359 CR 202 #4 Kyle, TX 78640

• 

  ION Solar - Oregon

  9425 SW Commerce Cir Ste B22 Wilsonville, OR 97070

• 

  ION Solar, LLC - Virginia

  2697 International Pkwy Virginia Beach, VA 23452

• 

  ION Solar

  12702 Toepperwein Rd Ste 230 Live Oak, TX 78233

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:06/19/2025

  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.

  I am 71 years old just laid off my job of 20 years(forced to retire because of COVID and was appoaced by ION soliciting in my neiborhood. I completed application for loan and was approved. The solar panels was installed and approved by Henrico County. I was not informed the maintenance and the technology of the system. I switched internet company which set off a lot of problems. I was told I would get credit for the usage of electrics, I received my tax credit but had to contact ION for the information. Since I purchased the Solar system, no one has reached out to me for any question or problems I have instead they said they would walk me through resetting via phone. I feel I have been given false information, and the company has not followed up on the solar system and provided all the information, price and service. Leaving a 70 year old {Senior citizen) left with no incentives promised. Only to send a sales rep to add on more panels. I feel I was not treated fairly and left paying a bill for $24k loan and no service as promised. Also the salesman’s in the neighborhood was giving my name out as a reference.

  

  Business Response

  Date: 06/25/2025

  Thank you for sending this complaint over to us. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ION Solar has been attempting to reach the customer about the complaint, but we have been unable to make contact. ION Solar does not actively monitor customer's systems and so it is the customer's responsibility to monitor the system and report if there is an issue. Additionally: In the signed Customer Installation Agreement(CIA) on page 5 Section etc.
  
  
  OWNER AND CONTRACTOR RESPONSIBILITIES AFTER INSTALLATION
   Once installation of the Solar System is complete (which for purposes of this Agreement shall mean fully installed and ready to “flip the switch”), all of Contractor’s duties and obligations under this Agreement shall be considered delivered, fulfilled and completed with Contractor having no further obligations to Owner whatsoever except as expressly set forth in the Limited Warranty, a copy of which is attached to this Agreement as Exhibit A. To avoid any confusion and without in any way limiting the foregoing, Owner acknowledges that once installation is complete, Owner (and not Contractor) shall be responsible for any future/ongoing monitoring and maintenance of the Solar System. Contractor does not offer any ongoing services except as expressly set forth in Exhibit A. 

• Initial Complaint

  Date:06/19/2025

  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.

  I noticed one of my solar panels was damaged in January 2025. A tech from ION solar came to confirm. Requested to replace the panel. Invoice came on 3/7/25 gave me 2 weeks to pay for it. At least, 2 weeks passed, no contact from ION. Called customer service and was told they were waiting for the panel to arrive in warehouse. This kept going on till middle of May. Finally, I wrote a complain email to ION, ION told me they got a panel but it is different from what I have. Scheduled installation late May. Technician told me he did not have a critter guard, so it needs to be reschedule. Second attempt on 6/17/25, a technician called mid afternoon, told me he could not make it and I have to call to reschedule. Call customer service several times, turned out ION does not have my panel anymore or doesn’t know they have it at warehouse. Customer service said she needs to check with warehouse and call me within 24-48 hours. I asked what if no one call me back, she said call customer service then. It’s been 48 hours plus 20 minutes, no answer from ION.
  If this was going to take more than 3 months, why did ION needed money within 14 days, and I am losing money every single day with damaged panel.
  This was a very simple operation, pay for service and goods to get goods and service within reasonable timeline ( in 3-4 weeks).

  

  Business Response

  Date: 06/26/2025

  Thank you for sending this complaint over to us. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ION Solar has made contact with the customer to discuss their complaint. We are currently scheduled to return on 6/30, to install the solar panel and critter guard. We are in communication with the customer during this process to ensure they are being communicated with and provided updates on this status. 
  

  Customer Answer

  Date: 07/01/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23493539, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:06/17/2025

  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 am filing this complaint due to what I believe was a deceptive and potentially fraudulent sales interaction by an Ion Solar ***resentative.I scheduled a consultation with Ion Solar at my home. During the follow-up visit, a different ***resentative came and asked for my personal information, including my Social Security Number. I expressed concern, and he sent a link to my phone. He then offered to use his iPad instead, saying it was the same process.He led me to believe I was providing consent for a credit check as part of a home installation inspection. At no point did he disclose that I was about to sign a loan agreement. When I saw that my electronic signature had already appeared on the screen, I questioned it and said absolutely not. The ***resentative immediately closed the iPad and left quickly.He identified himself as ***, but I later confirmed through Dividend Finance that his real name is ******* ******.I did not authorize any loan or application, nor did I knowingly consent to the submission of any financial documents. I have Ring video footage of both visits and have filed a ***ort with the ************************. I am also contacting the *********************************************************, and I am p***aring a police ***ort.I am requesting BBBs assistance in ensuring Ion Solar:1.Acknowledges whether this *** was authorized to act on their behalf 2.Clarifies whether the use of false names is permitted or tolerated ********* this incident internally and provides a written response I am keeping a full record of all communications and will escalate further if necessary.

  

  Business Response

  Date: 06/26/2025

  Thank you for sending this complaint over to us. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ION Solar has made contact with the customer about this complaint. We have included the customer's information in our No Contact list. We have addressed the issue with the customer and we are currently internally investigating this claim further.
  

• Initial Complaint

  Date:05/29/2025

  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.

  They came out on 5.8.25, **** walked the roof. On 5.13.25, we received a rejection from Lightreach Financing, so we thought the deal was off. Then I received a text from w/ION Solar saying they would like to move on to the next stage. I returned the text saying we were turned down by financing, so we are done, we are no longer interested. She replied saying she was sorry and would add the text to my file. On 5.23.25, I got a call from Ion saying they did not turn us down. I said yes you did, I have a letter saying that. Then he said there was a cancellation fee of $1500. I said you have maybe 15 minutes in this. We have not paid them anything.

  

  Business Response

  Date: 06/06/2025

  Thank you for sending this complaint over to us. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ION Solar has made contact with the customer about their complaint. The customer was under the impression that since financing was rejected, the agreement would be cancelled. We do perform a Welcome Call with the customer to ensure that they are aware of the terms of their agreement and that they have read it to their satisfaction. In the spirit of resolution, we have agreed to cancel the customer's project without collecting cancellation fees.  Additionally: In the signed Customer Installation Agreement(CIA) on page 3 Section etc.

  CANCELLATION

  YOU (HOMEOWNER) MAY CANCEL THIS AGREEMENT AT ANY TIME PRIOR TO MIDNIGHT ON THE TENTH (10TH) DAYS AFTER YOU HAVE SIGNED IT. To exercise this right, Homeowner must call (**** ******** and speak with our resolutions department or send written notice of cancellation to our corporate office at: **** * ********** ***** ***** ****** ** ****** A form (and a copy) of “Notice of Cancellation” accompanies this Agreement. If Homeowner requests to cancel more than ten (10) days after the Effective Date of this Agreement, the following cancellation fee(s) shall apply, any and all such cancellation fees shall be compounding, if Homeowner cancels: (i) 1-10 Days after signing this Agreement – no fee; (ii) after site survey - $500; (iii) after final CAD design has been completed - $1,000; and (iv) after permit application has been submitted - $2,000.

  Customer Answer

  Date: 06/09/2025

  
  
  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:05/23/2025

  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.

  A salesperson came to our house one night and gave us a quote for solar panels. We were indecisive and he told us it was no obligation, just sign for a free site evaluation. He said no catch at all so we signed. Now, we have decided not to go through with the solar panels and they are billing us $1,500.00 for the site eval and CAD design per the customer agreement he had us quickly sign and not read on his ipad and told us it was no obligation and free which we verified with him multiple times. Now they are telling us to either get the panels or pay the cancellation fee. IF we do not pay they will send us to collections.

  

  Business Response

  Date: 05/30/2025

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ********************** performs a Video Call Pilot with the customer to ensure they have had an opportunity to review their agreement to their satisfaction. During that video, the customer is asked if they understood the cancelation fee if they do decide to cancel 3 business days after signing, to which the customer selected, "I understand". We can provide the customer with their CAD design and site evaluation photos. Additionally: In the signed Customer Installation Agreement(***) on page 7 -
  
  CANCELLATION

  YOU (OWNER) MAY CANCEL THIS AGREEMENT AT ANY TIME PRIOR TO MIDNIGHT ON THE THIRD (3rd) BUSINESS DAY AFTER YOU HAVE SIGNED IT. To exercise this right, Owner must call ************** and speak with our resolutions department or send written notice of cancellation to our corporate office at: *****************************************. A form (and copy) of Notice of Cancellation accompanies this Agreement. If Owner requests to cancel more than three (3) business days after the Effective Date of this Agreement, the following cancellation fee(s) shall apply, any and all such cancellation fees shall be compounding, if Owner cancels: (i) 1-3 Days after signing this Agreement no fee; (ii) after site survey - $500; (iii) after final CAD design has been completed
  - $1,000; and (iv) after permit application has been submitted - $2,000.

• Initial Complaint

  Date:05/20/2025

  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.

  I signed up for solar with ion solar they began charging me with interest for my unit but it turned out I didn’t even have the inspections necessary to use the unit I have sent 20 requests online for a payoff amount and I have emailed as well and they are not responding, I haven’t received any of the dividend payments they promised and haven’t received responses to that I want this service negated

  

  Business Response

  Date: 05/28/2025

  Thank you for sending this complaint over to us. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ION Solar has made contact with the customer and discussed the complaint further. ION Solar received the inspection approval on 11/20/2024 and the Utility Company approval on 12/5/2024. The requests for payoff amounts should be directed to the financing partner, Dividend and we have informed the customer that they would be able to provide that information. ION provided the warranty information to the customer per their request. The customer also is selling the home and requested the Transfer of Ownership so that the new homeowners can have the warranties transferred over to them.

  
  

• Initial Complaint

  Date:05/18/2025

  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.

  Faulty equipment, non communicative customer service. I have been requesting help for close to two full years to no avail. They now say I have an overdue “bill” for a service they never supplied and no one has communicated with me about scheduling much needed tech assistance.

  

  Business Response

  Date: 05/21/2025

  Thank you for sending this complaint over to us. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer.  ION Solar has made contact with the customer to and discussed the complaint. ION Solar has agreed to waive the service fee as a one-time courtesy. After the service appointment has been completed, ION will verify the system is functioning as it should. 
  

  Customer Answer

  Date: 05/21/2025

  
  
  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:05/14/2025

  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.

  My Solar has been off for a month, one of the breakers tripped and keeps tripping everyday around the same time. I called Enphase and did troubleshooting over the and the issue requires a Technician. Its took a couple days before service call to send a $250 bill to have someone come out to look at my system. I paid and it was another 3-4 days before scheduling call and made an appointment for the next week 13th May 2025. The Techs came checked everything out and they were at my home for 4 hours, they said they had to rewire somethings. So my solar has been working fine for 2 years and then starts tripping breakers and "the Tech" says it was wired wrong... Please make this make sense.

  

  Business Response

  Date: 05/21/2025

  Thank you for sending this complaint over to us. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ION Solaris working with the customer and we had an appointment take place on 5/20/2025 to determine and troubleshoot the issue. We are working with the customer to ensure that the system is operating and producing properly.
  

• Initial Complaint

  Date:05/13/2025

  Type:Customer Service 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.

  Around the end of the month of April 2025 a salesman from ion solar, approached our door and wanted to speak to me about addingsolar panels to the top of our house before he entered our house. He stated that there would be no upfront cost to me or my wife And Ill be quite honest. That was the only reason why I let him into the door. I asked several times before he continued. They truly is no upfront cost to signing up for solar panels. Our salesman continue to say yes he went over his whole speech explained everything and not once did mention that me and my wife would have to put up any upfront money he did state that we would get tax credits from **** upwards to 30% That we can either keep or we could put it back into the purchase of the solar panel panels he did explain that we would be paying on a monthly basis for the solar panels around $105 or between $149 which that part I agreed to, but yet there was nopaper signed from this Conversation I stated that I would need to speak with my wife and he would come back to do so. Two days later, my wife washome and he stated the exact same scenario that he stated to me a couple days earlier than me and my wife would not have to have any upfront for the solar panels so we agreed we went through the process. We signed a couple of papers to get the process started now we are getting emails of that we have 30 days to pay upward front cost that we were misled and towed that we did not have to pay when I spoke to the company callcenter. They had stated oh we apologize that you were lied to can you please sign the papers and continue your process During the conversation with the salesman we had prior to be calling a call center I was told that me and my wife can cancel any time I proceeded to cancel and have consistently been given the runaround and they will not allow me to cancel. I just want to cancel the service. I just want to cancel the service with this company.

  

  Business Response

  Date: 05/16/2025

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ********************** has made contact with the customer and discussed the complaint and we have come to a resolution. ION Solar will cancel the project without any penalty. Additionally: In the signed Customer Installation Agreement(***) on page 3 Section etc.

  DESIGN AND INSTALLATION SPECIFICATIONS

  NO EMPLOYEE OR REPRESENTATIVE OF CONTRACTOR IS AUTHORIZED TO MAKE ANY PROMISE TO YOU THAT IS NOT CONTAINED IN THIS AGREEMENT (WHICH INCLUDES THE DESIGN AND INSTALLATION DOCUMENTS) CONCERNING COST SAVINGS, TAX BENEFITS, OR GOVERNMENT OR UTILITY INCENTIVES. YOU SHOULD NOT RELY UPON ANY PROMISE OR ESTIMATE THAT IS NOT INCLUDED IN THIS AGREEMENT.
  

  Customer Answer

  Date: 05/16/2025

   
  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:05/02/2025

  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 transferred my solar panels upon purchasing our home. It costs hundreds of dollars to transfer and pay for a technician to come out. I paid over a month ago and I still cannot get anyone to come out. I scheduled an appointment for May 2 and a week later, a *** calls me saying I have no appointment on the books. He (along with two other ***s) continues to tell me to call **************** where I am met with long wait times and they don't call you back! Finally May 2 comes and the tech who is supposed to visit says he can't do the job because it's lightly raining. I ask for support to reschedule. No response. This company collects your money and will not service the equipment! Their customer service is incentivized to get you off the phone as fast as possible. They will never call you back. My entire solar system is generating 4kWH per day and they won't fix it. You're better off reviewing the terms of the warranty than choosing this company.

  

  Business Response

  Date: 05/09/2025

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ********************** has made contact with the customer regarding their complaint. We have discussed the issue and collected feedback to provide to the appropriate departments. The customer has been scheduled for a return visit on 5/13/2025, so we are now waiting for that date. We have been in communication and will confirm with the customer that the work was completed and the system is fully operational.