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, LLC - Virginia

  2697 International Pkwy Virginia Beach, VA 23452

• 

  ION Solar

  12702 Toepperwein Rd Ste 230 Live Oak, TX 78233

• 

  Ion Solar LLC

  2840 S 36th St Ste 6 Phoenix, AZ 85034

• 

  ION Solar

  9111 Jollyville Rd Ste 104 Austin, TX 78759

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:03/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A sales rep from Ion Solar came to our home and explained all the savings we would have by going solar due to the increase in energy costs in future years. My mom (**********************************) and I own a house together and have always considered going solar, but never pursued it until know. We have no complaints against the entire install process. We do have a complaint about what was sold to us about the Federal Solar tax rebate. He very thoroughly explained the "rebate" that covers the install and structured my moms loan around it. He explained the importance of filing her taxes as soon as she could and when she received the "rebate" she would need to immediately apply it to her loan or her payments would go up considerately. My mom went to H&R block to have her taxes done two weeks ago and there is no rebate like the sales rep sold us on. Now with the increased payment along with $100 plus PGE bill every month our electric bill will almost double.

  

  Business Response

  Date: 03/27/2024

  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 be in contact to work towards a resolution with the customer.

• Initial Complaint

  Date:03/14/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ion Solar has repeatedly contacted me, and each time I have asked them to stop. They have contacted me at minimum 15 times now. I do not want their service, I do not want to hear from them.

  

  Business Response

  Date: 03/15/2024

  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 add this individual to our 'no knock' list. ION Solar has trained our Sales Representatives to respect 'no soliciting' signs and action is being taken internally to refresh this training.

  Customer Answer

  Date: 03/16/2024

   
  Complaint: 21432700
  
  I am rejecting this response because:
  

  IIt was not the person who came to my door, it was the callers and texters that have not been listening. I've been getting upwards of 3 calls a day. 

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

  

  Business Response

  Date: 03/18/2024

  When we received this complaint, we informed our ********************* to place the homeowner on the No Call list. This feedback will be addressed with our sales representatives to help provide a refresh on trainings.

  Customer Answer

  Date: 03/18/2024

   
  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:03/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The panels in my home are not working properly as guaranteed by Ion Solar. Our panel are supposed to produce enough energy for our home and they have not. This is causing our electric bill to be $250 in a brand new home plus $150 panel fee. We were promised that a representative would come to our home and inspect each panel under our 30 warranty and no one will reach out to us for this. Per our contract, these panels are still under warranty and they are not working to efficiently produce energy and Ion Solar is doing nothing to help us. We spoke with someone over text message who we advised to call us... they didn’t reply for 3 hours and then said well can we speak tomorrow. We don’t have tomorrow or the next day. This is money out of our family’s mouths and it’s crazy the lengths I’m having to go just to get some assistance. I paid over 30k for panels that are working. Wouldn’t you be upset? On top of that you have a business that doesn’t seem to want to lift a finger to make it right. Fix my panels .. take them off.. JUST DO SOMETHING.

  

  Business Response

  Date: 03/15/2024

  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, ION Solar will review this complaint and will work towards a resolution with the customer. ION Solar attempted to call and text the customer regarding a Google review that we received. Prior to then, we do not have any record of the Customer reaching out to get any assistance with their system. The last communication we show with the Customer, prior to us reaching out about the Google review, was 12/8/2022. The Customer's system was built off of the utility bills they provided at the initial point of sale. ION Solar cannot guarantee system production or utility savings as stated in the Customer Installation Agreement. Furthermore, the Customer's system shows no visible issues. Based on the monitoring system we provide to the customer, the Month-to-Date shows 106% of estimated production, whereas the Lifetime shows 95%. ION Solar does not actively monitor our Customer's systems and it is the Customer's responsibility to monitor and report any issues they have. The final design that was approved for installation lists the estimated 1st Year Production as 8,866 kWh; the Customer's 1st Year produced 9,280 kWh, above the estimated numbers. This is a scenario where the Customer is using more power than what the system was designed to cover. If the Customer would like to add additional panels to offset the remaining usage, that is something that we can help assist with.
  
  Additionally: In the signed Customer Installation Agreement(CIA) on page 3, page 5,
  DESIGN AND INSTLLATION SPECIFICATIONS:
  Owner acknowledges that except for the “System Size” and “Total System Price” all other information presented to Owner and/or set forth in any of the Design and Installation Documents relating to or specifically labeled as “Estimated Yearly Production,” “Impact of Energy Efficiency”, “Estimated Consumption and Production”, “Estimated Offset”, and “Estimated Savings” is subject to change and constitutes good faith estimates only which are subject to a variety of factors completely beyond the control or specific knowledge of ION and which, therefore, cannot and shall not be construed as constituting any form of guarantee or contractual term, condition, or commitment by ION to Owner.
  
  POWER OUTAGES/ONGOING UTILITY PAYMENTS:
  Owner understands and accepts that the Solar System will be installed in such a way that it is tied to (rather than independent of) a public utility grid that, unless specifically listed in the section entitled “Components of Solar System Installation,” does not include a power back up source. Among other things, this means that whenever the public utility grid is out of service, the Solar System will automatically shut down until the public utility grid is once again active and in service. Being tied to the grid (even if there is a power back up source) also means that Owner will continue to receive utility statements and bills for which Owner (and not Contractor) is responsible and liable. Owner shall not at any time hold Contractor responsible for any power outages and/or utility bills.
  
  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.

  Customer Answer

  Date: 03/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they contacted me and I immediately responded. They didn’t call me as you can see from these messages. 
  
  
  
  Sincerely,
  
  
  
  ****** & ****** *****

  

  Business Response

  Date: 03/18/2024

  ION Solar called the Customer initially on 3/6/2024 and left a voicemail. ION Solar sent a text message on 3/12 to establish communication and set up a phone call. Because a response was not given in a couple of hours, this led up to this complaint. The Customer is using more than what the system was designed to cover, but there are no issues present with the system's production. As of right now, the Customer's system is producing what it was estimated to produce. The Customer's system has produced a total of 9,280 kWh in their first year, when the system was estimated to produce 8,866 kWh's. If the Customer would like to add on additional panels to their current design, we can assist with an add-on system.

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My solar stopped producing in June of 2023. We had a zero reading on production and reached out to our company for answers. It has been 9 months and our unit is still down and not producing solar, while I am stuck paying the lease payment monthly on top of paying a large power bill.We have called and emailed the company over 120 times. Sometimes daily for weeks on end. We are given vague answers, empty promises, long excuses and no results. We have worked for weeks to get a technician out only to have them no show, or come without parts, or take a reading with no follow up or direction. We have records of calls, emails and site visits. But we don't have the solar we are paying for!As a family that works in software sales, retail and finance, we know the difficulties businesses face with inventory, labor, and customer service. But we also know this is unacceptable and as managers we would never allow this to happen. Something needs to be resolved. We want our unit working and reimbursed for the lease payments. Or we want the solar removed since I no longer have any faith in this company to resolve issues.

  

  Business Response

  Date: 03/18/2024

  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 be in contact with the Customer to work towards a resolution. ********************** is further investigating the system's issues and the status of the replacements from the manufacturer.

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21429091
  
  I am rejecting this response because:

  Ion Solar,

  
  

  Thank you for contacting us after the BBB complaint. We were told the parts are still being ordered (same story we have heard since last July, 9 months ago). And then we were updated the parts supplier needs new pictures of our unit in order to send parts. This is the SECOND OR THIRD time you have come out to take pictures. Where are the other pictures?  We offered to take pictures or video to help speed up the process. We were told a technician would be able to come to our house in TWO WEEKS to take pictures. (As of today still no technician has shown up). Then the pictures will need to be sent to the supplier, then wait for parts, then I'm sure another delay to install. And every past attempt has resulted in wrong parts and more excuses. This is just ridiculous this has gone on so long. ***** spare parts!  Or you should just switch out our entire system if we can't get parts. 9 months of no solar production and still paying our lease payment PLUS all our power bills. 

  
  

  Sincerely a frustrated customer,

  Mindee 

  

  Business Response

  Date: 03/28/2024

  We are working to resolve the issue. Now that we have been involved further, we are assisting to help move this forward and resolving the customer's complaint. After speaking to the manufacturer of the equipment, they required additional photos and we wanted to make sure we had them also. The Customer also requested to have some of the wiring to be adjusted, so we wanted to have the technician map out the best route to have that done. We are working to resolve the customer's complaint, but we also need to make sure the necessary steps are taken so we can resolve this sooner.

• Initial Complaint

  Date:03/11/2024

  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.

  We got ION Solar installed on our roof March 17, 2022. We were told several things by the sales associate that turned out to be false, including receiving $16k in tax refund (advertised claim), installation of a consumption meter (advertised as "comes with the system", was never installed), an SREC account set up on day of installation (advertised as "day one"; it was not set up until two years later, even after we constantly asked about it), and never having to pay for electricity from the grid again (Advertised claim; we have had to pay over $300 this year because of malfunctioning panels, plus paying off the loan at the same time; and we've had to pay for grid electricity several times over the last two years). It took two years for our SREC account. ********************** did not choose to clarify or apologize when the issue was brought up.Today (03/11/2024) is the last straw. We had scheduled a service appointment for 03/04/2024 in order to perform maintenance on the system (as two panels were showing as not producing) and to install the consumption meter. No one showed; no notice, no phone call. I had to call to find out what was going on. I did not get a real answer, and no explanation for why I wasn't informed before wasting my day waiting for a technician. Today, I received a message about rescheduling the service appointment for the 19th of March, which is conveniently just past their two-year service warranty. As well, I have been told that I have to pay $500 for the consumption meter and labor costs before an appointment will be scheduled. All of this tells me that ION Solar is running a scam to get as much out of "customers" as possible. Their sales associates are scummy, clearly trained to blatantly lie to potential customers and steer them toward making the most expensive decisions.

  

  Business Response

  Date: 03/13/2024

  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. At the initial point of sale, we provide a proposed design that shows the estimated numbers and savings that we estimate with the system. These numbers we provide are in good faith estimates as ION Solar does not guarantee system production, utility savings, and tax rebates. The consumption meter was not included with this Customer's ********************** installation and in order to have the part installed, there would be a cost for the equipment and for ************** to do the work. ION Solar has 
  
  Additionally: In the signed Customer Installation Agreement(CIA) on page 3 and on page 5:
  
  DESIGN AND INSTALLATION SPECIFICATIONS:
  Owner acknowledges that except for the System Size and Total System Price all other information presented to Owner and/or set forth in any of the Design and Installation Documents relating to or specifically labeled as Estimated Yearly Production, Impact of Energy Efficiency, Estimated Consumption and Production, Estimated Offset, and ***************** is subject to change and constitutes good faith estimates only which are subject to a variety of factors completely beyond the control or specific knowledge of ION and which, therefore, cannot and shall not be construed as constituting any form of guarantee or contractual term, condition, or commitment by ION to Owner. Owner, not ION, is ultimately responsible for Owners utilization (or lack thereof of the Solar System and as such for any production, efficiency, consumption, production, or savings realized by Owner.
  NO EMPLOYEE OR REPRESENTATIVE OF US 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.
  
  POWER OUTAGES/ONGOING UTILITY PAYMENTS:
  Being tied to the grid (even if there is a power back up source) also means that Owner will continue to receive utility statements and bills for which Owner (and not Contractor) is responsible and liable. Owner shall not at any time hold Contractor responsible for any power outages and/or utility bills.

  NO TAX CREDITS GUARANTEED:

  During the sales process, it is likely that Owner was informed of general tax credits and incentives that, generally speaking, may be available to users of solar energy. However, by signing this Agreement Owner expressly confirms and agrees that at no point has anyone (including but not limited to Contractor) ever analyzed Owners specific tax situation or ever promised or guaranteed Owner any specific tax credit(s), rebate(s), incentive(s) or the like. Owner acknowledges, agrees, and accepts that no one, except Owner and Owners tax advisors (which Contractor is not), is/are in a position to know what specific tax credits/incentives/rebates may or may not be available to Owner based on a variety of factors entirely unknown by Contractor such as Owners finances, tax filing status, ******** AND OTHER FEDERAL, STATE, AND LOCAL INCENTIVES VARY AS TO REFUNDABILITY AND ARE SUBJECT TO CHANGE OR TERMINATION BY LEGISLATIVE OR REGULATORY ACTION, WHICH MAY IMPACT SAVINGS ESTIMATES. CONSULT A TAX PROFESSIONAL FOR MORE INFORMATION. Owner hereby agrees that Contractor is absolutely not responsible for anything related to any tax credits, rebates or incentives whatsoever and to that end hereby forever releases and waives any and all claims which Owner may have against Contractor (or any of Contractors agents or assigns) which arise from or relate to the availability or non-availability and/or the amount(s) of any specific tax credit(s), tax incentive(s), tax rebate(s) as well as any and all other claims arising to or pertaining to Owners taxes.

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21415054
  
  I am rejecting this response because: All of what was provided was **not** provided during the initial sales briefing. The contract was provided after and we were rushed through the signing process, without time to read thoroughly. I am also rejecting this response because the representative who spoke to me yesterday and the response provided through the BBB portal did not at any time mention better training for the sales associates in order to prevent false advertisement and false assumptions. This leads me to believe that they are not at all apologetic for the ** we (and likely others) have had to deal with. We have not received any information for a maintenance service appointment on the panels that are malfunctioning, only a promise that it will happen. As ION Solar has not fulfilled previous promises, I am not holding my breath. Additionally, unless it happens in the next two days, it will be outside our 2-year warranty, which makes me certain that they are dragging their feet on getting our panels serviced in order to squeeze more money out of us. So no, I am not accepting the business's response.
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 03/15/2024

  ION Solar reached out to speak to the Customer regarding their complaint. We collected the feedback regarding the complaint and will be using it to better our processes. ION Solar completes a Welcome Call with the customer at the beginning of the project to ensure that the customer has had enough time to review their agreement to which this Customer accepted and agreed to these terms on a recorded line. To help provide a resolution to the complaint, we have offered a discount to the equipment that was not included with the Customer's Installation Agreement. We informed the Customer that we would honor the service warranty to resolve the system's issues because the Customer did also inform us before their service warranty expires. We are waiting for a reply from the Customer on how they would like to proceed with the resolution that was offered.

  Customer Answer

  Date: 03/15/2024

   
  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. However, should the company go back on anything discussed or offered, I will be reopening the complaint. I am willing to give them another try to make up for everything so far, as I've discussed with their representative. But I need ION Solar to ***show*** me they can deliver on their promises, because so far all they've done is disappoint us.
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ion Solar have given every excuse under the sun to NOT come out and fix our system that was installed a year and a half ago. We had 10 solar panels installed and NOT ONCE have we received a credit from our electric company. We use very little power but we're stuck paying for panels AND an electricity bill. NINE phone calls and nonsensical responses and flat out refusals to look into this every single time. Total scam.

  

  Business Response

  Date: 03/08/2024

  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. ********************** has contacted the Customer about the complaint and we were able to discuss it further. The system was built based off of square footage because there was not enough usage in the home yet. The system has been performing as estimated and no errors were appearing to indicate that a service technician would be needed. After explaining the system's nature to the Customer, we will be working with them to have ************** return and double-check the system to help provide some peace of mind with the installed solar system. Additionally: In the signed Customer Installation Agreement(CIA) on page 3, ************** And Installation Specifications,

   

  Owner acknowledges that except for the System Size and Total System Price all other information presented to Owner and/or set forth in any of the Design and Installation Documents relating to or specifically labeled as
  Estimated Yearly Production, Impact of Energy Efficiency, Estimated Consumption and Production, Estimated Offset, and ***************** is subject to change and constitutes good faith estimates only which are subject to a variety of factors completely beyond the control or specific knowledge of ION and which,
  therefore, cannot and shall not be construed as constituting any form of guarantee or contractual term, condition, or commitment by ION to Owner. Owner, not ION, is ultimately responsible for Owners utilization (or lack thereof of the Solar System and as such for any production, efficiency, consumption, production, or savings realized by Owner. NO EMPLOYEE OR REPRESENTATIVE OF US 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

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During solar panel installation, our roof was damaged causing a leak. The panels were removed and the roof repaired. Now they want us to buy new panels because the original ones were "damaged". Even if the panels were damaged before removal, had it not been for Ion Solar's negligence in the first place we would have panels working, as they claim, in a diminised capacity, but we would have SOMETHING. Now I have $18000 worth of panels sitting on my deck and they want us to pay another $4000 to fix their negligence.

  

  Business Response

  Date: 02/29/2024

  ION Solar discovered critter damage on the customer's roof, *** performed the roof repairs at no cost to the customer. During inspection, we discovered that critters had caused electrical damage to the solar panels. Despite the damages the solar system was still operational, to some extent. During the reinstallation of the panels after roof repairs, we discovered that the critter damage was more extensive than we had initially thought. As a result, the panels would be nonfunctional. Under our warranty disclaimer, all critter damage is considered an Act of God which excludes it from our warranty.
  
  In our effort to resolve the complaint, we offered to replace the damaged panels with a 60% discount covering both material and labor.  We offered to upgrade the customer's panels to better ones at the same discounted price since the original panels are no longer manufactured. After all our efforts, the *** Customer rejected our resolution and demanded new panels at no cost.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21360150
  
  I am rejecting this response because:  They are only interested in their bottom line.  They spent a feeble attempt to dispute that the water damage was not caused by their installers.  Now instead of panels providing a diminished output (which would be acceptable) or the new panels that I cannot afford, I am left with panels in my business' workspace that if I takethe time and effort to haul them to the dump, *** will charge me for their disposal.  They are experts at appearing to help, while only caring about their bottom line.  

  Now not only do I have no electricity being provided but I have lost $4000 worth of lost work area because of panel storage. *** owes me $300 for diminished work capacity.  The panels are cumbersome and have severely limited the ability to use the area for our LLC.

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

  

  Business Response

  Date: 03/07/2024

  It is important to note that ION provides clear and upfront warranty disclaimers in ************************ Installation Agreement. ******************** has agreed to these disclaimers, which explicitly state that any critter (animal) damage is considered an Act of God and would void the manufacturer and service warranties. As the panels currently located on Mr. ********* property are his and his alone; he is welcome to use or dispose of them as he sees fit. *** will also not reinstall the damaged panels due to the potential electrical risk that it could present.

  
  As ******************** has mentioned, *** had to verify that the water damage to his roof was indeed caused by the solar installation. Once this was confirmed, ION fulfilled our warranty disclaimer and took responsibility for repairing all the roof and water damage at our own expense, which amounted to over $5,000. ION has fulfilled its warranty obligations to ******************** and is under no obligation to provide him with free panels due to critter damage. *** went above and beyond to address ************************ roof leak, including offering upgraded panels at a 60% discount. *** will always honor our warranty disclaimers as stated in the installation agreement, as we are a customer-oriented company.  *** feels it has been more than fair to Mr. ********* complaint and will not be giving him panels for free which he has repeatedly requested. ******************** has attempted to file multiple complaints with the BBB and each has been dismissed based on the work that we have completed.
  

  
  

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21360150
  
  I am rejecting this response because:  *** has done everything possible to avoid  accepting responsibility.  First person sent to see the damage said he drove an hour but had no tools, not even a flashlight.  His role was to pass the buck and hopefully have us pick up the tab.  Second person came out and said **** wasn't from the panels, even though roof is covered with panels and the leak was directly underneath them.  We were told it was our responsibility again.  Third person was a higher up who met with our contractor, and was able to see that the panels were the cause of the leak.  
  
  Thankfully USAA insurance actually has the opposite customer service policy from Ion and got us taken care of quickly.  *** was asked to remove between 4 and 6 panels to allow for roof repair.  *** removed ALL the panels and then claimed they were damaged and wants us to buy more.
  
  Put the less efficient panels back, as while I had to wait through all of ***'s stall tactics my electricity went from the $80 range to around $350, month after month.  ***'s delay is the reason I can't afford new panels.  Even these "damaged" were producing some electicity, if not to their full capability. Which was better than I have now. Now we just have unusable work space for our upholstery business while *** wants to grab more money.

  Storage rate for these panels exceeds what they claim is the discounted price for the panels.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/23/2024

  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.

  Misrepresentation in Solar Sales and Request for Cancellation Without Fees I am writing to file a formal complaint against ION Solar, regarding the misrepresentation of their solar product by their sales representative.A sales representative from ION Solar visited my home and presented information that I later discovered to be false and misleading. The misrepresentations included false information regarding product warranty, service charges, sizing of the solar system in relation to the size of my home, and actual system production in normal conditions as well as exaggerated energy savings, and misleading warranty terms.Based on this misinformation, I decided to sign up for the solar system offered by ION Solar. However, upon further research and consultation with other reputable sources, I found substantial discrepancies between the information provided by the sales representative and the actual features and benefits of the solar system.Due to the misrepresentation and the lack of transparency, I no longer wish to proceed with the purchase of the solar system from ION Solar. I believe that I was misled into entering into a contractual agreement under false pretenses. I am seeking your assistance in ensuring that I can cancel the contract without incurring any cancellation fees.I kindly request the Better Business Bureau to investigate this matter and intervene to facilitate a cancellation without financial penalties imposed by ION Solar.I appreciate your prompt attention to this matter and look forward to a resolution that upholds fair business practices and protects consumers from deceptive sales tactics.Thank you for your assistance.

  

  Business Response

  Date: 02/27/2024

  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. ********************** does also perform a "pilot call" with the customer to ensure that they are aware of the contractual commitment that is being signed. Additionally, in the signed Customer Installation Agreement on page 6:

  CANCELLATION -

  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 *** design has been completed - $1,000; and (iv) after permit application has been submitted - $2,000. In addition to these cancellation fees, Owner shall be responsible for (i) any and all costs incurred by a third-party in preparation for the installation of solar and (ii) any third-party financing/loan agreements. If Owner requests to cancel more than three (3) business days after the Effective Date of this Agreement in order to enter into a solar agreement with a separate company, Owner shall pay to Company a cancellation fee of $3,500.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21339816
  
  I am rejecting this response because:

  The whole presentation by ION Solar was false and deceiving.  None of the information provided by ******* was correct.   They simply presented lies in order to trick me into signing their so called agreement.  This signed agreement should be voided by law because it is based on fraud and misrepresenntation.

  And then, when I found out the truth and try to cancel they threaten me with so called "cancellation fees"   They want to charge me $3,500.00 for cancelling their fraudulent agreement.

  This companu make a living out of this fraud, they even have a whole department they calle it, "the Retention Department".   In this ********************** there is full time company employees their only job is to keep calling and harrassing customers who want to cancel,  there is a guy by the name of *****, he is the head of that department, all what he does is threatening me with a $3,500.00 fee if i try to cancel, never mind that the whole contract was based on fraud and deception, they care less about that, that guy and his partners try to shove their solar system in my throat, I keep blocking their phone number, and then they call me from a different number, I blocked seven numbers but they keep calling from a different numbers threatening me with forclosure on my house and sending me to collection if I do not pay them $3,500 or alternatively to buy their solar system whether I want it or not.

  I offer them to pay them back for the solar permit, which only cost $200 but they refused. I asked them to provide receipts for the $3,500 they claim I owe them, but they provided nothing.

  IOn Solar never installed their solar system in my house, they never gave me anything, and they do ***************** to let go.

  I discovered that all the information they told me were false, i just simply want them to go away to stop harrassing me and to stop trying to extort my money.

  Please help me, this is a con organization, and that is how they make their living lying to customer and then trying to extort customer money.

  Please help me, keep these people away from me, no phone calls, no text messaggess, no knocking on my door.  Thank you

  
  Sincerely,
  
  Ral **

  

  Business Response

  Date: 02/29/2024

  ION Solar has attempted to discuss the submitted complaint with the Customer. ********************** did not install the system, that is correct, but there were additional steps that took place for the customer's project before the request to cancel was made. As outlined in the signed Customer Installation Agreement, a cancelation fee would be due if cancelation was requested after the customer's 3 day right of rescission has passed. We outline the cancelation fee for different points of time up until installation. During that time, we are completing a site survey at the home, completing electrical designs for the project, and requesting permits and approvals through the *************** and City or County. There was no notice of cancelation that was provided to us and the Customer canceled their loan to go with another company. There were also no concerns that were brought up by the Customer and communication from the Customer stopped after multiple attempts to progress the project.
  
  We would be happy to provide the information on why the cancelation amount is $3,500. Unfortunately, the Customer is blocking our numbers and we are not able to discuss the filed complaint.
  
  Additionally, in the signed Customer Installation Agreement, on page 6:
  
  Cancellation -
  
  If Owner requests to cancel more than three (3) business days after the Effective Date of this Agreement in order to enter into a solar agreement with a separate company, Owner shall pay to Company a cancellation fee of $3,500. 

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21339816
  
  I am rejecting this response because:

  Here, there is nothing to discuss with ION Solar. The facts are clear.  They were only able to obtain my signature because; and only because, misrepresentation and false claims made by their sales representative.  The whole document that they trickedme into signing is void as a matter of law.
  They keep referring to the cancellation clause but they intentionally choose to ignore the fact that the whole document is void and unenforceable as a matter of law because it was obtained by fraud and misrepresentation.
  ** simply asking them to go away, to leave me alone, and to stop trying to extort my money.
  Just for the record, the so called $3,500.00 cancellation fees is just another evidence of how corrupt this ION Solar is.   They only spent $200.00 to obtain the solar permit, and another $185.00 for the site survey.  That is all.  That is all what they spend!  It is worth nothing that their so-called cancellation fees used to be $1,500.00 just two months ago, and now it is $3,500.00. 
  Their business model is so shady, first they trick customers into signing using false claims and misrepresentations, and then when customers discover the fraud and cancel, they refuse and threaten customers with a $3,500.00 cancellation fees, or foreclosure on their homes, or sending customer to collection, or putting a lien on their housewhat kind of business model is this!
  Another example of how shady this ION Solar is, they were attempting to charge me $42,000.00 for installing 20 solar panels in my house, and then I discovered that they were charging one of my neighbors $26,907.00 for installing 25 solar panels on his house, plus they were giving him $4,200.00 in rebates, for the [SAME] equipment!   So, this guy was going to get 25 solar panels from ION (five panels more than what I was getting) for a net cost of $22,707.00 while they were charging me $42,000.00 for getting 20 solar panels! What kind of shady company is this!  (See exhibit uploaded).
  This Ion Solar should be referred to the Attorney General for investigation of their business practices and for ripping customers off.
  In summary, there is nothing to discuss with ION Solar, just please order them to stop harassing me at work and at home, and to leave me alone. 

  
  
  Sincerely,
  
  Ral **

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First the sales man knocks on my door with a No Soliciting sign posted. The solar panels were installed in October 2023. Another rep comes out to confirm the install. There was a panel that kept losing connection so they call to have it troubleshoot and it begins working. Within a week they come back out because it was not working. They home office said they would resend the signal and a week later it was replaced. Then the 1st ION inspector comes out says wires are an issue so another week and the install team is out again. At this point there is a roof leak. 1st guys putty's around the hole but still have a hole. 2nd tech gets the hole filled. 3 people take photos of damage before a contractor is called for ceiling repairs. Now we have had 3 no call no shows for inspection. On 02/14/24 an Inspector comes out that says it won't pass for 3 missing screws. Says he will come out Thursday to complete. Thursday became Saturday. Saturday became next week. Now we are on schedule for today and have already missed the time the Inspector is supposed to be here. I have been available numerous times for this company to not show. Have been waiting for an inspection or repairs for at least 2 months. The home office always blames the field and the field always blames the home office. This is 1 company and this has become a very childish experience.

  

  Business Response

  Date: 02/27/2024

  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. ********************** has reached out to the Customer to discuss the complaint in detail.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21325754
  
  I am rejecting this response because: there has not been a resolution at this time. Still waiting for ion to complete the investigation
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/04/2024

  ION Solar is working with the Customer to complete the project. We have been in communication with the customer and further assisting to get the Permission to Operate from the Utility Company.

• Initial Complaint

  Date:02/10/2024

  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.

  Good day,My complaint is I feel like ION Solar and ********* has abandoned me. I also feel like I was a victim of the bait and switch scam. We purchased the solar panels under the impression that they were going to relieve us of our electric bill however, that was not the case. When we started to receive these credits from ********* they were only for $43-$45. That doesn't even cover the cost of the panel payments and doesn't come any were near covering our electric bill. When I questioned ION on this they advised me that the panels were only going to relieve 30-33% of our electric bill. Why would I agree to pay more for the solar panels then what they produce in electricity? We purchased the panels 2 years ago.Fast forward and as of Dec, 23 they are not able to read or receive output from our panels. They sent me instructions on how to reset the box and I did what the instructions said and the panel still isn't sending out the information to ION or ********* so I can get what little credits the panels are producing. On 01-28-24 emailed ION and ********* to express my dissatisfaction with the panels and their service. I sent 2 more emails to them, one on 02-01-24 and the other on 02-06-24 expressing my dissatisfaction with their service and to see why no one has replied to my emails for service. No one has responded as of 02-09-2024. Now for the months of Dec 23, Jan 24 and Feb 24 I probably won't receive any credits because the panels are not reporting to ION or *********. I also feel like their will be repercussions from both companies towards me because A) expressed my dissatisfaction with their product and service and B) I'm emailing BBB because of said product and bad service. Again we paid $20,000 plus for these panels thinking we were going to drastically cut our electric bill and now that's simply not the case. Also, I'm not getting the service from them as we expected. Lastly, I feel like I'm getting robbed of the little credits that I'm owed.

  

  Business Response

  Date: 02/13/2024

  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. We have spoken with the Customer regarding the complaint and have discussed their issues. We are working to provide a resolution to the customer's complaint.

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21274666
  
  I am rejecting this response because: My service is still offline. I followed the instructions that were sent to me and I'm still not able to get back online. A rep from *** said he was going to call me back and did twice however, he said he was going to call back to assist on the online service. He asked me to check my breakers and I did. All breakers are on and I've followed all instructions to get my service back on line and at this time, I'm still not able. I'm willing to wait on their follow up however, how long should I wait? I'm fearing I'm going to lose credits for 3 months now. Thank you for your follow up and hopefully this will be resolved. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/15/2024

  ION Solar has been in communication with the Customer and are working together to bring the system back online. We are working to provide resolution to the complaint.

  Customer Answer

  Date: 02/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution had been addressed however, I would never recommend ION Solar to anyone. ****** from ION assisted me and was a good help. ****** from ION Solar did not help after I advised him I wasn't satisfied with ION Solar's customer service. ********************** is definitely not worth the money for the output the service provides. I still feel like this is a scam. Thank you BBB for your time on this matter.   
  
  Sincerely,
  
  ***************************