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

  9111 Jollyville Rd Ste 104 Austin, TX 78759

• 

  ION Solar

  359 CR 202 #4 Kyle, TX 78640

• 

  ION Solar - Oregon

  9425 SW Commerce Cir Ste B22 Wilsonville, OR 97070

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:02/08/2024

  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.

  ****** * ****** had solar panels installed on her house in Damascus, Oregon in September of 2021 (ION Solar Customer ID ******). ****** passed away on July 26, 2023 and I am now Trustee for her estate. During the inspection process of marketing her house, it was discovered that the roof / attic has water damage, which a roofing contractor verified was caused by improper installation of solar panels. I contacted GoodLeap, the carrier of the solar panel loan, and was told ION Solar installed the panels on ******'s house. I sent ION Solar multiple emails (***************** / ********************) requesting that one of their inspectors come out to assess the damage and make needed repairs, which should be covered by their installation warranty. Other than being told by ION on 1/19/24 that a service ticket would be opened, I have had NO response from them. The water damage caused by their company has cost us two buyers already. The buyer we're currently working with will assume payments on the solar contract, but was told that ION will charge an additional $5000 to remove the panels and then replace them after the buyer puts a new roof on!! 1) Our buyers should not be the ones paying for a new roof to repair the damage caused by ION's shoddy installation. 2) I am absolutely FLOORED to learn that ION plans to charge $5000, or any amount for that matter, to remove the panels so the buyers can make repairs. ABSOLUTELY UNACCEPTABLE!! Please advise as to how we can get this issue resolved for our buyers. Thank you. (Note: I included a copy of ******'s Death Certificate and a copy of the notorized Certificate of Trust, which shows that I am qualified to speak on behalf of the Trust.)

  

  Business Response

  Date: 02/13/2024

  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.

• Initial Complaint

  Date:02/06/2024

  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.

  I installed solar panels on my roof December 2022 and was guaranteed these panels would lower my energy bill as well as I would receive $40 a month from my electricity company for having solar panels. Neither has occurred. I contacted *** to ask why my bill was higher and was told it was due to not having them long and it being the winter months. This is why I waited over a year, different seasons to see if there would be any improvement. There has been no improvement. My bill is the same and sometimes higher than it was before. In addition to the payments for the panels (which the price is going up in March) is costing me much more money than before I installed the panels. And the $40 a month from my electricity company has never happened. I feel like the Ion salesman lied and misrepresented the benefits of these panels. I am not saving any money, I am dishing out much more money and now have unnecessary debt (the repayment for the panels). *** can take the panels back and release me from the contract or forgive the remaining balance for the panels. I am a single income household, this is not what I signed up for.

  

  Business Response

  Date: 02/07/2024

  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. ********************** performs a Welcome Call with the Customer at the beginning of the process to confirm that the Customer has reviewed their agreement and custom proposal to their satisfaction. During that time, we do advise that we do not guarantee any system production or savings since the numbers provided are in good faith estimates. The Customer's system is currently performing as it was estimated to do. The estimated first year of production presented was ***** kWh; the actual was ***** kWh. Additionally: In the signed Customer Installation Agreement(CIA) on page 3:

   

  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 *** 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.

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21255581
  
  I am rejecting this response which is indicating that besides the price and size of panels everything else presented to customers is misleading information to get us to accept the program. That is very disheartening to the consumer. If incentives from electricity companies and others things are not fact, they should not be mentioned by your employees. I recommended this company to several people thinking I was giving them a benefit. It's very disappointing to see this is the result of something I thought was going to beneficial and cost effective. Now I'm stuck with panels that offer me no cost relief and a $26000 debt! 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/02/2024

  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 initial transaction began June, 2023. The installation of the solar system began in July, 2023 and is still not functioning properly. The installation was unsafe with men in the roof without safety gear (3 stories high in a steep pitch). They did not map out the panels when first installed and did not have the system operating until November 2023. As of January 30, 2024 our electric company, Dominion, was unaware that we even had a solar system. The meter still does not operate properly and they have been recalcitrant to any interaction we have had regarding the malfunctioning system. The customer service agents we have spoken with say the system is working, however the app itself says the meter is still not working and the benefits they stated with SRECs have not been received because the system still does not work due to their negligence. We have a very large roof (the sales person said it was his biggest install in our area) and nothing has worked or been resolved since this began.

  

  Business Response

  Date: 02/08/2024

  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. Our scheduling team has attempted to reach out to the Customer to schedule a service technician to return to the home. Additionally: The Utility Company, Dominion, did grant Permission to Operate by 10/26/23, which is their okay to turn on the solar. Dominion did have knowledge that the system was installed and gave their approvals.

  Customer Answer

  Date: 02/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:although the texted to try to communicate, we responded with a text and have yet to receive a response back.  Also, when we talked to Dominion in January 2024, they stated to us that they were unaware that we had a solar system and “corrected” it in their system.  Our system still states there is an “issue with out gateway meter” after they came to correct the issue.  See photo.  They sent an electrician and some men to re-map the system, but the problem remains.  
  
  
  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 02/14/2024

  ION Solar and the Customer have discussed the complaint further. We are working to provide the customer with a resolution to their complaint.

• Initial Complaint

  Date:02/02/2024

  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.

  On 12/04/2023 I had a meeting with an Ion Solar representative after they had come to my door to talk to me about installing solar panels. This is something I am interested and was assured that day as well as at the following meeting where a site survey was done that I had no obligations to commit to doing this. However, I did sign a contract on 12/4 which upon further review, after being billed $3500, has a 3 day cancellation policy. When going through the meeting and the contract that day, this is not reviewed in any way. I also gave no permission for Ion Solar to continue with the permitting process. They said they couldn't get a hold of me and so they continued the project. I was never aware that I was in a committed phase of this project let alone that on the very first meeting with a rep, I was signing on to this huge project which I never would have signed had it been explained to me accurately. I believe this company is purposely misleading potential customers to sign a contract that they are not aware they are signing.

  

  Business Response

  Date: 02/06/2024

  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. Our team has addressed the cancelation with the Customer. The feedback regarding this complaint will be relayed to our sales representatives to have this addressed and be used to refresh on our trainings. ION Solar does perform a pilot call/video with our Customer's to review the details of the signed agreement. During that interaction, we do go over our cancelation policy with the Customer and they are required to acknowledge before the video progresses. Additionally: In the signed Customer Installation Agreement(CIA) on page 2:

  OWNER COOPERATION/WORK *********** - 

  Owner also agrees to cooperate and work with Contractor to: (a) schedule site surveys and other pre-install inspections as soon as possible, (b) complete and provide to Contractor any and all required jurisdictional and utility documents (such as NEM agreements and interconnection agreements that must be signed by the Owner), (c) cooperate with Contractor in applying for and securing the necessary permits, (d) cooperate in the scheduling of the Installation and its related inspections, (e) timely execute and return any documents that *** be required by Owners third-party lender(s) to finalize the loan documents and/or to fund Owners loan(s) such that Contractor gets paid the Total System Cost, and (f) otherwise cooperate with Contractor as Contractor shall reasonably request.

• Initial Complaint

  Date:01/30/2024

  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.

  My contract was cancelled without me requesting it after I found out that my personally identifiable information was being distributed by *** to a former employee's email address. *** refused to allow me to speak to their IT department for information on their data privacy practices and insisted that they were able to see who emails regarding project updates were being sent to, but were unable to help without me telling them who the email was sent to. Their information security policies clearly need work. They followed this with attempting to charge me $3500 for a cancellation that I did not request in an attempt to force me into continuing forward without any assurances about remediation of their poor information security. I was even threatened with legal action if I don't pay in 30 days. After that they continued to push me to say that I want to continue, with still no information on what they're doing about the infosec, insisting that if I did, they could cancel the charges for the cancellation that I didn't request.

  

  Business Response

  Date: 01/31/2024

  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. 
  
  Currently, the Customer's contract is still valid. One of our representatives was informed in November of 2023 that the Customer would like to cancel their project. At that time, our team did attempt to work with the Customer to see if they would like to still proceed with the purchase of the system. We were informed by the Customer that they would like to wait until the holidays were over to see how they would like to proceed with the project. Because there was not communication on how they would like to proceed with the project, and the risk of the Customer losing their approved financing, our team followed up with the Customer again to confirm if they would like to proceed or not. We have attempted to gather additional information from the Customer about their claim towards the personal information being shared so that this could be investigated further.
  
  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 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 *** 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: 02/06/2024

   
  Complaint: 21223626
  
  I am rejecting this response because:
  *** has shown no effort to investigate or remediate their information security posture. I have informed them that the email containing *** being sent to someone who no longer works there appeared to be a project update. They demanded that I provide the information of the person who told me and the person who is inappropriately receiving my information, which I have declined to provide as they should not need this to see that emails containing my personal information are being sent to an email address of someone that no longer works they. They have stated that they are able to see who my information is being sent to, therefore there is no reason for me to provide the information they requested.

  In addition, as previously stated, I did not request to cancel. I asked for more information on what would happen if I did cancel. *** was the one that made the decision to cancel. It is unclear how the contract can still be valid if they have decided to cancel my account.

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

  

  Business Response

  Date: 02/08/2024

  ION does not require any sensitive personal information from our customer's, our financial partners are the ones who may request these types of information. Additionally: In the signed Customer Installation Agreement on page 2-

  OWNER COOPERATION/WORK AREA ACCESS - 

  In the event Owner unreasonably restricts and/or interferes with *********** access to the property and/or *********** installation services contemplated under this Agreement or otherwise fails and/or refuses to cooperate with Contractor in the fulfillment of *********** services and functions as contemplated by this Agreement, or fails and/or refuses to take action as requested and/or required by Owners third-party loan provider(s) to fund Owners loan (if any), or otherwise violates any of the foregoing terms and conditions, then Owner shall be considered to be in breach of this Agreement in which case *** may immediately discontinue providing any additional services otherwise contemplated by this Agreement (without recourse from Owner) and Owner is and shall remain personally responsible and liable to Contractor for immediate payment to Contractor of the Total System Cost as well as for immediate payment to Contractor of all other direct and indirect damages incurred or suffered by Contractor (or any third-party(ies) engaged by Contractor) as a result of Owners breach.

  Customer Answer

  Date: 02/11/2024

   
  Complaint: 21223626
  
  I am rejecting this response because:

  Personal Identifiable Information (PII) is defined as:

   

  Any representation of information that permits the identity of an individual to whom the information applies to be reasonably inferred by either direct or indirect means. Further, PII is defined as information: (i) that directly identifies an individual (e.g., name, address, social security number or other identifying number or code, telephone number, email address, etc.) or (ii) by which an agency intends to identify specific individuals in conjunction with other data elements, i.e., indirect identification. (These data elements may include a combination of gender, race, birth date, geographic indicator, and other descriptors). Additionally, information permitting the physical or online contacting of a specific individual is the same as personally identifiable information. This information can be maintained in either paper, electronic or other media.

   

  It is not acceptable that my PII is being sent by *** to the personal email of someone outside of their organization. It is also not acceptable that *** refuses to investigate or remediate this problem.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/19/2024

  ION Solar is looking further into the customer's complaint with the information provided.

  Customer Answer

  Date: 02/25/2024

   
  Complaint: 21223626
  
  I am rejecting this response because:
  

  *** has reached out and I provided additional information, however it seems that they are unable to track where my information is being sent and they're has still been no resolution to this issue.

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

  

  Business Response

  Date: 02/28/2024

  ION Solar has conducted further investigation to the Customer's complaint and are working to resolve the issue.

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21223626
  
  I am rejecting this response because:
  

  Ion found that I was correct about the security issue, but has not resolved the fact that I was told I was cancelled and sent an invoice. They apparently feel that it is unreasonable to not cooperate and proceed with an unresolved security issue and therefore I was in violation of the contract which was then cancelled. I had requested *information* about cancellation (literally asked "what happens if I don't want to do this any more?" Which is not requesting cancellation, but requesting information) prior to the security issue coming to light because of all the other things that had been going wrong. That was just something that I absolutely could not proceed without a resolution.

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

  

  Business Response

  Date: 03/11/2024

  ION Solar is continuing to work with the Customer about the complaint. We are trying to determine how the Customer would like to proceed with the project.

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21223626
  
  I am rejecting this response because:
  

  I received a voicemail from an Ion exec with no call back number where he professed that *** did nothing wrong in sending my PII to a personal email of a former employee. He also disagrees with the ********** of ******* definition of PII:

  Any representation of information that permits the identity of an individual to whom the information applies to be reasonably inferred by either direct or indirect means. Further, PII is defined as information: (i) that directly identifies an individual (e.g., name, address, social security number or other identifying number or code, telephone number, email address, etc.) or (ii) by which an agency intends to identify specific individuals in conjunction with other data elements, i.e., indirect identification. (These data elements may include a combination of gender, race, birth date, geographic indicator, and other descriptors). Additionally, information permitting the physical or online contacting of a specific individual is the same as personally identifiable information. This information can be maintained in either paper, electronic or other media.

  Which can be found here: ********************************

  He insisted that my name and address do not constitute personally identifiable information, and therefore *** had no duty to safeguard it.

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

  

  Business Response

  Date: 03/18/2024

  ION Solar has determined the issue that the Customer had brought to our attention. During that time, the Customer's loan expired and we are now trying to determine how the Customer wants to move forward. The Customer did receive a cancellation invoice but wanted to have the information matter addressed first before deciding and since we determined that with the Customer, we are attempting to see how they would like to proceed with the project. At this time, the Customer can continue with resigning or we can cancel the project with a cancellation fee. 

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21223626
  
  I am rejecting this response because:
  I will not be paying a cancellation fee that *** attempted to impose in lieu of properly investigating and remedying an information security issue. I will also not be re-signing with *** due to insistence from one of their executives that they have no duty to protect the personally identifiable information of their clients.

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

• Initial Complaint

  Date:01/29/2024

  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.

  We begin the process of getting solar panels in August 2023. We were told that we would have fully operational panels within 90 days- no problem. The sales associate even went over forms we would need to complete for our taxes and the tax breaks ******** was providing. Its been nothing but a headache since that moment. We STILL do not have operating panels as of January 29,2024 and have been getting bills from both Ion and our regular power company. We are DOUBLE paying. We get no response when we ask what the hold up in and now Im working with an attorney to get this nightmare put behind us. Ion should be ASHAMED. Complete trash.

  

  Business Response

  Date: 01/31/2024

  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 spoken to the Customer to discuss this complaint. Additionally, in the signed Customer Installation Agreement(CIA) on page 3, it advises that our timelines are provided as estimates.

   

  ESTIMATED TIMELINE/DELAYS - Owner acknowledges that Contractor shall employ reasonable efforts to meet the expected time frames of the overall installation process but also acknowledges that such time frames are provided as estimates only and not as a contractual commitment. Owner acknowledges and accepts that some delays are beyond Contractors control such as delays caused by acts of God, pandemics, civil unrest, labor disputes, adverse weather conditions, acts of a government or other public authority, acts of the Owner or Owners agents, and delay in the delivery of materials by suppliers. Owner acknowledges and agrees that under no circumstances shall Contractor be liable for any damages whatsoever caused or arising from any delays in the installation process unless such delays are caused by Contractors own gross negligence

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21216409
  
  I am rejecting this response because:
  Laziness and lack of communication arent listed anywhere on any contract. When your own sales associates say no more than 90 days and now we are rolling on 6 months.. thats ridiculous. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/07/2024

  ION Solar has been in communication with the Customer to provide a resolution to the filed complaint.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21216409
  
  I am rejecting this response because: a resolution has not been confirmed. A conversation has taken place but until a confirmation of resolution I will not stop advocating for myself.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/13/2024

  ION Solar has provided a resolution to the Customer and is working with the Customer to finish the ********************** project.

  Customer Answer

  Date: 02/14/2024

   
  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. Pending that we receive the reimbursement check that was promised.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/25/2024

  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.

  This company flat out lied during its sales presentation. During the sales presentation that told me and my wife that our electric bill would be $10-$20 a month with the local electric company once solar was turned on. They also told us we would get certificates monthly for at least $80 from the local energy company because of our excess power we would be generating. They also told us there would be a $13,500 rebate on our taxes for this solar. All of this is absolutely not true. None of this has happened and our electric by is 2x more than before installing power. With the payment for the solar system plus the cost we are power for electric its far more expensive than paying for power only. You do something like this to offset your energy production, but this company completely lied about this system and what they would be bringing to our family.Honestly this should be a criminal act and they should not be allowed to do business. One of the biggest mistakes I have done, and I feel this should be looked into by the state of VA and any entity where they sell their services. If you are reading this and are thinking about doing business with ION SOLAR DO NOT install their solar system. A complete scam....

  

  Business Response

  Date: 01/26/2024

  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. We do perform a "Welcome Call" with the customer to ensure that the proposed design and Customer Installation Agreement have been reviewed by the Customer and that we do not promise system production or savings since the numbers we provide are in good faith estimates. The Customer's system is currently over-producing at 143% of the lifetime of the system, more than what the system was originally designed to do.
  
  Additionally, in the signed Customer Installation Agreement(CIA) on page 3 ******* 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

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21199271
  
  I am rejecting this response because:I do not agree with the answer.  This explanation has nothing to do with the issue I had.  The sales associates completely miss lead you during the process and then the contract is many pages long which know one other than an attorney could understand.  They are many other folks who have the same exact issue I have expressed with the sales process and contract.  We were told that there was a guaranteed tax rebate if a certain amount which is completely untrue.  We were also told that there is a buy back program of your power from your local utility which is also completely untrue.  I have owned the system and been running it for over a year and it has never happened.  This is another case of a company promising things that are untrue during the sales process then cover themselves in a contract.  Very poor business ethics.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/18/2024

  ION Solar does not guarantee tax rebates as outlined in the Customer's Signed Installation Agreement. ********************** performs a welcome call with the Customer to ensure that they have fully read and understood the agreement to their satisfaction. During that, we also confirm that the Customer understands that the tax rebate is not guaranteed. In section DESIGN AND INSTALLATION SPECIFICATIONS of the signed Customer Installation Agreement on page 3: 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:01/12/2024

  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.

  I told the sales rep that I dont like their type of business where you come door to door then schedule an appointment for a long sales pitch. I told them every time a business uses this tactic I lose hours of my life for an over priced product terrible sales pitch. So what do they do. They show up to my house again and talk to my spouse then wait until I walk up to try to get me to give a bill so they can arrange for a sales pitch. Stay off my property! Your business model scams people out of money long term!!

  

  Business Response

  Date: 01/12/2024

  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. If you would like to be added to our "No Knock" and "No Call" list, please send an email to ******************************************* and include your name, phone number, and physical address so that we may add your home to these lists. We value all comments from our customers, and we are sorry to hear about your recent experience with our company. We look forward to hearing from you soon.

• Initial Complaint

  Date:01/11/2024

  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.

  Put solar on in March of last year - supposed to help with electric costs. Bills are getting higher and higher - 35, 65, 75, 95, now 187. Single senior citizen and I can't afford the payment on solar 148 and then high electric bills on top of that. I need the system looked at - added on to etc. in order for these electric bills being so high. Was promised a 12K rebate on system but now I have learned that you actually do not get the money back but offsets your taxes - not what the sales person told me at all. I don't think they really understood my electric company and hence did not put enough panels on the roof as there is NO reason why electric bills are so high. I would love to have them removed but was told I would still have the loan on the panels. I want to sell my house but who is going to take over a loan of 42K for solar when the system in not producing. They just give me e-mails that state there is nothing they can do. Help!

  

  Business Response

  Date: 01/17/2024

  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. Additionally: In the signed Customer Installation Agreement(CIA) on page 3 ******** "DESIGN AND INSTALLATION SPECIFICATIONS", it does state that the ******************* is subject to change and constitutes good faith estimates only. The signed agreement does also state tax credits are not guaranteed as we are not tax professionals and every tax situation is different.
  

  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.

  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 from or pertaining to Owners taxes.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21124989
  
  I am rejecting this response because: sales person that came to my house stated that I would get a ****** rebate and I also got a letter from ****** who is the lender that if I paid the ***** rebate that I would be getting on to the loan my payment would not go up.  As far as I can figure out there is no rebate - more that it is a tax credit that you may get.  Totally no what the sales man said or the letter I got from Mosiac.  Truely bad sales practice and lied to regarding this.
  
  ********************************************

  

  Business Response

  Date: 01/24/2024

  As part of the signed Customer Installation Agreement, on page 3, ION Solar does not guarantee any tax rebates. ION Solar does perform a Welcome Call with the customer to review these points of the agreement and ensure that the customer has review the agreement to their satisfaction. During that time, we do review the financing terms that were established and advise of the feature that the lender provides to pay down the loan within the first 18 months.

   

  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.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21124989
  
  I am rejecting this response because:  Well the sales person that came to my house did say the tax incentive was a rebate and not a tax credit and he was not even with the company by the time system was installed - he had already quit,  Also, Mosic loan company has sent out letter that clearly states that the $12,500 you get back in taxes and apply to your loan as your payment will go ** in June if you do not do this.  Clearly there is something wrong with all of this.
  
  ********************************************

  

  Business Response

  Date: 01/30/2024

  ION Solar will be in communication with the customer and will discuss this complaint further.

• Initial Complaint

  Date:01/07/2024

  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 am paying more for power than before I got system put in asked for copy of contract never received they no that there's a problem talked with several agents keep getting run around . Paying a lot for service why would I pay for there services and only save 10% on my power bill its not what sales told me they said I would have very little power bill if none

  

  Business Response

  Date: 01/09/2024

  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. We will provide the Customer with their signed agreement via email. Additionally: In the signed Customer Installation Agreement(CIA) on page 4, ION Solar does not guarantee system production and that they are in good faith estimates:

  OWNER ACKNOWLEDGMENT OF ESTIMATE NATURE OF SYSTEM INFORMATION Owner acknowledges and agrees that the System Information set forth in this Agreement (including but not limited to the production estimates, savings/offset estimates, etc. set forth in the box above.) are good faith estimates only that have been based on data, information and input provided by Owner and for which Owner is solely and exclusively responsible. Owner further acknowledges and agrees that estimating solar production and usage is not an exact science because many factors such as weather, equipment placement, customer preferences, utility company rates and/or policies and procedures, third-party solar technology and equipment, power outages, equipment failure, tree and foliage growth, changes in Owner’s own electrical usage, etc. all impact such figures, estimates, production, and offsets. Accordingly, Owner hereby acknowledges that all such conversations, figures and estimates, including but not limited to those set forth in the System Information sections of this Agreement (regardless of whether presented verbally, in a pamphlet or other advertising materials, as part of a sales presentation or otherwise) are all provided as estimates only and not as any sort of guarantee or contractual commitment of any type. Owner acknowledges and understands that Contractor is not and cannot make any guarantees whatsoever with regard to the actual production or usage of the Solar System or any offsets to be realized as a result thereof and that under no circumstances will Owner request (or Contractor be obligated to pay for) any expected utility bill offset (or any other offset of any kind) not actually realized or earned. Additionally, Owner acknowledges that solar system equipment generally experiences an average annual degradation in production of approximately .05% per year (sometimes more and sometimes less depending on how fast the equipment and components age, etc.) for which Contractor is not responsible or liable. Against the backdrop of all of the foregoing, Owner hereby knowingly and unconditionally waives and releases any and all claims Owner may have against Contractor (or any of Contractor’s agents) that in any way arise from or relate to any estimates provided to Owner and/or to the System Information and specifications set forth in this Agreement, including but not limited to system size, estimated production, estimated savings, estimates offsets, projected use, or annual degradation, etc