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 has 7 locations, listed below.

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  ION Solar, LLC

  44 E 800 N Orem, UT 84057-3905

  
• 

  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

• 

  ION Solar, LLC - Virginia

  2697 International Pkwy Virginia Beach, VA 23452

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:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a solar system from Ion Solar in the spring of 2020. Part of the service is that they monitor my solar system and let me know if there are any problems (enphase system via enlighten app). Yesterday I found out that my system has not been producing electricity for 30 days because I got the electric bill. It is $230 more than last month. ZERO calls from ION or their "monitoring" system. Now they want an additional $250 just to schedule an appointment to fix the faulty equipment they installed on my house. Okay, my contract says I pay after 2 years, but this should have been resolved a MONTH ago when my system first broke. Their monitoring service completely failed me

  

  Business Response

  Date: 08/31/2023

  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 5 section; OWNER AND CONTRACTOR RESPONSIBILITIES AFTER INSTALLATION: 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's solar system was installed April 2020, as mentioned in this complaint ION's labor warranty is in affect for 2 year from the date of install.

  We do also provide access to the Enphase Enlighten app for monitoring the customer's system, so that they may track their production of the panels and be notified if there are any potential issues occurring with the system itself. This is accessible using a smart phone/tablet or even with Enphase's online app through the web browser.

  Customer Answer

  Date: 09/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I was told directly by the ION rep that they would monitor.  Okay, I should have read whatever page he quoted.  The REST of the complaint is that I paid the $250 on August 25th to even get them to show up.  It is now July 5th at 2 PM.  Still no technician.  It is now 6 weeks that my 37 solar panels are useless.   ******* *****
   
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 09/08/2023

  ION Solar is working to provide the customer a resolution regarding the complaint that had been received. ION Solar had attempted to reach out to the Customer on 9/8/2023 to discuss the resolution of this matter.

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  90 days ago Ion did a lift and replace for my solar panels so I could get a new roof. They broke 4 of my panels and since then they have not been able to provide me a timeframe or any help with getting them replaced. I spoke with a district manager who said he would compensate me for my missed months of service and that was over a month ago and I have not heard back from them. I am paying a monthly loan on a service they are not providing. This is something that has happened repeatedly with my time at ION. They have lied to me from the beginning and I am tired of it.

  

  Business Response

  Date: 08/30/2023

  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.  Upon further review, the repair/replacement delays is due to material shortage and these panels had to be ordered.  ION has been in contact with Customer and has a service appointment schedule August 31, 2023.  ION will follow up with Customer to assure this matter has been resolved.  
  
  
  

• Initial Complaint

  Date:08/21/2023

  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.

  In spite of the fact we have No Soliciting posted by our door, they keep knocking and attempting to deal with us. They always say they are not selling but that is obviously B.S.

  

  Business Response

  Date: 08/29/2023

  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: 08/30/2023

   
  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:08/18/2023

  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 sales rep disregarded "No Soliciting of Any Kind" signs on our screen door and next to our doorbell late afternoon 8/17/23.

  

  Business Response

  Date: 08/29/2023

  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 will be taken internally to refresh this training.  

  Customer Answer

  Date: 08/29/2023

   
  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 as long as ION Solar actually does refresh their training regarding No Soliciting signs.
  
  Sincerely,
  
  ************

• Initial Complaint

  Date:08/15/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2/2023 I contracted with Ion Solar to install solar panels on my residence. The project started on time. Since the initial installation ION Solar has failed every inspection conducted by the county to date. I think there have been four or five inspections failed. ION Solare is the solar installation expert and should have the required competency to complete the install correctly. I can understand maybe failing one inspection, but all of them? I have contacted ION several times to discuss the issue and keep being they are sorry and hope to resolve the issue quickly. I was even told falsely, that the inspection was passed, to find out it was not. Well that has not happened. Now I am not only paying for solar that is not working I am also paying a full electric bill. I am requesting corporate assign a competent project manager to complete my installation and I am requesting compensation for the solar finance charges, until the system is working correctly. I have tried to address these issues with ION but it does not seem to be of importance to ION Solar. This treatment, work ethic, competencies, and lack of transparencies are the worst I have ever seen.

  

  Business Response

  Date: 08/25/2023

  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. Upon further review of Customer's project, we have a final inspection with the county scheduled for 08/29, and will reach out to Customer after this inspection. 

  Additionally, in Customer's Installation Agreement on page 3 section 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 Contractor’s 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 Owner’s agents, and delay in the delivery of materials by suppliers. 
  
  

  
  

  Customer Answer

  Date: 08/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: On Friday 8/25/23 I received an email notice from Ion Solar that my project had passed inspection. Knowing that ION had not passed the electrical inspection, I attempted to call ION solar to discuss. No one in the department was working, and my call was returned on 8/28/2023. I was instructed that the electrical company passed the project and the county inspection was no longer needed. I requested an email verification, and never received it. I do have a copy of the notification to energies the system. Due to lack of confidence I contacted Prince William County inspections and determined that the building inspection was passed, however the electrical inspection was not passed and is outstanding. I am unsure why ION solar is providing false information pertaining to product activation and inspections. Further more the timeframe referenced in ION Solar's response, to include the inclusion of the contract, does not address delay in operation due to incompetence or negligence on behalf of ION solar. The delay is not caused by any of the listed reasons set in the attached contract. I wish reimbursement due to incompetence or negligence due to failing over six inspections, and twice now erroneously telling me to energize a solar system that has not passed electrical inspection. This is dangerous, and is demonstrating the lack of professionalism, ethics, safety, and again competency on behalf of ION Solar.       
   
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 08/31/2023

  ION Solar was able to make contact with the Customer on 8/31/2023. We reviewed the issues with the filed complaint and were able to come to a resolution with the Customer to resolve this matter.

  Customer Answer

  Date: 09/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did receive a call from ION Solar. We discussed in detail my issues. I cannot close this complaint out as the resolution has not been met, although a plan of action was discussed. Once ION Solar has successfully addressed all my complaints I will gladly close this case. Standing by....
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 09/07/2023

  ION Solar is maintaining communication with the Customer and are working to resolve this complaint and providing resolution regarding their project's issues. 

• Initial Complaint

  Date:08/13/2023

  Type:Customer Service 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 going to share my most recent tragedy with you, buying Ion solar panels. July is the first month we have had our solar panels working the entire month. I was so excited to open my SRP bill to see how much less we would be paying. To my shock and dismay, our bill was much much more than expected. It was $232.56. I quickly asked my neighbors across the street how much they will be paying for the same month's electricity bill. They have the same house plan and family size as us. They will be paying $277.91 for a total use of ***** kWh. I spoke with one of your employees and she gave me a spiel about how much we would have paid if we didn't have solar panels according to a bill we had given them from last year at some time, which she said was roughly $420. Well, I did my own math about how much we would be paying this month without your solar panels. With a use of ***** kWh this past month, we would have paid approximately $250.29. So using your solar panels saved us from paying SRP a whopping $17.73. Only we don't have to just pay our utility bill, we also have to pay $95.99 for your solar panels per month, which means we are overpaying for our electricity by $78.26. You need to explain to me how we were not lied to about how much money we would be saving if we switched to solar. It is a straight up lie. The Ion salesman, *****, showed us we would have a savings of ~$17,000 over the 25 year period. If we need to overpay for our electricity by $78.26 each month, that is $939.12/year. Over a 25 year period, we will end up overpaying $23,478. So you have just cost our young family $23,478 without any benefit or reward, just money in your pockets. We are still paying for daycare and diapers and now why not add in another $96 charge per month for absolutely nothing. I am completely disgusted with your company. We have had only problems with you since the beginning. We have been paying for our solar panels since April 2023 and they didn't even start working until July 2023. We paid 4 full months for our solar panels before we saw a savings of $17.73. I would appreciate you really thinking about your customers, about whether or not they are saving money, truthfully. We are not! And I would like you to take your solar panels back and get them off my roof as soon as possible. I want to wash my hands of your company and be done with you. I can't afford to waste another ***** paying for solar panels that are doing absolutely nothing for me but costing me additional money each month. Please do the right thing, and return our hard earned money and take back your solar panels.

  

  Business Response

  Date: 08/22/2023

  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. Upon further review of Customer's account, their ********************** system has been operational for a short time and we suggest our solar customers to give the system a year to be able to understand the production, consumption, and utility credits.  

  Additionally: In the signed Customer Installation Agreement(CIA) on page 4 Section 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 Owners 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.
  

  
  

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20463837
  
  I am rejecting this response because: I propose that you be more honest with your estimates. I am not sure why you think anything will change within the next year. The summer is supposed to be when we are saving the most money. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/31/2023

  ION Solar has been able to make contact with the Customer on 8/31/2023. We are continuing to work with the Customer on providing a resolution with the complaint that has been filed regarding their experience.

• Initial Complaint

  Date:08/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Summary: Noticed a leak starting in March 2023 in my master bathroom, soon after installation. I didn't recognize it as a leak right away, as it appeared as a stain on the ceiling, then another leak appeared in May 2023. I reported it to Ion Solar. Their contractors said that one of the bolt holes wasn't sealed properly, and that they fixed it. However, a squirrels nest was in one of the panels, which they removed, and some squirrel damage to the wires. They would send someone out to fix the electrical. A couple weeks passed, a contractor came out and said the squirrels did more damage; there was also a large hole in the roof that the previous workers patched without telling me and they didn't say anything because Ion Solar wouldn't cover squirrel damage. He also said the damage by the squirrels was too much for him to repair. It is more likely the intital installers screwed it up. Notified by *** of intent to install critter guard, but electrical need to be fixed first. Next contractors came a few weeks later. 10/12 panels damaged. All panels came down and now sit on my deck. All throughout this time, I am contacting *** trying to fix things, text, phone and email. A new leak sprung up. You see, by this time, I want the contract cancelled. They said they won't remove the panels because I already paid for them, and they were fine upon installation. Right. So, now, it may sound like it was all the fault of the squirrels, and that Ion wouldn't be liable, except: I sent other workers to seal the leaks in my roof and they stated the installation was very poor, the hole was created by Ion Solar during installation, and it was not sealed properly, at all. This hole allowed the squirrels access and encouraging them to dig through for a nest. If the hole was sealed properly, the squirrels wouldn't have stayed, and chewed on the wires to the extent they did. Also, if *** acted sooner to fix things, it wouldn't have been this bad. *** called the squirrels "act of god." No.

  

  Business Response

  Date: 08/15/2023

  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 has been in contact with Customer and is working towards a resolution with the customer. 

  Additionally: In Customer's signed Customer Installation Agreement(CIA) on page 10 Section EXCLUSIONS FROM COVERAGE This ten-year warranty only covers issues resulting from improper installation of the ** System. Without providing an exhaustive list, Contractor is not responsible for:
  any leaks, damage or malfunction caused by fire or extreme weather conditions such as high winds, hail storms, ice dams, floods, tree damage, or other such acts of God; or for any leaks, damage or malfunction caused by
  pests or rodents.
  

  
  

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We chose Ion solar for solar on our house after research and reviews. We have had at least 2 project coordinators, the first of which lied and said everything was operational back in October. We found out the lie after turning the system on and getting a more than $400 Xcel bill. When calling ion, they said no, it was not operational and had not been provisioned and needed to be shut off. After countless phone calls and service visits, it was provisioned in April. It has continued to pop it's breaker. When requesting reimbursement for months and months of an inoperable system, they are now saying it isn't their fault. They do not respond to email, they do not return phone calls, and when we do talk to them they say they will reimburse, but the next person says absolutley not. We can never talk to the same person, and they refuse to connect us to anyone higher than the phone answering department.

  

  Business Response

  Date: 08/18/2023

  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.  Upon further review it was found on 08/15 we were able to repair Customer's system and it is now fully operational. 
  
  

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My solar installation was completed in September 2019. In early 2023 we noted that we could no longer view status on the Enphase app, and subsequently discovered the Gateway box on the house was not connected to our Wifi. All attempts to reconnect it failed and we contacted Enphase to troubleshoot, during which we learned the Gateway was not receiving power. The Gateway has a five year warranty but Enphase does not have service techs so you have to work with the original installer. In the meantime my electric bills have soared, with July 2023 bill being the highest at $492 since I purchased the house in 2015. The system is not producing, and *** wants $250 to send a tech out to assess the system and replace a component under warranty because they say our labor contract was only for two years. Yet the Enphase website solar installer finder states ***'s labor warranty is for five years, and the Ion website advertises a ten year workmanship warranty. **************** has not replied to my most recent email complaint and request. My system remains offline and not producing during thr hottest summer months.

  

  Business Response

  Date: 08/15/2023

  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 Customer's signed Customer Installation Agreement(CIA) on page 3 Section SERVICE CALLSLABOR ONLY WARRANTY For a period of two (2) years following Contractors Installation of the Solar System, Owner shall not be responsible for paying Contractor the labor portion of the first hour of any Service Call. Except for this two-year waiver of the first hour of Contractors labor, and unless Contractors other labor costs and component expenses (if any) are covered by (a) terms of the Limited Warranty set forth above or (b) the warranty of any third-party (such as those offered by a manufacturer of a specific component of the Solar System), Owner shall in all other cases be responsible for any and all other labor and/or parts/equipment costs and expenses as typically billed by Contractor. 
  
  
  

  
  

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THIS COMPANY REFUSES TO GET THE *** FINISHED

  

  Business Response

  Date: 08/08/2023

  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.