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: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.

  Terrible experience for myself and wife, however it didnt start that way. This also seems to be the experience for everyone that has spoke up about their experience with ION solar in the ******** estates edition located near ******* and ****** in ***. ION solar begin working in our edition around April with multiple other houses experiencing the same issue. Between the initial install day followed by multiple visits to fix issues from the install day. All of these trips delayed the time of the inspection request going to OG&E and approval request to the *********************. This process started in April. 4 months ago!!! It is now August and we still do not having working solar panels. Instead thousands of dollars worth of equipment sitting around doing nothing. Now we have paid two months of payments to the finance company without the panels ever actually being completely hooked up. Apparently it doesn't matter that we still do not have a functional system, payments will begin 60 days afterwards regardless of the status of panels actually functioning. Seems this would be a break of contract as a service was paid for and not delivered on the sellers end. This was supposed to be completed months ago. There has also been multiple scheduled appointments that myself or my wife have made sure one of us was available for and at the house just for no one to ever show up. From the initial sales pitch to first day install made it all sound great and that it was gonna be a quick smooth deal. Then that seems to hit a wall. Now communication with *** has gone down hill. This all seems like one of those too good to be true situations. I was gonna be more than happy to refer people dependent on our experience. However now I am actively warning all others I come in contact with to avoid the headaches and DO NOT go with ION solar due to our experience. Or honestly any solar company for that matter currently in ******** due to the incompetence to properly schedule a complete install in coordination with the proper inspections with the jurisdiction of the install. There has already been several news stories over similar cases here locally showing this is a frequent problem with solar companies. Instead of fixing the issue they stick the customers with an essentially doubled electrical bill if not more, between their regular electrical bill plus the finance bill for the solar panels. Instead of making it a smooth financial transition. We have reached out to the finance department and pretty much been told sorry about your luck with no help there. We will be looking at reaching out to some sort of legal representation on possible options for the fact a service is not being provided that was sold to us.

  

  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. Upon review of Customer's ********************** project, we are almost ready to submit permission to operate with the utility company and should have their solar system on.  

  In regards to the solar payments, our Customer Installation ********* ***** states: THIRD-PARTY LENDER(S) Owner specifically acknowledges that this ********* contemplates installation of the Solar System and not the purchase or financing thereof. Accordingly, Owner (and not Contractor) is and at all times (even during the installation process) shall be responsible for performance of all terms and conditions of any agreement(s) between Owner and any other third-party regarding the purchase and/or financing of the Solar System including but not limited to making any loan and/or other financing payments that *** become due prior to the Solar System being fully Installed and/or prior to Owner receiving the necessary authorization(s) from the applicable utility company(ies) that the Solar System *** be engaged to operate and generate energy. Under no circumstances shall Contractor be responsible for any amounts whatsoever otherwise due from Owner to any third-party lender(s). 

  
  

• Initial Complaint

  Date:07/29/2023

  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 signed up for ion solar in may of 2020. It worked well, then dominion power came and changed our meter against our will. It then started to not only not work, but work backwards and we were charged double our usual amount. She brought to their attention they did nothing to help. Your system is working fine is what we got, clearly not the case. Fast forward a year of back and forth finally the meter was changed back, then they turned the solar off! Our bill went down due to not being double charged. When someone finally came out they turned it on and it worked. Since then it is our more than on. The fuses keep blowing and they want to tell us $250 to look at it! They didnt label it correctly. I believe it is wired or grounded wrong. Currently is it not working again. I would never tell anyone to go through this company. Greed and lack of assistance. I feel as if we were lied to. And did we get a refund for our **** electric bill no! Not even a credit. Not even a system check. Never use ion solar. They dont care about their customers. When we call all we get is it is working. And it is not.

  

  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. Customer's system was installed in 2020 so the 2 year service fee has lapsed.  Upon further review of Customer's ********************** system, it is running and producing 97% of estimated.  

  Additionally: In the signed Customer Installation Agreement(CIA): 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. Contractor will strive to inform Customer of potential warranty coverage (or the lack thereof) as well as an estimate/bid for any work recommended by Contractor.

• Initial Complaint

  Date:07/28/2023

  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.

  Ion Solar door to door sales representatives do not honor clearly posted NO Soliciting signs.
  
  I work from home and have dogs. When someone rings my doorbell unannounced it creates a huge disturbance and takes time to calm the dogs. I have a clearly posted NO Soliciting sign above my doorbell.
  
  In March 2023 an ion solar sales person rang my doorbell, and when I asked them to leave and that I have a no soliciting sign, they started to pitch me the products and services. I left a negative google review with the feedback.
  
  Again in July 2023, an important work meeting was interrupted by an ion solar sales person named Dave.
  
  I provided this feedback to Ion solar customer support and requested a call back from a local sales manager just so they knew what was happening. The local sales manager apologized but then he also started to make excuses and downplay what was happening. “Sometimes people have a no soliciting sign because they can’t say no so sales people take that as a challenge” and “ Thanks for being so cool about this. Some people go ballistic.” While I do appreciate the call back, I still do not have confidence that Ion solar has a sales culture that will respect no soliciting signs.
  
  I recently ordered a larger and much more aggressive, no soliciting sign, which is blocking the entrance to my doorstep. I would like ion solar to reimburse me for this.

  

  Business Response

  Date: 08/07/2023

  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. 
  
  

  Customer Answer

  Date: 08/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response until I get a satisfactory resolution.

  I received a voicemail from an Ion Solar Escalations Manager on 8/7/23 at 2:21 PM to call them back. I called them back and left a voicemail at 2:56 PM. I'm awaiting a call back. 

  I'd like Ion Solar to:

  1) Reimburse me for the larger No Soliciting signage I purchased ($41.94) because my clearly posted No Soliciting sign directly over my doorbell did not prevent their sales team interrupting my household (work meetings and barking dogs) twice 

  2) Let me know how Ion Solar ensures that No Soliciting signs are honored and to whom this issue has been escalated.

  - How did this happen twice? (My No Solicitation sign is not hidden. It is directly above the doorbell.)

  - How do you train your sales employees?

  - Is there any repercussion for sales reps ignoring no soliciting signs?

  
  Sincerely,
  
  
  
  **** *

  

  Business Response

  Date: 08/11/2023

  ION Solar has been able to resolved this complaint, and used this feedback to better train our sales teams. 

  Customer Answer

  Date: 08/11/2023

  
  
  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. The Ion Solar Escalations Manager said that they reviewed the No Solicitation procedures with their sales team. I will file another complaint if this issue continues but do appreciate the conversation I had.
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:07/27/2023

  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.

  on 5/24/2023 ION Receiving withdrew $500 from account for a new gateway. They have sent out 2 techs without the gateway and refuses to call me back or lies saying the tech will defiantly bring the Enphase Energy Gateway out to install. I have been lied to so many times. They are the worst company to work with. But I am stuck because not very many solar companies stay around.
  I honestly do not know how to work with this company. They have 1 person named Logan that is the only one that follows up with me. I wish the BBB had more power to penalize companies like this. They should not be allowed to do Business in Utah. They Take the Money and Run. I did speak with a girl named Emily at least she called me back. I hope this not another push off.

  

  Business Response

  Date: 08/14/2023

  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 ION has an appointment for 08/17/2023 to install customer's Gateway, ION apologies for the delay.  
  
  

• Initial Complaint

  Date:07/21/2023

  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.

  We entered into an agreement with Ion Solar in March of this year. We were given the following timeline from their area manager ***************************** on March 31st: City Permit: 3 weeks Application for utilities:7 weeks Permission to operate : 2-3 weeks It is now July 21st and the panels are still not operational so we are now paying for both the panels and our normal bill. We've asked for updates several times and every time we ask for assistance they just give us a new person to "help." We've asked multiple times for an estimate when they will be operational and are just told that they don't "have permission to operate." We have full documentation via emails and text I will upload.

  

  Business Response

  Date: 07/28/2023

  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 this Customer's project is waiting for Permission to Operate(PTO) from their utility department, ION has completed all it's requirements.  ION has no control or say on timelines for PTO from utility departments.  

  Additionally; In the customer's signed Installation Agreement(CIA) on page 3 Section ESTIMATED TIMELINE/DELAYS/ states our timelines are estimates not contractual commitment. Some delays are due to city or county permit delays etc.  
  
  
  

  
  

• Initial Complaint

  Date:07/20/2023

  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 system is still not working properly and it has been installed for over **************************************************** months about a resolution. I have a list of emails describing the issues that I have had in detail.

  

  Business Response

  Date: 07/31/2023

  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.  Upon further review of Customer's account it looks like his system has been working and producing above the estimated productions.  *** has completed a service appointment on June 27th, and will follow up with Customer. 
  
  

• Initial Complaint

  Date:07/19/2023

  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.

  At this point, I just want our solar removed and for us to be taken care. We had our system installed in December 2022. It is now ************* and weve failed 7 inspections. Ive take 32 days off of work as Ive had to be home for both inspections as well as work to be completed. Im absolutely furious that ion hasnt been competent enough to handle this. *** called and emailed the manager **** multiple times with no response.

  

  Business Response

  Date: 07/28/2023

  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 Customer has an inspection scheduled for Monday July 31 and we will make sure follow up after this inspection.  
  
  

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20346431
  
  I am rejecting this response because: its now our 8th inspection with no actual resolution from ***, 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/07/2023

  ION Solar has been in contact with Customer and have offered solutions for the delays, and will continue to work towards a resolution with Customer. Customer has passed all County inspections and will soon have approval to operate their solar system. 

• Initial Complaint

  Date:07/13/2023

  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.

  I made a deal with my sales person for 2 houses they made a mistake with good leap and they did not honor the discount that we agreed on. I have been fighting with ION for months now without any resolution. Despite all the evidence (emails, messages, and even the testimony of my sales person saying that indeed that was not the deal we made and that *** didnt honor what we agreed on) I havent have an answer its been an nightmare working with *** I feel ripped off and angry. They only answer me that they dont know who to talk to, to resolve this ( for me this is absurd because its pretty easy to fix!!!) just give me the deal we agreed on I have provided all the evidence that *** ASKED ME! and still nothing.

  

  Business Response

  Date: 07/19/2023

  Thank you for sending this complaint over to us. ION Solar is committed to addressing customer's complaint.  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 customer.  Upon further review this Customer's Installation Agreement matches their loans and no other incentives or add-ons are written in Customer's Installation Agreement.  

  Additionally: In the signed Customer Installation Agreement(CIA) on page 5 Section: INCENTIVES, ADD-ONS AND REBATES Owner acknowledges that any and all incentives and/or component add-ons offered to Owner are set forth in this Agreement and that no other incentives or component add-ons whatsoever (including but not limited to such things as cash, critter guards, batteries, generators, main service panel upgrades, miscellaneous cash incentives or gifts, ***************) have been promised to Owner by Contractor or will be provided to Owner. The incentives and add-ons identified and listed in this Agreement are the only incentives ever promised to Owner, and there are no others.
  

  
  

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20316714
  
  I am rejecting this response because: They contact me the day the answer, but they told me they were going to contact me the next week to give me the money they owned me, but still nothing. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/08/2023

  ION Solar has reached out to Customer and are currently working towards a resolution.  ION is confirming what was promised to Customer and will be offering a resolution soon.  

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20316714
  
  I am rejecting this response because:Hello, thank you for your answer. I hope you can contact me soon, so we can let this thing solve ones for all. Its been months waiting for a resolution.

  Many thanks 

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

  

  Business Response

  Date: 08/17/2023

  *** has contacted Customer and have been able to resolve Customer's concerns. *** is committed to customer service and will strive to achieve customer satisfaction. 

  Customer Answer

  Date: 08/17/2023

   
  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:07/11/2023

  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 signed up in August 2022. The company said everything will be up and running by the end of 2022 which it was not. It took months for the installation to get started. The first inspection got failed. They had to resubmit for inspections of their corrections, which they let expire twice. This inspection is with my electric company PNM. They still have to fix my electrical panel in my house, and they refuse to fix everything on the inspection report, this is a safety hazard, it has almost been a year since I signed up with the solar, not in compliance and not running and I am paying for something that is not working. I have tried numerous times to contact and which they failed to contact me back I was promised reimbursement of payments, which I have been paying , and now the company is trying to get away with not fixing my electrical panel. I am paying PNM and a solar company at the same time. The project coordinator for this job is Kyle S**** . I have made numerous attempts to reach this individual. I have also called customer service, which they take down the information and promise me that somebody will get back to me, which has never happened ever.

  

  Business Response

  Date: 07/17/2023

  Thank you for sending this complaint over to us. ION Solar is committed to addressing customer's complaint.  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 customer.  Furthermore ION has spoken with CX and will be scheduling an electrical appointment to be able to pass the final electrical inspection and expedite his project and obtain the permission to operate from his utility company soon. 
  
  

• Initial Complaint

  Date:07/07/2023

  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 had a prolonged electrical surge from Dominion Energy on Sunday night 5/21/23. I found that we had damage to our HVAC system and 15 of our 29 solar panels were not functioning. I called Ion Solar, our system installer less than 3 years ago, explained what the problem was and was told that I would have to pay $ 250 to get a technician out to check the system. The first available appointment wasn't until June 5th. The technician said the system needed all the wiring replaced and the system balanced. I asked when this would happen and he told me 1 - 2 weeks. I was told that over the past 7 weeks, I have spoken to every person in the customer service department. I have been lied to 8 times about appointments that were scheduled but no one showed up. Going forward, I contacted the corporate office in **** and was told that someone would be out yesterday, 7/6/23. Four guys showed up and replaced all the wiring on the roof, as well as some of the inverters. At 3:30 pm , the crew ******* informed us that they needed to order 10 more inverters and a noise reduction panel to bring the system back to full operation. No time has been given, any information has been after I contact corporate and I have been lied to by them as well. I am at my **** end and am entirely at Ions mercy to complete the repairs and get my entire system back on line again.

  

  Business Response

  Date: 07/11/2023

  Thank you for sending this complaint over to **. ION Solar is committed to addressing customer's complaint.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and see where the delays occurred.  Upon further review ION was able to get a service appointment on 07/06/23 and while repairing the crew found additional items needing repairs, so the system was only partially repaired since additional equipment is needed to complete the repair, ION will reach out to Customer and coordinate the service appointment.  
  
  

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20290043
  
  I am rejecting this response because: Ion Solar has given me an appointment for 7/17/23 between 2 and 5 pm to supposedly make all repairs and have my system back to fully functional.  I have been lied to so many times that I don't know what to believe anymore. 

  I guess we will have to wait and see what happens on the 17th of July. 

  Please leave the complaint open until I have seen all repairs completed. 

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

  

  Business Response

  Date: 07/17/2023

  *** completed the electrical appointment on 07/17 and customer's ********************** system is now working properly.  Customer and ION have been in contact and consider this matter resolved. 

  Customer Answer

  Date: 07/18/2023

   
  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,
  
  *****************************