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

  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:07/06/2023

  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.

  Hello there, My name is ***************************. I have a new solar instalation in my house. I was told by the sales I am going to have 70$ ****** every month and I will pay the rest of 109$. That is why i signed for ION. But I didn't get that money yet. So I have to pay the total amount of 179 dollars last month. I tried to contact the sales, he is not helpful. I tried to fill out srecs trade form but there a lot of information that needs to be filled by ION team. I reached out Srecs trade they said the application is incomplete and i have to reach out *** to filled that out and submit I reached out the sales man again but he is not clear to me. Please please fix this problem, I'm not happy about this at all. I don't want to pay 179$ again for this month, this is out of my buget and I was told my bill will 109$ every month. This is not a very good experience at all. Thanks you

  

  Business Response

  Date: 07/11/2023

  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.  Customers ins certain states qualify for SREC credits, and this may be what the sales Rep had mentioned to this Customer.

  Additionally in our Customer Installation Agreement(CIA) under the 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. Additionally, Owner hereby acknowledges and agrees that any and all rebates issued for the installation of the Solar System shall belong exclusively to Contractor, unless otherwise explicitly stated in this
  Agreement.
  

  
  

• Initial Complaint

  Date:07/03/2023

  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.

  ION Solar approached my address with the intent of selling their services and/or products to me. This is despite the no solicitation sign hung near my door. I spoke with the salesperson in question briefly, but after multiple attempts to decline their products and services, they wouldn't leave. I explained that this was during my work day, but my explanation was unheard.I sought to get them to leave by giving in and giving address information to setup an additional appointment that I planned on not showing up for or cancelling, but then they followed up with requests to see billing paperwork I had no intention of showing a third party at that moment.I want my no solicitation sign respected - this could very well count as criminal trespass in my jurisdiction, and I have approximately 6 minutes of video proof of this interaction from my doorbell. I am debating on exploring this option.

  

  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 place this Customer in our do not contact list, and apologize for the inconvenience this has caused. 
  
  

• Initial Complaint

  Date:06/27/2023

  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.

  Solar companies were competing for our business. I signed a contract with ********************************* and a few days later "ION Solar" knocked on our door. The *** salesperson, *****, convinced ** that *** was a better company and quoted us less for the same amount of solar panels. I paid 1K to have the ******************* voided as ***** from *** assured us a better deal, better panels, and a promise that our Xcel bill would "disappear"We pay $180-$300/month STILL to Xcel. At 6 months, we contacted ION Solar- they TEXTED us "Xcel requires" a year of solar before changes can be made to the system and we needed to send bills to *** for review. After the year was up I was contacted by ***** from *** to send them a current year of utility bills so they could evaluate any additional panels needed since we are still receiving energy bills.I was told we need another 25K in panels. This is DOUBLE the panels and DOUBLE the amount we were initially quoted. How was the energy usage miscalculated by half?We still receive bills from Xcel; ION solar is NOT covering the electricity usage. *** told us several times that the Xcel bill would be only the amount to be connected to the grid which is about $7. Now we are forced to stay with ION SOLAR that we believe was purposely under scaled to get our business. We have honored our part of the bargain- even breaking a contract with the initial solar contractor. We were told there would be $7/mo Xcel bills. We were misled and feel like we were lied to. We are still paying for Xcel bills (*******) AND $107/month (the initial loan of 24K) This appears to be fraud.We were told the only way to get the utility bills to 0 is to pay ANOTHER 25K and double the panels. We never would have agreed to this if 49K was quoted initially for solar. 24K sounded reasonable for 13 panels by ION SOLAR's assessment. 49K would have been a definite NO. I think since ION SOLAR deceived us regarding panels and what their company promised in covering Xcel bills.

  

  Business Response

  Date: 07/06/2023

  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. Additionally: In the Customer's Installation Agreement in regards to the solar productions states; 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
  
  

• Initial Complaint

  Date:06/26/2023

  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.

  Second time *****************************, solar salesman, has missed an appointment at my house. First time was June 19, 2023 at 8 pm. And now, June 26, 2023 at 4:30 pm. His telephone number is ************. Such a waste of my time.

  

  Business Response

  Date: 07/05/2023

  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, ***************************** is one of our setters, who sets appointments for our sales reps.  It looks like this account is under ************************* the sales rep. I will be contacting the correct sales rep and will make sure ***** or another of our sales rep reaches out to this CX.  ION Solar apologizes for the delays this may have caused. 
  

  Customer Answer

  Date: 07/07/2023

   
  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:06/14/2023

  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.

  Ion Solar installed solar panels on our home in the summer of 2022. A few months after the solar was installed, the solar panels stopped working due to an electrical issue. First, we were never contacted that our system was down. It was down for almost 2 months before I noticed that our electricity bill reflected zero solar production for an entire month. Once we contacted Ion Solar, it took them over 4 weeks to repair and reconnect our system.Then in April 2023, we experienced the same issue with our solar panels. It took multiple phone calls and over 3 weeks to get Ion Solar to come to our house. We explained to them repeatedly that it was not an internet issue and that it was an electrical issue similar to the first time the system went down. Instead of sending an electrician, they send a wireless person to confirm that it is was an internet connection issue. They finally sent someone to reconnect our solar. It was up and running for 4 days before it went down again. We continue to contact the company to send someone but they won't. They're telling us that the system is working fine when our app shows that the solar panels are not reporting. The app says data is uploading since May 23rd when the system was up for 4 days. The app shows no other energy production after May 23rd. Ion Solar keeps giving us the run around. They say they will call us back, but never do. They say they have informed someone that our request is urgent, but nothing has been done to resolve our issue.

  

  Business Response

  Date: 06/15/2023

  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. Additionally upon review of Customer's account, *** has done three home visits and troubleshooted the issues related to Customer's complaint, the latest being on 05/19/2023.  *** has contacted Customer and are working towards a resolution. *** apologizes for the lack of communication and will strive to be better. 
  
  

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20184879
  
  I am rejecting this response because: Ion Solar called to address the BBB complaint. During the call, the *** representative stated that someone from Ion Solar would come to inspect our solar today (Friday, 6/16). We called Ion Solar this morning and they confirmed that no one was scheduled to come to our house. It is now 6:42PM. No one came to our house to inspect the solar. We requested an appointment to be scheduled but nothing is set yet. Supposedly, someone will call us next week. Again, the same run around we have been receiving since April 26th. 

  Also, I'd like to clarify the response provided by Ion Solar. They have only come twice to our house since April 26th. The first visit was when they sent the internet guy, despite us repeatedly telling Ion Solar it was not a WiFi issue and sending a picture of the light indicating that the system was not on due to an electrical issue. We waited 2-3 weeks again before the second visit. They were able to turn the system on but it turned off again 4 days after it was off. We continue to have to contact Ion Solar multiple times before anything is ever done.

  As such, I will reject the company's response until they have repaired our solar and it actually works without shutting down again.

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

  

  Business Response

  Date: 06/20/2023

  ION Solar has maintained contact with Customer and are continuing to schedule appointments to troubleshoot her solar system.  Customer has a scheduled appointment for **** 22 to trouble shoot and repair her system.  On **** 16, ION Solar had promised a phone call follow up with one of our representatives in our ******************************* who did follow up with Customer, we did not have home appointment for **** 16.  ION Solar will continue to work with Customer until her system is fully operational. 
  
  

• Initial Complaint

  Date:06/09/2023

  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.

  Ion Solar quoted me $23,680 for a complete solar panel system with a contract that contains heavy fees for cancelation after 72 hours. They did not furnish me with the equipment models and configuration until after this time, at which point I realized this was a scam. They are trying to charge an extra $10,000-$12,000 over market cost for the equipment and labor. Nobody at the company would talk to me or give me a pricing breakdown, which just confirms this. They kept trying to file and push my project forward despite numerous attempts on my part to get clarification first. They immediately sent me a bill for $3,500 and demanded I pay it or it would be sent to collections. Their goal is clearly to scam people into hugely inflated loan contracts or squeeze out several thousand dollars with threats against people's credit when they catch on to their shady practices. This is dishonest and immoral and they should not be doing business in ****. No work has been done on my property and nothing has been installed at this time.

  

  Business Response

  Date: 06/13/2023

  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 will work towards a resolution with customer. Additionally: In the signed Customer Installation Agreement(CIA) on page 6 is states "YOU (OWNER) MAY CANCEL THIS AGREEMENT AT ANY TIME PRIOR TO MIDNIGHT ON THE
  THIRD (3rd) BUSINESS DAY AFTER YOU HAVE SIGNED IT.... If Owner requests to cancel more than three (3) business days after the Effective Date of this Agreement, cancellation fee(s) shall apply".

  After speaking with the Customer, he has decided to move forward with installing the solar facility. Currently he has no other questions or concerns. Ion Solar was able to give him the contact information to our Executive Resolutions team to report any additional concerns if they come up during the installation process.

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20165456
  
  I am rejecting this response because:

  I am being forced by the terms of the shady business practice and lack of communication by the business before the "3 day ******" was up to continue with the installation. My only other alternative is to take them to court to get the contract nullified. I still wish to completely cancel the "contract" as no work has been done on my house yet except for 1 technician who looked at my roof with me for ***** minutes and then left with no changes made. This does not constitute a $3,500 cancellation fee but they tricked me by hiding their product line behind a contract and didn't give me the specifics until after the grace ****** had expired.

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

• Initial Complaint

  Date:05/31/2023

  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 would never recommend this company. Oh they are great when they want to sell you something, and they love to tell you what you want to hear. However they don't stand by or back their product once they have it installed your panels and have your money.In 2020 we had 28 panels installed, and at that time I asked about the "Critter Guard" metal webbing used to keep rodents and pigeons from nesting under the panels. I was told at that time if there was a issue they would come out and install no problem. Now 3 years later we have a problem with pigeons nesting under our panels. I called ION to have them come out and install the Critter Guard (btw it took 5 phone calls over 3 months for someone to FINALLY call me back), and there response was first that it would be an additional $2000, and second that they (ION) would not provide a guarantee or warranty with critter guard purchase/installation. Meaning if critters still get under your panels and cause damage you would be liable for that damage and the cost of replacing it. Now I am not so stupid as to think there wouldn't be a cost, but why not roll that into the initial financing of the panels. Also why wouldn't you install them when you installing the panels, surly that would have been the easiest time to do so!!!!Bottom line is I am trying to protect my $46,000 investment and for the life of me I can't figure out why ION Solar doesn't want to protect or back their product!!!NO I WOULDN'T RECOMMEND THIS COMPANY.

  

  Business Response

  Date: 06/07/2023

  Thank you for sending this complaint over to us. A Critter Guard quote was presented to the Customer on May 22, 2023 and has not responded to our Customer Experience team since May 31st.  As the Customer stated in her complaint, there is a cost associated with the critter guard. The price we charge for the critter guard is standard MSRP, however, we have suggested that she could look into third-party contractors that could potentially do the critter guard for a lower cost. Our Executive Resolutions team will continue to reach out in an effort to address her concerns. 

• Initial Complaint

  Date:05/30/2023

  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 is regarding the ****** branch. Initially, when signing up with ION everything was smooth, and we coordinated the installation of our solar panels flawlessly. However, nothing has gone right since the installation of the panels. To begin, it has been five months since the installation of the panels and we have yet to get our trench inspected (had to trench to connect panels from detached garage to house) and therefore, have a gaping muddy trench in our backyard for the past several months. Additionally, the electricians installed the improper breaker amp on the sub panel (150w versus 100w). The electricians did come out to fix this, but according to the city inspector, did not do it fully and have to come back out yet again. Of note, my wife and I found this out due to reaching out the city inspector directly, which we should not have to do. My wife and I have attempted to navigate these issues with those at ION Solar (******), but we keep getting the run around. We have both been told at least five times each that we will be getting a call back from our project manager (***) as well as ******, only to not have them call or be available when we call back. When we call, we keep getting directed to different individuals. To top it all off, because of these issues, our panels are not working and we have no resolution(s) in sight and YET, are expected to start paying on them. After reaching out to ***'s lender (Dividend), we were advised that solar companies will pay on this until it is operational. We reached out to ION, and to no surprise, have not heard back from ION Solar ******. This is completely unacceptable and we feel stuck since the panels have already been installed.

  

  Business Response

  Date: 06/06/2023

  Thank you for sending this complaint over to **. Ion Solar's contractor was able to complete the trenching work needed to pass the final inspection. We have attempted to reach out to the Customer in an effort better discuss his concerns over the phone. Once we hear back from the Customer, we can move forward to the next step in the system activation process. 

• Initial Complaint

  Date:05/27/2023

  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.

  In April of 2022 I purchased a very expensive amount of solar panels from ion solar with the promise that their service and installation process would be smooth and hassle free. Her we are barely a year later. 7 days since I placed a call to their customer service center with the promise of being contacted in 48 hours. The only thing Ive received is an email saying someone will be reaching out with in 48 hours to begin working on my solar panel issue. After more the. 48 hours I sent an email in response to their email with no response. The install was a nightmare. Now the service is even worse. You pay as much as a cheap car for these panels that honestly arent all they are cracked up to be. They want their money now now now but cant even follow through with service.

  

  Business Response

  Date: 05/30/2023

  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 will work towards a resolution with customer. 

  Upon review of Customer's account, It seems the system is not reporting correctly to Enphase(our solar monitoring system), this could be the cause of specific microinverters to each solar panel, or the gateway may have been disconnected from the internet. *** will reach out to Customer and will send a tech out to troubleshoot the system and apologize for the lack of communication on behalf of ION Solar. 

  
  

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20111719
  
  I am rejecting this response because: I have not spoken with the company yet. Once I speak with the company and am advised when someone will be out to resolve the issue and why I have receive no further communication on the phone call and email I have to them I will consider closing or accepting the closure of the case. Until such time I ask that BbB keep the case open and Ion Solar work with me to bring this issue to resolution ASAP. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/02/2023

  A previous phone call was made to reach Customer, to which was unsuccessful, however ION Solar has been in contact with Customer and is working towards a resolution to this matter.  

  Customer Answer

  Date: 06/10/2023

   
  Complaint: 20111719
  
  I am rejecting this response because: issue is still not resolved.

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

  

  Business Response

  Date: 06/12/2023

  ION Solar has been in contact with Customer and completed a troubleshoot electrical appointment on June 5th, *** was hoping the issue had been repaired, however it now seems like we need to replace some breakers on the Solar Panel.  Another appointment has been scheduled June 13, *** will continue communication with Customer, during the electrical repairs. 

• Initial Complaint

  Date:05/09/2023

  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.

  I feel like I was deceived by this company. They came out went over all the options and gave me the impression that I would be getting solar as well as a batteries installed that would power my lights even when there's an outage in my area. So I sign the 25 year $40,000 contract, they come out and install everything and it was good to go by November. Im no solar professional so all this time Im thinking everything is all good. February comes and theres an outage in my area and at that point I realize my lights went out too. Very surprised I reached out to ION and was told that I don't have any batteries. They tell me to email 3 managers (which I did) for a resolve, no response other than let them do some research on their end. 3 months later they haven't responded since. For 3 months now I've called and recorded my calls with my account manager and customer service agents. I called back today and they tell me oh well there's nothing they can do. They say that the sales agent didnt document anything regarding what I was getting in writing. Is it my fault what the sales agent wrote or didnt write? Although they dont know my personal expenses, etc they suggest I reach out to a company of my choice and pay for a generator installation. This is ridiculous considering I was told one thing and got another. Their sales agent dropped the ball and apparently I as the consumer is expected to bite the bullet and fix it at my expense. And yes it took them 3 months to tell me this. So basically they locked me in a contract and deceived me on what I was getting. When I recently spoke to the loan company Mosaic their agent told me that more than likely *** doesn't care to get a resolve or make things right for me because *** has already been paid in full. At this point I truly believe that.

  

  Business Response

  Date: 05/11/2023

  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 will work towards a resolution with customer. 

  In the signed Customer Installation Agreement(CIA) on page 5 section POWER OUTAGES/ONGOING UTILITY PAYMENTS Owner understands and accepts that the Solar System will be installed in such a way that it is tied to (rather than independent of) a public utility grid that, unless specifically listed in the section entitled Components of Solar System Installation, does not include a power back up source. Among other things, this means that whenever the public utility grid is out of service, the Solar System will automatically shut down until the public utility grid is once again active and in service. 

  This customer's signed agreement did not include a solar battery system, battery systems are between a $15,000 - $20,000 additional charge that would be documented in her installation agreement. As mentioned ION will contact customer and work towards a resolution.   
  

  
  

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20036990
  
  I am rejecting this response because:
  

  I am aware of how the process works with the utility company which is why I told the sales agent that we needed our system to still run regardless of what's going on with the  utility company. That's when the discussion of batteries came into the conversation from the sales rep. *** problem is that as a consumer when you verbally discuss something with a sales agent you assume that the professional you're speaking with is going to add what was discussed to the contract. I assumed that I could discuss what I wanted with the sales agent and get just that. Never the less what he explained to ** and what we were under the impression we were getting is not what we got. It's very upsetting that everyone I have reached out to with ION Solar is basing a resolve for ** around what the sales agent wrote. I can not control what the sales agent wrote, I only know what we verbally discussed with him. However, we are the ones stuck with what we were "given" and a 25-year contract.

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

  

  Business Response

  Date: 05/15/2023

  Upon further communication with Customer, it was made clear her installation agreement did not have a Solar battery system added to it, furthermore Customer was never charged for one.  ********************** does a welcome call with all our customers that goes over all the details of their system, financing portion, system size, including any solar battery back up add-ons etc, and during this call the battery system was never added to Customer's account, or mentioned. ********************** would honor this if it would have been found in the Customer's installation agreement or in writing form from the sales rep.   

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20036990
  
  I am rejecting this response because:

  *********** has basically put me in a position to accept the outcome of not having a battery no matter what happens because their sales rep did not add it. Basically there is no resolve for me, I have to just accept what they gave me. Hopefully everyone sees this report and know to either run and don't accept anything from this company's sales reps. ** double and triple check to make sure that they honor what they verbally tell you because if not you will be in my position. I saw complaints of other customers who experienced the same thing. I wish I had checked here before signing anything but you live and you learn. 
  
  Sincerely,
  
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