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:05/06/2023

  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.

  ION installed solar panels at the end of 2020. In the summer of 2021, our roof started leaking. We thought is was the gutters backing up so had them cleaned. The leaking continued. In 2022, we met with a "head" employee, ***************************, and he had someone come take a look at our roof to see if was in fact ***'s fault or not. That employee showed me pictures that he took. Next to a solar panel was a large nail and he said that some had also stepped next to it and broke the wood underneath. He also "temporarily" patched the hole. Now, ******* will not get back to **. My husband and I have both tried reaching out by phone and email. No response to anything. I had a heart and double lung transplant in ******************************************************* my lungs, that can lead to my death, if I have spores floating around in my house because of this. I know that wood starts to rot when it gets wet, especially when it gets wet over and over. They have broken the integrity of our home and trust and it needs to be rectified. They should still have the photos taken by their employee.

  

  Business Response

  Date: 05/10/2023

  Thank you for sending this complaint over to **. ION Solar is committed to addressing customer's complaint and apologize for the lack of response from one of our company member.  We value customer's feedback as an opportunity for ********************** to improve and will work towards a resolution with Customer. 

  ION was notified of Customer's roof leak on 12/08/2022 and repair was completed on 12/16/2022 six business days later with no other roof leaks reported since then. *** will contact customer and work towards a resolution. 

  
  

• Initial Complaint

  Date:05/04/2023

  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 was contracted by us to install a solar array on our roof (in ********) in order to produce electricity somewhere near the amount of our consumption. 60% of the panels installed are located on the low side of our roof, which puts them in the shade of our neighbors roof during the peak solar producing hours of the day. Ever since the installation, the system has been underperforming as stated by the Enphase App they told ** to use to monitor the panels. We contacted ION Solar numerous times over the course of the 1st year and they proceeded to listen but refused to send anyone out. Then they also pushed ** off to wait a year for consumption / usage / generation data from the electric company. Finally, in one call, they acknowledged the panels were under performing after reviewing all of the data they asked for, but their solution that they offered was for ** to pay for 1 extra panel to be added to our system. They never had a manager call us. They never sent anyone out to see the problem with where they placed the panels on our roof. They refused to take care of the problem that is clearly a design/engineering issue on panel placement. If they were installed on the roof properly to receive the most sun during the day, we would not be filing a compliant. We did our best to be patient, go through their customer "experience" line which got us nowhere. Now we have no choice but to take other action to reach a solution.

  

  Business Response

  Date: 05/05/2023

  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 ********************** to improve and will work towards a resolution.

  In our Customer Installation Agreement(CIA) it 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.    

  Upon review of customer's account, I show his system is producing at 86%-90% of estimated solar yearly production; however, we will contact customer and work towards a resolution. 
  

  
  

• Initial Complaint

  Date:04/25/2023

  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've been an Ion Solar customer since October 2020. Due to a roof replacement, we came in contact with our original sales consultant late last year and agreed to add more panels to our system. That agreement was signed in October of 2022. We (finally) got those panels installed the first week of March 2023. On the day of installation and my husband went outside to check on the progress at the request of the installer. A new electrical system (a breaker box) had been placed on the outside of our home. We never agreed to a new system, just to the addition of panels to our current system. The installer that brought this to our attention stated that he "had never seen this done before" and that he had contacted his POC regarding the abnormality and was told to continue with the install. My husband immediately called our sales rep, and our Area Manager, and ended up discussing (again) the entire problem with __ at Ion Customer Support. He has been working tirelessly to resolved this for us, as in no shape or form did we agree to a new system, only new panels being added to our current system' On 3/16/23, via text, he was able to speak to "the powers that be," and submitted a change order to have the system redesigned to match our expectations. This was to put a stop on all progress until the change order was modified. Then we went into radio silence for a couple of weeks, being told that we should be getting emails/texts with next steps. Nothing. 4/6/23, I received a text from __ indicating that there is a requirement from Xcel in the design tool that basically says the two systems are not under the same program and need to be separated electrically. I spoke to him on 4/12/23 via phone, and he said it's impossible to tie both systems together. This is unacceptable, and we feel we've been duped. I reached out to the *** of Ion 4/12/23 and he said he contacted the ** of Ops and that he'd contact me to address my concerns. I have yet to hear from either.

  

  Business Response

  Date: 04/27/2023

  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 ********************** to improve.

  Upon review and communication with this customer; the extra electrical box(combiner box) from her add-on system will be evaluated, if it is not a requirement by the county inspector or the utility company in this area, we will attempt to accommodate the requests of this customer, and work towards a resolution. 
  

  
  

• Initial Complaint

  Date:04/21/2023

  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 originally signed on with ion solar in april of 2021. The salesman who talked to me, sold me a system that was way too small for my house. It was only 1/4 of what i needed and he lied to me about the refund i would be getting back. he said it would be **** with a military discount but only received 500. In june of 2022 i started contacting the company via email about expanding my system. It took the until October to even respond saying that someone was working on it. Then it took until march of 2023 to get the work done. The city I live in requires inspectors to come out so they scheduled for the inspection, I confirmed with them twice and I took PTO from work to be home for it. The day of the inspection they said that it had to be rescheduled because they never scheduled it with the city. Since then they have been to my house twice for inspections and each time it keeps failing. This is by far the worst company I have ever dealt with in my life. And on top of all of this the sent me a text message saying that they would put me in a raffle if I gave them a 5 star review. Nobody in this company besides possibly the inspector deserves to have a job.

  

  Business Response

  Date: 04/27/2023

  Thank you for sending this complaint over to us. ION Solar is committed to addressing customer's complaint and apologize for misunderstanding regarding incentives, and for the timeline delays for your solar system.  We value customer's feedback as an opportunity for ********************** to improve and will work towards a resolution.

  All military discounts, along with all other incentives will be processed after the solar system is turned on. Customer Installation Agreement(CIA) in reference to estimated timelines; Owner acknowledges that Contractor shall employ reasonable efforts to meet the expected time frames of the overall installation process but also acknowledges that such time frames are provided as estimates only and not as a contractual commitment. Owner acknowledges and accepts that some delays are beyond Contractors control such as delays caused by acts of God, pandemics, civil unrest, labor disputes, adverse weather conditions, acts of a government or other public authority, acts of the Owner or Owners agents, and delay in the delivery of materials by suppliers.  However, we will contact customer and work towards a resolution. 

• Initial Complaint

  Date:04/20/2023

  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.

  see Attached document

  

  Business Response

  Date: 04/21/2023

  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 ********************** to improve and will work towards a resolution. 

  Upon review and communication with this customer; we have been able to address this complaint, customer updated us someone from our Customer Experience Team has contacted her and are working to address her questions and concerns. ION Solar will continue to work with customer in order to remedy this complaint. 

  
  

• Initial Complaint

  Date:04/19/2023

  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.

  I purchased 16 additional panels to supplement my current system to a total of *************************** 2022. I received regular texts and emails leading up to the installation of these panels in December of 2022. Texts and emails included progress on permits and scheduling updates. Once the panels were installed communication came to a complete halt. Payment for the system started in January. In March I was requested to sign a document that was explained poorly to me. This Document to my understand was to inform my utility company how many panels were in use. After a week *** reaches back out to me and informs me that my utility company has denied my request for 16 panels and will only approve 10. I was told a manager would contact me to inform me of the next steps to take. I called several times to speak to said manager and was informed he was let go from the company and that someone else would reach out. Weeks go by and the only communication from *** was that they plan to contact me but never followed through. I feel like I'm ignored because of their mistake. I've been informed several times that someone will reach out to me for a resolution. I want to keep my panels that I'm already paying for, but its looking like I'm going to lose 6 of them. I want this company to stop avoiding me and get this finished.

  

  Business Response

  Date: 04/19/2023

  Thank you for sending this complaint over to us. ION Solar is committed to addressing ************** complaint and apologize for lack of communication regarding this matter.  We value ************** feedback as an opportunity for ION Solar to improve and will work towards a resolution. 

  Upon review and communication with ************** ION Solar is in the process of remedying this matter with the utility company and our customer. ********************** will be refunding customer for the additional 6 panels not previously approved by the utility company. 
  
  
  

  
  

  Customer Answer

  Date: 04/20/2023

   
  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:04/17/2023

  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 purchased solar panels from ION in November 2019. They were installed in late May 2020. We were told that we would get, on average across the year, 60% of our energy consumption covered by the panels. I checked our consumption periodically at first but knew there would be variation, so I tried not to panic that it was lower than that. In January 2023, I used my electrical company's bills to calculate the proportion of energy consumption that was covered by the panels, and it was <25%. I have been in contact with *** since then, and they have not come up with any promising solutions. They sent out a crew to make sure the panels are working fine, and they are. *** says the problem is "shade". We did not sign a shade waiver (though one apparently exists). The objects that could cause shade are two chimneys (both already there when ION came up with the 60% estimate) and a few trees, which were already tall at the time of the estimate (i.e., there aren't new big trees that are creating shade where there was none in November 2019). The only solution ION has proposed is moving panels around, which they would potentially charge us for, even though it's their fault they miscalculated the energy yield of the panels. Importantly, there's no reason to believe moving the panels would more than double their production, which is what would be needed to get the panels anywhere close to the promised level. If ION had been honest with us about how little energy the panels would produce, we would not have made the investment. I have no problem paying what we paid if we had actually gotten the product we were promised. In the absence of that product, *** should demonstrate - financially - that they are willing to make us whole. I do not expect a full refund, but this was a substantial financial outlay: accordingly, substantial compensation is warranted.

  

  Business Response

  Date: 04/18/2023

  Thank you for sending this complaint over to us. ION Solar is committed to addressing ******************* complaint and apologize if her system is underproducing.  We value ******************* feedback as an opportunity for ION Solar to improve and will work towards a resolution.
  For reference in our signed Customer Installation Agreement(***) and in regards to this complaint related to the solar panel underproduction of energy our *** states:  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 payfor) any expected utility bill offset (or any other offset of any kind) not actually realized or earned. 
  However, we will contact ******************* and work towards a resolution. 
  
  

  Customer Answer

  Date: 04/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The company has also contacted me directly and has been open to hearing more about my experience. While I do not yet feel that this issue is resolved, I am hopeful that we can work toward a solution that both parties are satisfied with.
  
  Sincerely,
  ***************************

• Initial Complaint

  Date:03/29/2023

  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.

  For the last 3 years sales reps have come to my door frequently. They all ignore my "no soliciting" sign. I've said no every time they have come. Finally I allowed a sales person to enter my home and give a proposal. I said no to him. Yesterday another person came to my door. This is harassment. They won't stop coming. They have never respected my answers. I am SO FED UP. Please do something. Please reach out to them on my behalf. PLEASE.

  

  Business Response

  Date: 03/30/2023

  Thank you for sending this complaint over to **. Ion Solar appreciates Ms. ******** feedback and we sincerely apologize for disruption that was caused. We have placed her on a "Do not contact" list to prevent this from happening in the future. 

• Initial Complaint

  Date:03/20/2023

  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.

  I had solar panels installed in July of 2022. The city inspector came to inspect the system, which failed because of a breaker issue. Ion Solar sent 3 different electricians out over 2 months to resolve the issue. Each time the electrician did not have the correct breaker. Finally the correct breaker was installed. I then waited 2 more months for the final inspection to take place. The system was not up and working to full capacity until February 2023. I started making payments on the system in October of 2022. Ion Solar said they would reimburse me the payments made while the system was not functional. The problem is no one will return my calls. I feel like I have been very patient and understanding. I am not sure why the company will no longer contact me regarding this issue.

  

  Business Response

  Date: 03/21/2023

  Thank you for sending this complaint over to us. ION Solar is committed to addressing **************** complaint and apologize for the difficulty ************ has had in receiving a response from us.  We value **************** feedback as an opportunity for ION Solar to improve and will work towards a resolution.

  
  In full transparency ************ and ION Solar have a signed a Customer Installation Agreement(***) in that agreement ION Solar's responsibility/duty related to this complaint are addressed in pg. 5 & 6 of *** sections:

  THIRD-PARTY LENDER(S) Owner specifically acknowledges that this Agreement 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 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). Additionally, Owner shall remain
  responsible for payment to Contractor of all amounts due for Contractors installation services hereunder independent of
  whether or not Owner is or is not able to secure financing from any third-party lender(s). 

  However we will contact ************ and work towards a resolution. 
  

  
  

• Initial Complaint

  Date:03/16/2023

  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.

  Our interaction with Ion Solar started in Nov2022 with a D2D sales rep knocking on our door to pique our interest in solar. From there, we scheduled an appointment with their salesperson ***************************. ******* showed up and presented us the potential savings of installing solar and how it will essentially pay for itself as it will offset our electric bill entirely. He also mentioned that we would be put on a 12-month billing cycle with PGE after installation. Neither of these points turned out to be true. I asked a good friend of mine if he would be interested in going in on solar together to see if we can get a better deal from *******. ******* offered us each a $1,000 check and $300 ********* gift cards to be sent upon installation if we signed up with him. We thought it was a good deal so we both signed up. Mind you, these incentives were verbal agreements; none of this was on paper. Fast forward to Jan2023, panels are installed. My friend and I reached out to *************************** for the promised incentives and were both met with a short yup on it. This went on for 30+ days. We would reach out to check on the progress of these incentives and ******* would either send a will these sent out ASAP or straight up ghost us. Having been fed up, we reach out to Ion Solar corporate. ************************* hears our story and sends an email out to ******* and ccing us both on it. *************************** responds to the email with a yup on it. To our surprise, we received the $1,000 via Zelle a week later. However, the $300 ********* gift cards were still nowhere to be found. At this point, were 60+ days past installation and we were still missing the last half of our promised incentives. So I finally submitted my post-installation survey, giving them a score of 1/10. ******* IMMEDIATELY responds by sending both my friend and I the promised $300 gift cards. Had we known that he was going to treat us like this after signing, we would NEVER have signed with Ion Solar.

  

  Business Response

  Date: 03/21/2023

  Thank you for sending this complaint over to us. ION Solar is committed to addressing **************** complaint and we apologize for any frustration they have experienced thus far.  We value **************** feedback as an opportunity for ION Solar to improve and will work towards a resolution. 

  We will promptly reach out to ************ within 24 hours to better discuss his concerns.