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, LLC - Virginia

  2697 International Pkwy Virginia Beach, VA 23452

• 

  ION Solar

  359 CR 202 #4 Kyle, TX 78640

• 

  Ion Solar LLC

  2840 S 36th St Ste 6 Phoenix, AZ 85034

• 

  ION Solar

  9111 Jollyville Rd Ste 104 Austin, TX 78759

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:03/10/2023

  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.

  Transaction 12/31/2022. Cost about ******. We were told that we would have our loan through a certain company with a certain rate. We have text emails videos to prove it. They ended up using the wrong document and put it with another loan company charging an interest rate we never agreed on and a length of time we never agreed on. They admitted they sent the submitted the wrong document to the wrong company. That is was their fault. They told us many times they would fix it. They ghosted us and then somehow randomly deducted from our checking account then later sent a form to get us to sign to auto deduct and we refused. Its been weeks and zero communication on how to fix it. This a would charge us an additional ****** in interest which we would have never agreed to. They made other promises like installing 3 digital thermostats but only sent two and then said we would have to install ourselves even though texts say otherwise. We tried to escalate to management and we have received zero response.

  

  Business Response

  Date: 03/13/2023

  Thank you for sending this complaint over to us. We will reach out to the customer and work towards a resolution.
  
  

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Solar was improperly installed. During times that the panels are not generating electricity they are pulling electric from our power company. *** has said that this is not the proper way that the panels should work and quoted me the specs for the system I have for a properly installed and working system. However after repeatedly telling them that the system is not functioning the way it should, and sending them a detailed explanations as to what is going on with the system, they still give me the run around and refuse to come out and properly troubleshoot the system and fix it. My system has caused my electric usage to increase by about 30 percent, which is very noticeable during the short winter months and cloudy over cast days. On days that my panels are not generating for whatever reason, the panels are consuming approximately ************************* the equivalent of 5 100 W light bulbs burning at all times. I have ran multiple tests to confirm my findings and *** will not fix the issue. Solar panels should have blocking diodes installed on each inverter to prevent the solar cells from drawing power during solar down times, and I believe those diodes were not installed or at the very least installed incorrectly which is why my panels are drawing power from the power company.

  

  Business Response

  Date: 03/08/2023

  Thank you for sending this complaint over to us. We have been in contact with ****************** prior to submitting this complaint. The solar panels are not consuming energy from the utility grid. The only equipment that would consume energy would be the Envoy. Ion Solar has discussed this with ****************** multiple times. At this time, we are looking to send an electrician over to the property for more clarification. 

  Customer Answer

  Date: 03/09/2023

  Complaint: 19554907
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  The company keeps quoting the specs to me and saying that the envoy controller board is what is drawing current. The last call from the company stated from the electrician again quoting the specs of the envoy controller board that it only utilizes at most .5 ***** of energy. I even sent pictures showing that there are a total of 4.2 amps on the 4 legs going up to the inverters. There are 6 circuits in the envoy panel. 2 circuits are going to the envoy controller and 4 circuits are going up to inverters and solar cells. I have explained this several times to the company and they refuse to listen or send a electrician out to properly troubleshoot. The one time we did get a technician out, he was extremely rude, showed up an hour and a half early after I had scheduled my afternoon off so I could be there to show exactly what was going on. He showed up on a very bright sunny day and checked for 5 minutes and said everything was good. I have repeatedly stated that the issue can't be measured on a bright sunny day that it is during the solar downtimes that this is happening. I have even sent pictures showing the 4 inverter legs pulling about 1.2 amps each and the 2 envoy circuits with 0 amps or at least any significant current draw. That is 504 ***** of power being utilized at all times when the panels are not generating. I would be more than happy to drop my claim, if they would legitimately make a effort to properly troubleshoot my issue during the proper times and then give me a valid explanation of why I have 4.2 amps going to my inverters/solar cells during down times. However the company just keeps telling me how the system is supposed to work instead of making a effort to either properly investigate or prove me wrong. 

   

   

  

  Business Response

  Date: 03/16/2023

  Ion Solar is currently working to schedule a time for a certified electrician to meet with ****************** in order to resolve ********************** questions and concerns.

• Initial Complaint

  Date:03/02/2023

  Type:Order 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 contracted with ION Solar to install solar panels on my house, I signed the contract on 9/22/2022, it is now March of 2023, and I was told the next inspection could not be done until April of 2023. I was originally told that my system would be operational in January of 2023. I have read on here that other customers have waited over a year to have their system operational. I wish I had never agreed to this installation, and that is how ION Solar swindles their customers, you sign the contract and have 3 days to back out, but the problems do not even start until much later. Now I am being forced to pay on the loan and my original electric bills. I may seek legal advice to back out of this agreement due to the failure of ION Solar to deliver on their part of a fully operational solar panel system as described in my contract. I did not agree to pay for a non-functioning system to be installed on my home. ION Solar is welcome to come remove their equipment at any time.Respectfully,************

  

  Business Response

  Date: 03/06/2023

  Thank you for sending this over to us. We will reach out and work towards a resolution. 

• Initial Complaint

  Date:03/01/2023

  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 elected to go with Ion Solar as they seemed to be a competent company. However it took them 2 reschedules to finally get the panels installed on the 3rd try (none of the reschedules were by my choice). I'm now still at the city inspection phase and they have rescheduled me 3 times trying to get a 4th date finalized. I'm now paying the loan for the Solar Panels and full electric bill to Xcel due to this delay. This has financially harmed me both in terms of solar KWH banking on my Xcel bill and needing to pay my loan for the panels simultaneously.Unfortunately I cannot begin utilizing my panels until the city approves it after the inspection, but *** seems unable to prioritize me to get the panels inspected and approved, costing me time and money. At this time I would recommend using a different Solar provider/installer.

  

  Business Response

  Date: 03/02/2023

  Thank you for sending this complaint over to us. We will reach out to the customer and work towards a resolution.

• Initial Complaint

  Date:02/28/2023

  Type:Order 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 signed an agreement with ION in September 2021. It took multiple follow *** on our part for them to finally install the system, and then many more follow *** for them to successfully obtain a permit. Subsequently, we had to follow up again multiple times to get them to schedule the inspection by our utility company. That inspection failed, and now despite numerous emails and texts from us, they are no longer responding. Weve asked them to begin the arbitration process, since thats what the contract specifies, but they have not responded to that request either. We want them to cancel the contract and remove their equipment from our home so we can go with a more responsive/solid company. Its been an incredibly frustrating and disappointing experience and we believe we have been (are being) ripped off.

  

  Business Response

  Date: 03/01/2023

  Thank you for sending this complaint over to us. We will reach out to the customer within the next 24 hours. 

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ***** W Solar Energy System from ION Solar on Apr. 6, 2022, for $21,988. ION Solar was committed to installing Solar Panels, Inverters, and Monitoring Devices, which required them to cut out different parts of drywall throughout my residence. They were also required to repair the drywall once the installation was complete. During the Solar Energy System installation, the project manager and team were very proactive in ensuring timeliness of execution, but since they have completed the installation, the team has been haphazard and lackadaisical with the drywall repair. Over the last four months, I have had five no-shows and an absentee project manager. The installation was completed in October, and I haven't had my drywall completed as of 17 February, with no end date in sight. The last no-show was in January, and ION Solar hasn't contacted me since to re-schedule a new date for repair after promising me they would contact me within the next business day. The professionalism ended once they were paid and I would like some answers along with house getting restored.

  

  Business Response

  Date: 02/17/2023

  Thank you for sending over this compliant, we will reach out to the customer and work towards a resolution. 

• Initial Complaint

  Date:02/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with ION on 6/4/22. I was quoted a 4 month timeline. We're almost to the 1 year anniversary and my panels are still not functional. I've been paying for the panels for 6 months now even though they don't function, which means my electricity costs have been essentially tripled in cost. Every time I call, text and email to complain I get no response back from the company.

  

  Business Response

  Date: 02/15/2023

  Thank you for sending this complaint over. Looking over Ms. ******'s account, it looks like her system was activated on December 28, 2022 and her system has been producing as expected. We will still reach out to confirm that Ms. ****** has no other concerns. 

• Initial Complaint

  Date:02/10/2023

  Type:Billing 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.

  Recommended 15 solar panels to produce which is equivalent to *** $20 bill after deductions and credits given by reliant power. However, we are paying $150 power bill + every $125 emi for solar. When we contacted them for higher bills by reliant power company, they are singing diff tunes recommending us to increase solar panels for.additional cost of another $22000.The solar system ION Solar installed was a5.1kW DC that was estimated to produce7,522kWh over the first 12 months ION Solar acknowledged the fact that your solar system's performance during this billing cycle is lower than estimated. As I mentioned earlier, there are many factors that affect solar production that ION Solar cannot account for. Upon further investigation, it looks like your solar system's underperformance was due to the time of year.Based on the given information from Enphase and your electric bill,during this billing cycle,you consumed more than you produced and were charged for the difference.

  

  Business Response

  Date: 02/13/2023

  Thank you for sending this over to us. We will reach out to the customer and work towards a resolution.

• Initial Complaint

  Date:02/08/2023

  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 husband and I have been in contract for a year now with ION Solar. The contract was initiated March 13th 2022. To this day we still do not have working equipment. In this time we have had multiple failed inspections, no show appointments, and placement issues leaving holes in our home. My husband has missed 40+ hours of work for appointments and dog care. Kolten our project manager with Ion Solar has failed all attempts to complete our project. In this time we have also been paying a third party loan with *** for non working solar power. At this point we are beyond frustrated and want a resolution.

  

  Business Response

  Date: 02/09/2023

  Thank you for sending this over to us. We will reach out to the customer and work towards a resolution. 

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19369878
  
  I am rejecting this response because:
  I have been reaching out to speak to someone in charge for two days now. The representative has assured me that I would receive a call sooner than later. Yet, I have received no response. I do not trust that I will receive contact or any action will be taken resulting in a finish to to our project. Unless we receive a written contract of scheduled appointments of finishing this project, we have no intention to drop our complaint. Missed appointments, no contact and failure to finish the project is unacceptable.

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

  

  Business Response

  Date: 02/15/2023

  We have attempted to reach out, but was unable to get on the phone. We will continue to reach out. 

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my lon solar Come out and put a edition to my Solar panels and we told them We needed a 200 amp breaker because ours 60 split breaker. We have failed 2 inspections and still need to fix this problem. We told them from beginning. And now that one the main wires got cut into. the and my Box have more the grounding bar has been over tab.

  

  Business Response

  Date: 02/08/2023

  Thank you for sending this over to us. We will reach out to the customer and work towards a resolution. 

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19363813
  
  I am rejecting this response because: I'm waiting for   I am ion solar to  Schedule the  panel  Upgrade.  Still a working progress  .   They said they will call me this week   We'll see if that happens.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/21/2023

  Ion Solar is working on scheduling a temporary disconnect and reconnect to perform the necessary alterations in order to pass inspection.

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19363813
  
  I am rejecting this response because: I talked to I The solar company and they told me the city said the Box was OK currently as it is present I called the city inspector and he said the system is not correct the panel must be replaced or it will fail inspection again they are telling me a incorrect information or lying I've given the benefit a doubt it's getting the point I might have to  cort 
  
  Sincerely,
  
  *********************************

  
  

  

  Business Response

  Date: 03/01/2023

  Ion Solar has remained in contact with Ms. Marseilles regarding her concerns. We currently have an in person meeting scheduled for March 6th. 

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19363813
  
  I am rejecting this response because:I am sorry it's still not meeting code with our electrical blocks. The ground is not up to code .the only one replaced the supply line to the Box on . The inspector said that the electrical blocks should be replaced. This is the only way everything would be fixed according to code. We're gonna fail the next inspection via the 3rd time. Corporate office in **** is not listening to me or their manager in the area..I am sorry said they were coming out to work on my electrical Box but they did not have a permit from domain *************** They still have not shown up to my house. They were supposed to be between 11 and 12. He Said that the electrician was finishing up a install but an install takes all day to do so I don't think they're coming but they both the law. Saying that they did not have to have a ****** for ****** the ******** power to pull the meter to cut the power off. I need help.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/21/2023

  Ion Solar was able to make the needed repairs to the system on March 14th. We were able to get this customer rescheduled for the final inspection for March 23rd.