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

  12702 Toepperwein Rd Ste 230 Live Oak, TX 78233

• 

  ION Solar - Oregon

  9425 SW Commerce Cir Ste B22 Wilsonville, OR 97070

• 

  ION Solar

  359 CR 202 #4 Kyle, TX 78640

• 

  Ion Solar LLC

  2840 S 36th St Ste 6 Phoenix, AZ 85034

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:05/01/2025

  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.

  Our solar went down. We contact ion to have it repaired under the warranty. They sent an employee out who said he had to order parts and would return after the repair. ****** it came time for the repair they sent out a different employee who noticed it was just a burnt out fuse. He went and purchased a new fuse at **********. He then showed my husband how to change the fuse in case it happened again so we could fix it instead of waiting weeks for repairs. The fuse keeps blowing indicating a bigger issue. We keep calling ion but they will not let us speak to a supervisor. Each time we call we are told someone will call us back. Then we receive text messages from them saying they will not service our system under the warranty since we changed the fuse ourself. We only changed the fuse as directed by their employee. We have tried for 2 days to get ahold of someone unsuccessfully.

  

  Business Response

  Date: 05/09/2025

  Thank you for sending this complaint over to **. 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. ********************** has been working with the customer to provide a resolution. We are currently scheduled to return to the customer's home on 5/12/2025. We have informed the customer that their warranty was still intact after being able to discuss the issue further. ION Solar will work with the customer to ensure that the issue has been resolve once the appointment has been completed. 
  

• Initial Complaint

  Date:04/30/2025

  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.

  May 2024 contacted by ******* ********* *************) representing and working for Ion Solar.During sales presentation we were told that if we installed solar panels State of Oregon offering rebate of 30% of cost of solar. Which in our case was $15,234.00. We agreed to proceed with installation of panels which were installed in June 2024. We were not given any papers to file for Rebate, we were told just submit installation papers to Tax accountant. In filing we were told we did not have all documentation for rebate. We contacted ION Solar several times and they kept deflecting our concerns and told us they wer not tax professionals. Several other contractors in area told us that Rebate forms and paperwork is submitted for the client by the contractor. *** kept saying they had no responsibility on that. So we figured we would do this ourselves and contacted State of Oregon Energy trust and was told that all funds for 2024 had been used up in beginning of 2024 and all contractors had been notified.We contacted our salesman and he remembered us but when we told him our situation he said he didnot work for ION Solar in 2024. That he worked for them in 2022 and then proceeeded to tell us what a horrible sleezy company they were and "they pretty much told their salesman to say anything to get the deal"We were planning on taking that rebate and paying it towards the solar thus our payments for solar would remain at $192.60/month but now in November they will go us $275.60/month.We were lied to and its not fair! We are both 69 years old, not able to work as much and this is a financial burden on us. Also all the salesman had for us to sign the contract was on an eye pad. We FINALLY got the printed contract from ION Solar when we had to go thru hoops just to be able to download it and print it out!! Plus my husband has bad macula dengeration and it makes it very hard for him to see/read anything on an eye pad.Thank you ****** and ****** ******

  

  Business Response

  Date: 05/09/2025

  Thank you for sending this complaint over to **. 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. ********************** does not guarantee tax credits or rebates because each individual tax situation is different and we are not tax experts. We do inform our customers to work with a tax professional for better assistance. ION Solar provided the customer with their Tax Packet per their request, but our specialists are unable to provide tax assistance as they are not tax experts. Additionally: In the signed Customer Installation Agreement(***) on page 3 and 5 -
  
  DESIGN AND INSTALLATION SPECIFICATIONS
  

  NO EMPLOYEE OR REPRESENTATIVE OF CONTRACTOR IS AUTHORIZED TO MAKE ANY PROMISE TO YOU THAT IS NOT CONTAINED IN THIS AGREEMENT (WHICH INCLUDES THE DESIGN AND INSTALLATION DOCUMENTS) CONCERNING COST SAVINGS, TAX BENEFITS, OR GOVERNMENT OR UTILITY INCENTIVES. YOU SHOULD NOT RELY UPON ANY PROMISE OR ESTIMATE THAT IS NOT INCLUDED IN THIS AGREEMENT.
  
  NO TAX CREDITS GUARANTEED
  
  During the sales process, it is likely that Owner was informed of general tax credits and incentives that, generally speaking, may be available to users of solar energy. However, by signing this Agreement Owner expressly confirms and agrees that at no point has anyone (including but not limited to Contractor) ever analyzed Owners specific tax situation or ever promised or guaranteed Owner any specific tax credit(s), rebate(s), incentive(s) or the like. Owner acknowledges, agrees, and accepts that no one, except Owner and Owners tax advisors (which Contractor is not), is/are in a position to know what specific tax credits/incentives/rebates may or may not be available to Owner based on a variety of factors entirely unknown by Contractor such as Owners finances, tax filing status, etc.
  TAX AND OTHER FEDERAL, STATE, AND LOCAL INCENTIVES VARY AS TO REFUNDABILITY AND ARE SUBJECT TO CHANGE OR TERMINATION BY LEGISLATIVE OR REGULATORY ACTION, WHICH MAY IMPACT SAVINGS ESTIMATES. CONSULT A TAX PROFESSIONAL FOR MORE INFORMATION. Owner hereby agrees that Contractor is absolutely not responsible for anything related to any tax credits, rebates or incentives whatsoever and to that end hereby forever releases and waives any and all claims which Owner may have against Contractor (or any of Contractors agents or assigns) which arise from or relate to the availability or non-availability and/or the amount(s) of any specific tax credit(s), tax incentive(s), tax rebate(s) as well as any and all other claims arising to or pertaining to Owners taxes. 
  
  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, promotions, etc) have been promised to Owner by Contractor or will be provided to Owner. 

• Initial Complaint

  Date:04/24/2025

  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.

  4/8/25 ION reached out to inquire about type of metal roof we were getting. On 4/9/25 ION,was advised the type of metal roof.4/8/25 ION arrived to remove panels for new roof install. Said they were unable to remove panels due to clerical error on their part.4/9/25 ION removed panels 4/16/25 Called ION to schedule reinstall. *** advised they had not received payment. They had not sent any invoice so how can they receive payment.4/17/25 ION received payment 4/21/25 *** said they had not received payment 4/22/25 ION now asking about a roof inspection. This was never mentioned in any previous communication 4/23/25 ION scheduled reinstall of panels for 4/24/25 between 11am-2pm 4/24/25 ION didn't show called and was told they were held up at prior job will be here by 3pm. No show at 3pm, called ION was advised they didn't have parts or equipment to put panels on the new roof. Spoke with a supervisor who advised it had to go to their design team before panels can be reinstalled.ION has had our money and every time we call we get a different excuse. We paid almost as much to get panels removed as we paid for the original panel install. When they told us from the start it would cost $100 and they would store them for us. We are paying for panels that are sitting in our backyard because ION can't get their c*** together and get our panels back on our roof.This entire process is costing as we are not making electricity.

  

  Business Response

  Date: 05/02/2025

  Thank you for sending this complaint over to **. 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. ********************** has been in communication with the customer to resolve the complaint. We had a return appointment with the customer for 5/2/2025. It was determined that the equipment we had for the work would not be compatible with the roof the customer has. This has been sent back our design teams to ensure that the information is correct so that we may return and install the customer's panels. 
  

• Initial Complaint

  Date:04/24/2025

  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 have had ION since 2022. I was promised certain numbers for solar panels. Since day 1 they have not worked anywhere close To where I was promised. The install left damage to my home that required the attic to be repaired, the fuse box was misconfigured leading to fuses melting leading me To pay an electrician replacing all fuses and fixing what wasnt damaged to prevent future fire hazards. Then finally my Enphase equipment sold by *** stopped communicating with my home network. I have called 3 separate times since 2024 working through an entire troubleshooting process only to have enphase point the finger to ION then ION point the finger back to enphase. My last ditch effort I reached out to the main person in charge locally, he was able to get me a call only for the person to tell me I needed to pay $250 for them to come out and even look at whats going on because now my equipment is out of warranty. *** had issues since day 1 and purchasing from *** has cost me more money than Ill ever save against all promises when first pitched to me and will remain my biggest regret of my life.

  

  Business Response

  Date: 05/02/2025

  Thank you for sending this complaint over to **. 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. ********************** has made attempts to contact the customer about the complaint. A response was received from the customer and they advised that they have been at work and were unable to answer their phone. The customer let us know that "unless a technician can come out without charging me $250+ to fix an issue Ive had since 2024 there will be no resolution". *** has agreed to waive the fee as a one-time courtesy so that the customer's system can be reconnected to the home's WiFi and begin showing production on the mobile app; additional troubleshooting will be done if needed. Additionally: In the signed Customer Installation Agreement(***) on page 6 and page 11

   

  POST-INSTALLATION SERVICE CALLS

  Except as covered by or otherwise set forth in the Limited Warranty (Exhibit A), if at any time after installation is complete Owner requests that Contractor inspect or otherwise perform any maintenance or service to the Solar System or any component thereof (a Service Call) Owner shall pay Contractor on a labor plus parts basis.

  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:04/09/2025

  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.

  My husband already told Ion Solar over the phone that any more attempts to contact him or me will be considered harassment before they showed up today. They have violated our no soliciting sign twice and pretended to be from *************** I had to tell them to leave at least 4-5 times before they finally left.

  

  Business Response

  Date: 04/14/2025

  Thank you for sending this complaint over to **. 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. ********************** has attempted to make contact with the customer about this complaint, but the Homeowner has requested no further contact from ***. We have included the information from this complaint to add the Homeowner to the No Contact list.  
  

• Initial Complaint

  Date:03/26/2025

  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.

  Their electronics in the system keep telling me that the solar panels are not meeting design. After roughly 3/4 weeks of no response from their customer service they NOW have rescheduled a technician visit 3 times. Im fed up with it!

  

  Business Response

  Date: 03/24/2025

  Ms. Angel:
  
  I recently received a letter from you regarding a Complaint (ID # *********.
  
  This complaint has been made against our company in error.  We have not found any record of having performed a project for the customer identified in the letter.  *********** has not installed any residential solar systems in over ***************************************************************** *********  
  
  The person who filed the complaint (or the BBB) has confused our company with the one with which he is dissatisfied.  Through an internet search, I was able to identify a solar company with a presence in ******** that has a very similar name to **** Solar Ground", Ion Solar (***************************************).  Perhaps that is the basis for the confusion.
  
  Please provide this feedback to the complainant.  This response should conclude this matter with respect to us, and we will not be providing any further response to this Complaint.
  
  Thank you for your help.
  
  Sincerely,

  *** ****

  Customer Answer

  Date: 03/26/2025

  The complaint was lodged against Ion Solar. They are a national solar company with corporate headquarters in ****, ****. Their support email is *************************************************************************************************************************************. These are the people that Ive been trying to deal with. The support phone is ************. 

  
  

  Please address this issue for us; its very frustrating plus we are listing our home in ~6 weeks. I need them to provide the service that they so loudly trumpet. 

  
  

  Regards,

  
  

  ******* **********
  
  

  Sent from ******* I-Pad

  

  Business Response

  Date: 04/03/2025

  Thank you for sending this complaint over to **. 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. ********************** has made contact with the customer about the complaint. There is currently one panel that is not reporting and so a replacement has been requested through the manufacturer. We are waiting on the arrival of the equipment to be able to coordinate a return visit to swap out the device.
  

• Initial Complaint

  Date:03/25/2025

  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.

  Unprofessional experience with ION solar. Unprofessional scheduling. Then threatening to charge me for missed appointments. Due to ION solar

  

  Business Response

  Date: 04/02/2025

  Thank you for sending this complaint over to **. 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. ********************** is currently attempting to coordinate the City inspections with the customer. The City does require someone over the age of 18 to be present and we are attempting to work with the customer's schedule in order to have that take place.
  

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23112947
  
  I am rejecting this response because:
  I set-up a phone appointment with ****** from ION Solar Resolution team for 2:15pm on April 2nd 2025. It is now 3:25p sent my first text @ 2:19p letting them know I was available, no response. A second text at 2:27p no response, third text at 2:47p yet no response. In the 2:27p I had to let them know in my third text, that I would give them an hour to respond. It's now 3:30p. No response. I have been more than patient. I have to go about my day, and hope they do not threaten to charge me for a yet again their failure to follow through with appoints set. By myself and ION Solar Resolution team Mr. ********************************** ********

  

  Business Response

  Date: 04/09/2025

  ION Solar made contact with the customer on 4/3 to be able to discuss and work to a resolution with the complaint. We are attempting to work with the customer to complete their system and fulfill their agreement with ***. We have attempted to schedule multiple times with the customer to have inspections take place. We spoke to the customer about the complaint and they are now refusing to work with us to resolve the complaint and to complete their solar project. At this time, the inspections need to be approved with the City and then we will obtain Permission to Operate with the ***************. The customer has informed us that they are only available after 2PM. When scheduling the inspection with the City, they normally do not provide a time slot and so they are considered as an "all day" appointment. Once those steps are completed, then the system would be able to be turned on and begin producing. Additionally: Per the signed Customer Installation Agreement on page 7:
  
  CONTINUING COOPERATION 
  Each party to this Agreement shall be obligated hereunder to do such other and further acts (including but not limited to such things as the signing of documents or instruments and/or the allowing of inspectors access to the project and/or completing certificates required by Contractor or a third-party financing/lending company,
  etc.), which are reasonable or which may be necessary or convenient in either party carrying out its respective obligations under this Agreement or in carrying out the purposes and intent of this Agreement. If Owner impedes work or withholds signing of any forms for more than 30 days, Owner shall be in breach of contract, and shall be responsible for all damages arising therefrom, including but not limited to payment of all amounts to which Contractor would be due hereunder, as well as any damages or other amounts due to any third-party(ies) with all such amounts being due immediately upon such breach.

• Initial Complaint

  Date:03/22/2025

  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 problems with Ion Solar since I bought the system. This has been the worse investment I had ever made. Their customer service is horrible because I tell them my problems and nothing gets done. I bought the system August 2023 and they did not get the system up and running until June 2024. I would schedule appointments with their inspectors would cancel or not show up. I had to reschedule with them three different times before they would show up. Now I am have problems with the electrical circuits in the panel and they keep popping ****** I do not have any solar power. I have called ION three times last week and all three people from customer service has told me that some one will be reaching out to me shortly and no one has. . Do I need to call and attorney to get help or will Ion Solar help me?

  

  Business Response

  Date: 03/28/2025

  Thank you for sending this complaint over to **. 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. ********************** has been working with the customer to resolve the issue with the system. We had a technician visit on 3/27/2025 and they were able to troubleshoot the issue. ION Solar will monitor the customer's system over the next couple of weeks to make sure that the system is working normally. 
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23102120
  
  I am rejecting this response because they have not fixed the problem with our solar. **************** sends me texts but does not reply back to me after I reply back. I would like to talk with someone about my problems.
  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 04/01/2025

  ION Solar has made contact with the customer and discussed the complaint further. We are working with the customer to ensure that the system issues are resolved and remains functional and producing.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23102120
  
  I am rejecting this response because they have been in contact with me but still nothing has been done. It has been two weeks now and are still waiting for them to get the solar panels working properly.
  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 04/09/2025

  ION Solar is currently scheduled to return on 4/10/2025 to further troubleshoot the system's issue. We will continue to remain in communication to resolve the issue and work to provide the operational solar system.

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23102120
  
  I am rejecting this response because: we are waiting to ensure that the system is working properly and receive a satisfactory response from customer service.
  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 04/17/2025

  ION Solar has been in communication with the customer about their system. At this time, the system is showing that it is producing and working without error. We have informed the customer that we will monitor the system for another week and then at that time, the customer will need to let us know if there are any future problems that arise. 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23102120
  
  I am rejecting this response because my original complaint was that it took me to file a complaint with the Better Business Bureau for Ion to react. It took two weeks before any one called me. I had left messages or if I did talk with someone they told me that they would have some one call me back. I would sent text messages and still no response. The Solar is now working but it took them a month to figure it out as to why it was not working. I lost many days of not having any power which I spent a lot of money for the solar to work .I do not recommend ION Solar to anyone!
  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 04/22/2025

  ION Solar has been in communication with the customer and have made phone calls to ensure that his questions were answered and that his system was operational. At this time, there is no further troubleshooting with the system as it is performing as expected. ION Solar has addressed the communication with the customer and provided the feedback to the appropriate departments and their leadership. 

  Customer Answer

  Date: 04/27/2025

   
  Complaint: 23102120
  
  I am rejecting this response because of the failed response with **************** and as to why it took a month to resolve the my issue. What is the next step for Ion solar to serve me better?
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:03/11/2025

  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 installed our panels. The installation was not done properly. A set of panels is over our garage, which had been converted into a game room at much expense. We had a decent rain and the dry wall and paint in the game room was soaked and stained from water. Also, the wood on a pocket door was soaked and swollen. ION Solar came and saw the issue was their fault. They had drilled through the roof to install the panels and missed the wood beams. The result was a significant leak. They came, removed the panels, and reinstalled. Several months later, we had significant rain and the same place leaked! ION sent someone out and said the second install was also incorrect. They removed the panel and disconnected the system so we weren't generating any power from the remaining panels, causing us to pay full electrical for those days. The panels were disconnected for 28 days. We asked for reimbursement for those days and were told no, only if it goes beyond 30 days. The repair was originally scheduled for after the 30 day **** and when I pointed that out, they actually shifted schedules to ensure someone got to our home before the 30 day ****. While the leak seems to now be fixed and the dry wall repaired, the expensive pocket door still has issues. ION kept sending someone out, but they don't have the stain to fix the door. We're very upset with ION Solar as it's now been several months and all the repairs are not completed. And we're upset that we had to pay for the solar panels during the 28 days that they were turned off, causing us to generate a full electric bill. This was not our first issue with ION Solar and each time it was a pain to get sorted out. If I could go back in time, I would definitely NOT get my solar from ION and I am definitely advising neighbors who ask to go with a different company.

  

  Business Response

  Date: 03/18/2025

  Thank you for sending this complaint over to **. 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. ********************** has made contact with the customer to discuss the complaint. We discussed the timelines of the project to determine a resolution and the customer has accepted.
  

  Customer Answer

  Date: 03/19/2025

   
  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. However, as of this time, I am awaiting the paperwork to be signed that brings the resolution into affect. Ion Solar has stated the paperwork will come by the end of the week. If it does not, then I will have to change my Acceptance to Non-Acceptance. However, I have every faith that Ion Solar will honor what they have agreed upon.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:03/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ion Solar is utilizing predatory and dishonest business practices. I had a consultation meeting with one of their staff, ******, to get a quote and see what they could offer. I said I was interested but that I would need some more information and to think about it. ****** told me that we could continue to fine tune the "proposal" and he could have an inspector came take a look a the roof to see if it would even work for solar. To move forward we would need to have a contract. I started reading through this contract but he insisted that I didn't need to read it fully, that I could cancel at anytime (he even said up until the day of installation). I realize its never a good idea to sign a contract without reading it, ***** taught us that well enough, but it was getting late and i needed to get dinner for my child. And again he insisted I could cancel anytime. So now, I have cancelled, and they are charging me with a cancellation fee. He said, cancel anytime. Not, there will be a fee to cancel anytime. Again, he pushed me to sign the contract and did not mention any fees. Now they are threatening me with collections if I don't pay the fee. This is a disgusitng predatory practice. Whether it is their company policy to lie, or this particular salesman, is to be determined.

  

  Business Response

  Date: 03/14/2025

  Thank you for sending this complaint over to **. 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. ********************** performs a Welcome Video Call with the customer to ensure that they are the person signing the agreement and that they have had the opportunity to review it to their satisfaction. ION Solar has made contact with the Customer to discuss the complaint and will be following up again to discuss resolving the complaint.

  Additionally: In the signed Customer Installation Agreement(***) on page 3 Section etc.

  CANCELLATION

  YOU (OWNER) MAY CANCEL THIS AGREEMENT AT ANY TIME PRIOR TO MIDNIGHT ON THE THIRD (3rd) BUSINESS DAY AFTER YOU HAVE SIGNED IT. To exercise this right, Owner must call ************** and speak with our resolutions department or send written notice of cancellation to our corporate office at: **********************************************************************************. A form (and copy) of Notice of Cancellation accompanies this Agreement. If Owner requests to cancel more than three (3) business days after the Effective Date of this Agreement, the following cancellation fee(s) shall apply, any and all such cancellation fees shall be compounding, if Owner cancels: (i) 1-3 Days after signing this Agreement no fee; (ii) after site survey - $500; (iii) after final CAD design has been completed - $1,000; and (iv) after permit application has been submitted - $2,000. In addition to these cancellation fees, Owner shall be responsible for (i) any and all costs incurred by a third-party in preparation for the installation of solar and (ii) any third-party financing/loan agreements. If Owner requests to cancel more than three (3) business days after the Effective Date of this Agreement in order to enter into a solar agreement with a separate company, Owner shall pay to Company a cancellation fee of $3,500.

  
  

  Customer Answer

  Date: 03/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, in addition, they have agreed via text to cancel the invoice I was charged. Thsi cancellation, and nto the message provided here, is the reason I agree to resolve the complaint. Thank you for providing us support!  
  
  Sincerely,
  
  ********* *******