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 - Oregon

  9425 SW Commerce Cir Ste B22 Wilsonville, OR 97070

• 

  ION Solar

  12702 Toepperwein Rd Ste 230 Live Oak, TX 78233

• 

  ION Solar

  359 CR 202 #4 Kyle, TX 78640

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:02/07/2023

  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.

  Signed solar contract on 8/2/22. Ions contract had the steps laid out which included approvals prior to install. They get paid after install. Ion installed on 10/25/22 without xcel's approval. They still don't have approval as of 2/7/23. In the meantime, I have to pay for a system that should not have been installed prior to approval. I quit getting responses from *** in December. I emailed on 12/18, 12/28, 1/30 and 2/3. They need to communicate with me, explain the delay, do what they can to expedite approval and/or explain what they will do if xcel does not approve what they already did and make some sort of financial restitution for the months I'm paying for a system that was not even approved for install.

  

  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: 19346904
  
  I am rejecting this response because: the problem is not yet resolved. I did receive communication from the business. However, I am still paying for a system that is not yet approved. I do not want this compliant closed until our system is approved or *** agrees to compensate me for the months I am paying for a system that is not yet approved.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/15/2023

  Currently, we are still pending NEM approval from the local utility company, Xcel. Once we have that approval from them, we can proceed forward in the system activation process. In regards to compensation, we are still actively working with the customer to find a fair resolution. 

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19346904
  
  I am rejecting this response because: The problem still is not resolved. I appreciate that they now communicate with me, but until the issue is resolved, I will not be satisfied with the response from the business.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/21/2023

  Ion Solar has made multiple attempts to contact **************** to present our settlement offer, however, we have not received a response back from her. 

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19346904
  
  I am rejecting this response because: *** has not yet informed me that the solar panels have been approved.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/27/2023

  Ion Solar is still actively working with this customer. We are still trying to touch base with **************** to discuss compensation. Now that her utility company has responded to **, her project can move forward. We currently have her city inspection scheduled for 3/14.

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19346904
  
  I am rejecting this response because: Project is not complete and the executive resolutions contact has not responded to emails from last week.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/01/2023

  Our Executive Resolutions team has attempted to contact **************** via phone multiple times. We were able to respond to her email offering to reimburse 3 loan payments, but we have not received a response yet. 

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19346904
  
  I am rejecting this response because: We are working on a resolution, but it isn't complete yet.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/06/2023

  A resolution agreement was sent to **************** on March 3rd. We are still pending her signature in order to move forward with compensation. 

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19346904
  
  I am rejecting this response because: Reviewing compensation agreement and plan for moving forward. I need assurances that I will stay in contact with someone at *** after this complaint is closed.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/13/2023

  Ion Solar is committed to resolving ******************** concerns even after her complaint is closed. Our Executive Resolution's team will remain in contact with her until her concerns have been resolved. **************** does have her final inspection scheduled for tomorrow and we are hopeful it will pass so we can move forward to the next step in the System Activation process. 

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19346904
  
  I am rejecting this response because: A compensation agreement has been signed but the compensation has not yet been received.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/21/2023

  The resolution agreement was able to be signed by ****************. It has been communicated to **************** that the check should arrive within 1 to 2 weeks.

  Customer Answer

  Date: 03/25/2023

   
  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:02/06/2023

  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.

  March of 2022 Roof was installed by a subcontractor of Ion Solar. Their subcontractor installed the wrong size of skylight on our house and both the roofing company and Ion Solar have not resolved this complaint or offered appropriate compensation to remedy issues. We have gotten quotes from other roofing companies that the repair is a viable option. We got a call today to finalize our account with Ion Solar. I feel strongly they are trying to delay contact with us and knowing we only have a year to resolve this issue. We are seeking the replacement of skylights for the correct size as Ion Solar and G&L Exteriors promised. I am attaching emails that show we asked for the custom size of skylights and declined to have different ones installed. There are emails that also show *** acknowledging our complaints and promising repairs. Our goal is simply to have the skylights replaced and the interior refurbished and repaired the way it was prior to this whole debacle. Any help from BBB would be greatly appreciated.

  

  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. 

• Initial Complaint

  Date:02/05/2023

  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.

  After my first complaint, *** said they would waive the $1,200 cancellation fee. Once we explained that we had already paid the cancellation fee and we were looking for a refund, they went silent. BBB closed out the complaint so I had my wife open a new one, same thing happened there. Despite their 100% response rate on BBB, there has been no communication from them. They took the money and ran. So here I am again, trying to recover my hard earned money.

  

  Business Response

  Date: 02/06/2023

  Thank you for sending this to us. We currently have an open case with ******** (Spouse) and we have continued to work to resolve her concerns. We will continue to work with this customer until her concerns are resolved.

• Initial Complaint

  Date:01/26/2023

  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.

  A representative from *** came to my door last might (1/25/2023 around 5:45 pm) claiming to be with ******************** my electric company, wanting to discuss net metering with me. Since I do not have solar panels, he did not have a ******************** ID badge, but he did have a jacket with the *** logo on it I knew he was scamming me. If this is how this company operates, they should go out of business.

  

  Business Response

  Date: 01/27/2023

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

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18903474
  
  I am rejecting this response because:they seem to say the same thing over and over again. Since one of their representatives showed up on a cold visit, where I have a no solicitors sign at my door, and told me they were from ******************** (while wearing an ION jacket) this company seems to operate under false pretenses and deception. If the rep did so on his own, I feel tbe company pushes them to do so. Don't wish for any further contact. Only wish they either change how they do business or close down. Enough scam operations in ****. One less operation like this would be a good thing.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/03/2023

  We attempted to reach out, but was unable to get in tough. I did leave my name and phone number for him to reach back out if he has additional questions or concerns. 

• Initial Complaint

  Date:01/20/2023

  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 have a signed contract between myself (homeowner) and Ion dated 5/25/22. As of today, the install is not completed. There have been countless delays, some of which were driven by the utility company. Most of the delays have been caused by ***, example: -Not understanding my utility company's procedures and requirements -Not showing up for scheduled install dates -Not having all the equipment needed on the install dates -Sloppy electrical work that needs to be fixed more than once -Electricians not following schematics that were drawn out prior to install -Ion not responding to my phone calls, texts and emails -Electrician showing up at my door, telling me they were injured 2 weeks ago and cannot do the work - even though the job was scheduled and nobody at Ion let me know At this point, I have been contacted by ***'s ******************************* team. Today they missed their appointment to finish the install - without letting me know anything. No email, no phone call even though the team promised me they would get better at communication. *** continues to keep me guessing and in the dark.A resolution will need to include the following:1) Immediate completion of the project that was supposed to be finished in July as per conversations I had with multiple project managers at Ion over the past 8 months 2) *** needs to acknowledge that this project is way off coarse and needs offer a discount well above the 3 loan payments that they have offered to date (estimated $700 value). I have expressed that I am deeply dissatisfied and do not feel they have delivered as promised. I had many solar options and proposals...Ion was the most expensive, however I chose because I believed they had good customer service. All I want is to feel like I wasn't taken advantage of in the end, and that *** wants to make this right by discounting this project in a meaningful way. 3) Do what they say and stop ignoring me or keeping me in the dark.

  

  Business Response

  Date: 01/20/2023

  Thank you for sending this over to us. We are aware of this case and are working with the customer to come to a fair resolution. 

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18861013
  
  I am rejecting this response because:  If Ion Solar is truly working to resolve this, I would have been contacted already for a resolution or at least an explanation of last week's "no show".  As of 1/23/22 11:00 AM, I have not been contacted by *** regarding last week's no show / missed appointment or why they promised to send an electrician who they knew was unavailable due to injury.  ***'s actions continue to exemplify that they have de-prioritized my job.  Actions speak louder than words and I have received a lot of words from Ion since I signed a contract with them in May of 2022.

  Please keep in mind that I have been more than willing to work with *** and their team members.  In fact, I have continued to offer my thoughts and recommendations on how they can make this better for future customers. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/31/2023

  Ion Solar is working on completing the solar project.

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18861013
  
  I am rejecting this response because:  Today is day 253 since my contract was signed with Ion.  It is also day 14 since *** did not show up for a scheduled install date.  It is also day 7 since I have heard from Ion for an update even though I have been sending them messages asking for updates.  Ion has not been able to provide a rescheduled date for the work to be completed.  If they were working on it, I would have heard from them on this by now. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/09/2023

  Ion Solar is working on completing requested fixes and is moving the account forward.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18861013
  
  I am rejecting this response because:  Ion continues to be unresponsive or slow to respond to our voicemails and email concerns / questions.  While *** did send an electrician out on 2/9/23, they completed half of the work I had requested and had been assured that would be taken care of.  When I asked why they could not complete the electrical work, *** is suddenly saying that it would impact the functionality of the system.  When I asked to speak to someone who could elevate this as an issue, we were told that we would be given contact info.  While I do not expect to be contacted or updated daily, Ion should be providing updates at least on a weekly basis with next steps to complete the work.  This has been an ongoing concern with Ion, they become unresponsive or slow to respond.  For that, I am rejecting their vague response. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/22/2023

  Ion Solar is working on scheduling a final inspection.

• Initial Complaint

  Date:01/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with ION on 2/7/22. I was quoted a 4 month timeline. We're almost to the 1 year anniversary and my panels are still not functional. They've been incompetent in completing the necessary inspections with the city and my project seems to be at a standstill. I've been paying for the panels for 5 months now even though they don't function, which means my electricity costs have been essentially double. Every time I call to complain I get a new project manager who gives me the next steps, but the next steps never come. I've been promised reimbursement for the payments, but that also is seemingly lies, as the payments never come.

  

  Business Response

  Date: 01/20/2023

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

• Initial Complaint

  Date:01/09/2023

  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.

  Its now been a year and a half (18 months) since my wife and I contracted with Ion Solar to install a solar array on our roof. The system was installed and failed 4 inspections and is not yet in operating condition. We sent a letter to the *** ******************************* on Oct 10 , 2022 and have not yet heard a reply back from him. He did delegate the responsibility to *********************** ( Executive Resolutions Mgr) at that time. ***** has been entirely ineffective regarding this issue. He promised at that time that our issues would be a priority to correct and at this time ( Jan. 9, 2023) he is not taking my calls. The installation process also damaged my home and after many promises to correct they remain uncorrected. Just want everybody to know that my experience with Ion Solar has been the absolute worst experience of my life ( I'm 69 yrs old) and wouldn't recommend Ion Solar to my worst enemy.

  

  Business Response

  Date: 01/10/2023

  Thank you for sending this complaint over to us. We have been in contact with this customer and have been actively working towards a resolution. 

• Initial Complaint

  Date:01/07/2023

  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.

  We had panels installed in the Fall. We have called with issues regarding the app, how much energy is producing, and now we have install errors. The company has told us false information on a number of occasions blaming weather which was untrue and told me lies about production trading and selling. Now we have noticed errors in installation where a hole was left in the side of our home. We called, a technician was scheduled then didnt show. We called again, a team of 3 people came out and didnt fix anything. Called again, a technician came out and he told us that half of our system wasnt even working and that the correction to the install error wasnt fixed properly either. I have called and asked to speak with a supervisor for two days trying to reach somebody who had authority to actually explain the situation. We have been paying for months and are still getting electric bills because our system never works properly. This is a horrible company and we should be refunded money for our nightmare this has been.

  

  Business Response

  Date: 01/09/2023

  Thank you for sending this over to us. We will reach out to the customer immediately. 

• Initial Complaint

  Date:01/06/2023

  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.

  For 6 months ION Solar of ************** has not completed the job and it appears they are a fly by night organization; Today is Jan 6, 2023, the solar panels are on the roof but I cannot turn the system on because the inspections were not done is there a new meter install. Today the Electrical inspector came to validate the work of the electrician and they did not leave the schematics. They reason did not leave the schematic is because when the electrician came out to do the work, *** had instructed the ************** to only do the lock out switch. I had to get on the phone personally with the owner of the ****************** to have them do the entire job. Now we must wait until the 16th of Jan to have the inspector to come back and in the meantime to wait for the **************** to send the schematic they were to leave in the solar box And again, the solar panels are still not turned on after 6 months since they have been installed. When you call ***, they never return your call, they will send you a text message saying that they did tried to call but in this world where everyone has a cell phone how is it that the *** number never come up as a missed call on my cell? .*** is the worst, they wanted to get the Govt money, which they now have, and they have absolutely screwed the consumer. What do I want? I want ION Solar of *********** ** and the logistical folks there to not just apologize for their ineptitude in customer service and follow up, but to get my Solar panels up and working and on the grid, to make sure all the 3rd parties have done all the work that is required and that there are no more delays. I will never EVER recommend ION Solar of ************** or ***** ** to anyone unless they like tracking down how the solar panel are going to be turned on after a 6-month delay which in any Professional business would not happen. This has been an absolutely goat rope on ION Solar. I want resolution, Turn on the **** panels!

  

  Business Response

  Date: 01/09/2023

  Thank you for sending this complaint to us. We have been in contact with **************** and his wife to work towards getting their system activated. We will continue to work with them until the panels have been turned on. 

• Initial Complaint

  Date:01/05/2023

  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 signed the contract with ION sales person *************************** in August 2022 at the time we discussed the solar panels and I showed him Bird Mesh that was on my neighbors panels. I was very adamant about having this done. When the solar panels were installed, the installers said that the Bird Mesh wasnt on the work-order. I immediately called the Sales person ***** and was told by him the it would be installed and he would get back to me. He has never contacted me since.I have call ION several times but the phone number has a short recording and hangs up. They will texted me but dont respond for several for days and then not answering my response. I was told the someone named ****** a Project Manager was supposed to contact me on a weekly basis, which hasnt happened. **** from the ********************** cant be contacted.I contact the company, who is holding my loan in October, informing that my installation was not complete and not to pay them but they paid them anyway and wouldnt allow me to explain the situation.The loan company started billing me for payment on December 21, 2022 and also, I received and email from the Energy Company on the same day requiring ION to complete all of the documentation. I dont understand how *** can get paid and all of the documentation is incomplete and apparently neither company is interested in the completion of the project, they just want the money.At this point Im paying for both the Solar Panel and the Energy Companies bill and the solar panel are sitting on my roof non-operational. Apparently this issue isn't relevant to ION, since they no longer contact me. I regret doing business with both of these companies.

  

  Business Response

  Date: 01/05/2023

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

  Customer Answer

  Date: 01/18/2023

   
  Complaint: ********
  
  I am rejecting this response because:I filed a complaint #******** on 01/05/2023 and couldn't see the response from ION SOLAR if they did respond I called *************************** and relayed this information and received a call from Kyelee ********* on 01/11/2023 and see was to call me on 01/12/2023 and never did. So I don't know how this complaint can be considered closed without any information being given to me from ION or ***************************. Nothing has been resolved. Reopen this complaint and give it to someone who will actually work with me. I signed the contract with ION sales person *************************** in August 2022 at the time we discussed the solar panels and I showed him Bird Mesh that was on my neighbors panels. I was very adamant about having this done. When the solar panels were installed, the installers said that the Bird Mesh wasnt on the work-order. I immediately called the Sales person ***** and was told by him the it would be installed and he would get back to me. He has never contacted me since. I have call ION several times but the phone number has a short recording and hangs up. They will texted me but dont respond for several for days and then not answering my response. I was told the someone named ****** a Project Manager was supposed to contact me on a weekly basis, which hasnt happened. **** from the ********************** cant be contacted. I contact the company, who is holding my loan in October, informing that my installation was not complete and not to pay them but they paid them anyway and wouldnt allow me to explain the situation. The loan company started billing me for payment on December 21, 2022 and also, I received and email from the Energy Company on the same day requiring ION to complete all of the documentation. I dont understand how *** can get paid and all of the documentation is incomplete and apparently neither company is interested in the completion of the project, they just want the money. At this point Im paying for both the Solar Panel and the Energy Companies bill and the solar panel are sitting on my roof non-operational. Apparently this issue isn't relevant to ION, since they no longer contact me. I regret doing business with both of these companies.
  Sincerely,
  
  ***********************************************************

  

  Business Response

  Date: 01/18/2023

  Ion Solar is currently working on an investigation to verify if Critter Guard was promised during the sales process. This customer is in progress to having the system activated, but we are pending approval from the local utility company. 

  Customer Answer

  Date: 01/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and acknowledged that this was what was discussed on January 18, 2023 but this acknowledgement in no circumstances totally resolves the issue. 
  Sincerely,
  
  ***********************************************************