Complaints

This profile includes complaints for ION Solar, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ION Solar, LLC

  44 E 800 N Orem, UT 84057-3905

  
• 

  ION Solar, 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:01/04/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The salesperson washes their hand and will mislead you once contract and panels are installed. I would start by saying they lie from the beginning. They sell you a beautiful picture till they put the panels up which by the way they rush you. To then no communication at all, the Sale rep which he calls himself the manager ******* will not answer any of the phone calls, and if we contact **** no answer either. The panel are up and failed inspection now we are pending god knows what now since no ones have the decency to update us, the worst part is how the financing department works which is absurd that you would start charging a customer for panels that havent passed inspection and service is not even functional. salesman committed to setting up the system within or close to a 90 day window, causing my family to have to pay for our full energy bill (not lowered by the solar panels because they arent active as of yet neither passed inspection ) and loan payments for the system are due. We signed our documents late August about 4 months now but we are passed that timeline the salesman) and a guarantee that the panel system would be lowering our electric bill before we began paying down the loan. So yep our automated payment starts in January with no idea when panels will be working and we were promised 3 months of service before we started payments. So here we are stuck with a no-answer company gosht and no service. STAY AWAY FROM *** WORST MISTAKE EVER!!!!!! I already posted on our neighborhood ******** page since is currently been built to not do business with them!

  

  Business Response

  Date: 01/04/2023

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

• Initial Complaint

  Date:01/03/2023

  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 a contract with ION Solar on Jan 21 2022. The panels were expeditiously installed late Mar 2021 after my husband and I complained to the company about not hearing back. Once they were installed, *** consistently argued that the inspection would be completed in August. Email to my husband from electric company that the installation was incorrect. We've reached out to ION on numerous occasions and *** has responded finally, *** 2023, to say that they will be sending someone out to inspect. Since then, we've had to pay Good Leap (finance company) and Tri-County for service. Failed to provide a copy of signed contract, failed communication from project manager regarding situations, high turn over rate with project coordinator, and unexpected costs that have given us a terrible experience with the company.

  

  Business Response

  Date: 01/04/2023

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

  Customer Answer

  Date: 01/06/2023

   
  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:12/16/2022

  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.

  This is the 2nd time in a month where I have submitted a request for the BBB to intervene. ION Solar installed solar panel on my home in Aug of 2022 , it is now Dec and the panels have not been hooked up to the electrical grid. On 13 Dec 2022, the electrician was to come to the home and connect the panels to the grid and in addition, per our agreement and the contract install a Lock Out switch that would allow me to use a generator when grid power was down. *** never game me a point of contact for the Electrician who was to do the work except for the name of the company, no phone number. However, I tracked the company down and spoke to ****** *************) to inquire if he had all the equipment to install the panels to the grid and the Lock out switch. He told me that he did not have the equipment and that they would install the panels to the grid , but would have to come back and finished the rest . I told them that was unacceptable and seemed to be a bait and switch effort on ION part not to install the Lock out switch. I then asked the electrician , ****** to not install anything until all the parts are available and they do the work all in one day . Any reasonable person at this point would conclude at the 6 month point that *** had not planned on doing the work they had agreed too. Why would you install the panel to the grid and THEN COME back to install the lock out switch on another day? *** has had over 6 months to acquired the parts that are readily available at any Big Box store or Electrical Supply Store. Enough is enough.

  

  Business Response

  Date: 12/16/2022

  Thank you for notifying us. We will reach out to the customer to get this resolved. 

• Initial Complaint

  Date:12/10/2022

  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.

  Summary: ***'s salesman committed to setting up the system within or close to a 90 day window, but installation actually took 175 days, causing my family to have to simultaneously pay for our full energy bill (not lowered by the solar panels because they weren't active) and loan payments for the system for the months of July and August. *** reimbursed us for the July loan payment but stopped responding to messages when we asked for the same for August. We would like to be reimbursed $128.81 for the August loan payment.We signed our documents on February 5, *************************************** about 90 days (but were almost always under that timeline the salesman) and a guarantee that the panel system would be lowering our electric bill before we began paying down the loan (outsourced to another company) in July. The system was not complete and turned on until August 16: 175 days after signing and nearly twice the advertised timeline. This was largely due to two failed electrical inspections and long delays getting Ions electrician out to redo his work, but we also had delays in communicating plans from the salesman to the engineer, project manager going weeks between responding to messages, and the installation crew arriving with CAD designs that did not match the latest conversations between sales and engineering departments. The frustration and wasted time of the overruns was worsened by Ions failure to make good on the commitments made by both ***'s salesperson and my project manager that if the project was delayed past when we had to begin making loan payments (but thats not going to happensalesman) *** would make us whole. We ended up having to pay both bills simultaneously for both July and August. *** reimbursed us for July, but everyone simply stopped responding to emails once it became clear that the same thing would happen in August. Very disappointed at both the overrun and ***'s failure to keep its word.

  

  Business Response

  Date: 12/12/2022

  Ion Solar is also concerned about this. Someone will reach out today.

• Initial Complaint

  Date:12/06/2022

  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.

  The prices they charges are significantly more than other companies and we wanted to compare bids after meeting with the sales rep. ** was a slick presentation and full of promises that we could cancel anytime without a penalty. We repeatedly told them we needed a new roof and other electrical work done to the house before solar panels could be installed and wanted to wait. The electrical panel is not up to code (we just bought the house and had an inspection report) and told them this but the tech they sent out signed off on it being able to support the solar system despite this fact. They moved forward with the project anyway and against our objections. The rep told us we could cancel anytime without penalty or fee and that he even had his own roofing company that could do it all. We chose a local company to do the work instead and that ended up taking many weeks due to unforeseen circumstances. Then began the non stop harassment for over four months with multiple calls per day. ** has been awful and now they are trying charge us a $1200 cancellation fee. We have been lied too and we have had an absolutely miserable experience. We intend to fight this and let others know so they can avoid the misery this company has caused us.

  

  Business Response

  Date: 12/07/2022

  Thank you for notifying us about this complaint. We will reach out to the customer within 24 hours and work towards a resolution. 

• Initial Complaint

  Date:12/01/2022

  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.

  A salesman from Ion Solar came to my door un-prompted to sell Solar panels. He pushed for a contract to be signed, indicating it could be canceled without fees up until they came to start actual work on the panels and there might be fees if they had gotten permits.I was also misled into believing that they are an approved contractor for all tax incentives. Ion Solar is not on PGE's (my provider for electricity) approved contractor list.

  

  Business Response

  Date: 12/02/2022

  Ion Solar is also concerned about this complaint. We will reach out to the customer today. 

• Initial Complaint

  Date:11/30/2022

  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 signed with Ion solar May 30th. Our sales rep told us that panels would be operational by the latter part of summer. They installed the panels, and then progress ground to a halt. I have had to continually harass my project manager for updates, the sales rep has ghosted us, and when I filed a complaint with Ion corporate, they didnt bother to get back to me. I called again and they said they didnt call me back because it was resolved because they contacted our project manager, the person who has been uncommunicative. We are way past our project timeline with no end in sight, and it is all due to Ions negligence- they missed a subpanel that they said required resubmitting for permits. Then it took around 2 months, during which our project manager had said they were working on permits, for them to finally tell me that they needed photos of the subpanel. They miscommunicated on their own team about the panel upgrade that was promised, so then they told us they would have to rework the design. Two weeks ago we were informed the permits were rejected and I cannot get an update from them since. *** wont commit to a project deadline other than saying it is at least a few months out from being operational. We have been promised phone calls from people higher up in the company as well as a check for $200, none of which was delivered.

  

  Business Response

  Date: 12/02/2022

  Ion Solar has reached out to the customer and is working on resolving their concerns.

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18481586
  
  I am rejecting this response because *** is giving me the same platitudes as ever- theyre so sorry for my experience, and the executive resolutions team will be overseeing the rest of the process. She will not commit to any kind of compensation at this time, and seems to be trying to imply that the delays are out of Ions control, which is completely false. I explained how *** missed some things that caused them to have to resubmit for permits, how they failed to communicate amongst themselves about the panel upgrade causing further delays, and how they took months to complete the redesign to submit for the new permit. The most the rep would say was that she would investigate and potentially at the end of this whole ordeal I might be compensated. But so far she wont really admit to any fault on Ions part, so I dont have high hopes.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/07/2022

  Thank you for sending over this response. Ion Solar is still maintaining contact with ************ to work towards a resolution. 

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18481586
  
  I am rejecting this response because they said they will send a check for $200. This is intended to cover the first loan payment. This check has been promised for weeks to months at this point and still not delivered. We do not expect the panels to be operational for at least several more months, so I still anticipate double paying on my loan and the solar panels. This doesnt even touch the money we should be saving by having panels up. *** acknowledges that it is their own error that has caused delays, and theyre still not really paying for it.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/12/2022

  Ion Solar has offered to reimburse ************ one loan payment as a goodwill gesture for the delays in the system activation process. We have reached out to ************ to see what her ideal amount of compensation would be, but we have yet to receive a response. 

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18481586
  
  I am rejecting this response because I requested *** cover the difference between my loan payment and my power bill from the time the panels were supposed to be done until they are actually operational, since *** admitted fault in the delays. They refused to do this. So now I am working on an actual calculation, but I told *** the amount of compensation I feel is reasonable depends on when the panels are functional, because own loan starts in February and I am not confident the panels will be working by then, and dont want to be getting double charged. Im not sure why *** is trying to claim they havent heard from me. 
  

  Additionally, our sales rep promised a main panel upgrade. When we mentioned this on the phone with our project manager around two months ago, she said she wasnt aware of this and it would take additional time for the engineers to redo the designs for this. Instead, we were just informed they did a panel derate, which we would not have agreed to due to the current and future power needs of our wood/metal workspace. They have not gotten back to us yet on when/how/whether they even will complete the panel upgrade. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/19/2022

  Currently we are still working with the customer to come to a resolution. I am working on scheduling a call with ************ and her spouse to see if they would be alright with upgrading the breakers rather than upgrading the whole panel if it serves the same purpose. We are making process towards system activation as the permit was approved last week. 

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18481586
  
  I am rejecting this response because:Hi, 

  
  

  I wanted to provide more details on the response from Ion. My case was closed because I hadnt responded yet, but I hadnt responded because the issue hasnt been handled. *** is still not committing to reimbursement, and their resolutions person has ghosted us in the past couple of weeks since we reiterated that we do want them to complete the panel upgrade that had been promised. I would like the complaint to stay open until they actually provide a definite answer, if possible. 

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

  

  Business Response

  Date: 01/12/2023

  We are still actively working towards getting this account completed. I have reached out to ************ and her spouse to schedule a call to go over the upgrade, but I have not heard back from them. 

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18481586
  
  I am rejecting this response because I have spent hours dealing with ***. We requested confirmation that they will complete the panel upgrade as they promised to get our business. I dont want to spend more of my time on the phone so they can continue to try to convince me to give it up. I had to put in at work to be home all day for the city inspection today- probably the *****th time Ive had to be at the house for appointments related to the panels, and the electrical work is not actually done and failed inspection. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/16/2023

  We have approved to move forward with doing the upgrade. 

• Initial Complaint

  Date:11/28/2022

  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.

  The issue is not about money but the completion of the services. In August of 2022 the installers came out and install the solar panels. It is now November 2022 and the company still has not connect the solar panel to the to the home circuit panel or to the electrical grid. I have made numerous phone calls each week to get a status and I do not get a straight answer to the question "when will the electricians come and install the solar panels to the the home electrical panel and the grid so the panels are working. This is the worst **************** I have experienced. I am just asking for the electrician to come in and install the electrical work and the work that was agreed too in the contract , which was to have a panel installed and the additional panel switch to allow for a generator to be operated. Why am I waiting? . They say they will call me but they never return my calls. I want a date when the electrician will finish the job

  

  Business Response

  Date: 11/29/2022

  Ion Solar is concerned about this issue and will reach out today.

• Initial Complaint

  Date:11/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the 4th time in as many months ION sales rep rings my door bell. I have a no soliciting sign , he walked passed our window could plainly see we ( husband my self and 2 grand kids) are eating dinner. When I told him we have a no soliciting sign He says " that's fine I'm not selling anything" I correct him that soliciting does not just mean selling it also means interrupting my solitude He says "no your are wrong I can disturb you all I want cause I'm not selling anything!! I told him not to call me a liar and get off my property!!

  

  Business Response

  Date: 11/28/2022

  Ion Solar is concerned about this as well and will reach out to try and resolve any concerns today.

  

  Business Response

  Date: 12/05/2022

  Per the request. Ion Solar will not reach out.

  Customer Answer

  Date: 12/07/2022

   
  
  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:11/16/2022

  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 were solicited by *** and after discussing the solar panel option with their salesperson, we decided to move forward. We were assured that we would generate enough electricity to more than cover our usage, there were no trees anywhere to block the sun, we have a southern facing roof, the conditions were perfect, etc. Fast forward to the installation and actual usage of the panels - we haven't generated NEARLY the amount of power needed to offset our usage or even the cost of the panels. We are paying $82 per month for the panels and not even generating $82 worth of electricity. When we submitted our NOVEC bills and asked why we didn't have enough power to cover our costs, we were told that the system has met 89% of its estimated production, so it is producing what it was designed to produce and we should check with our utility company to see how we can reduce our usage. This is BRAND NEW HOUSE with energy efficient EVERYTHING. Every appliance is new and energy efficient, everything is sealed, reinforced, etc. We use a Nest system and set everything to "eco" every day. We already do everything to make this home as energy efficient as possible. The other thing we were told is that they didn't have 12 months worth of data to work with when designing the system (again, because it's a brand new house and we hadn't lived in it for 12 months yet when they came knocking) so they had to basically guess at our consumption needs. Clearly, they were wrong. And now, I can't get anyone to call me back. These panels are costing us more money than they are worth. I feel deceived and cheated. We can't afford this. We've been sold a bill of goods. We would have been better off just sticking with our regular electric bill. Now we're stuck with this product that we're going to be paying for for the next 30 years unless we sell our house, and it does not do what we were told it would do for us, and I can't get the company to call me.

  

  Business Response

  Date: 11/17/2022

  Ion Solar is also concerned about this and will reach out today.