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

  359 CR 202 #4 Kyle, TX 78640

• 

  Ion Solar LLC

  2840 S 36th St Ste 6 Phoenix, AZ 85034

• 

  ION Solar, LLC - Virginia

  2697 International Pkwy Virginia Beach, VA 23452

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/09/2022

  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.

  I was sold solar in Summer 2020 from Ion Solar. I followed the rules, followed up to get inspections and activations, etc. IN July 2022, I noticed my panels were not responding. I called ION and apparently this issue started in February (which would have been within my 2 year warranty) The only resolution is that I pay ****** plus a fee for using a CC, so they could send a tech. Tech comes, and they were able to get the system panels to start reporting and working again (in October 2022) Here is my issue now, apparently one of the panels of this 29K system is not working because a squirrel chewed through a wire. I thought all the wires were protected in a pipe (this is what i can see coming down form the roof to the power boxes) but not the case. Now they are telling me its another ****** to replace this panel or claim on my home owners insurance. I am like WHAT? We cant just fix the wire? Also, the only reason this wire could be chewed is because these panels stopped working in February. I just didn't notice, I travel for work a lot, so Solar is not top of mind.. Also, there was not mention this could happen, however, now they are telling me they offer a critter guard for the solar panels, I mean, for that much money, now you want this add on? Its like the most stressful thing I have ever had to deal with. How many more things can they try to charge me for? Why would this even be an issue- meaning I would like to know this critter issue could or would happen, I am sure they have had customers complain about it before, and not brought up one time to me? The first year of service, it worked great.. no issues, but now i have panels not working, meaning the electrical wire would not be active allowing for a critter to chew it? That's my fault the service didn't work and allowed that? I feel like the whole fricking thing is a scam. ION solar has netted out to be more expensive than just using the power company. Ridiculous.

  

  Business Response

  Date: 11/10/2022

  We will reach out today to provide assistance. 

• Initial Complaint

  Date:11/09/2022

  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.

  I had solar installed in June of 2020 and my system has yet to bring down my bill. This is my second filing with the BBB. After my original complaint was filed i was contacted by ***** at Ion Solar the day after. Since then he kept in good conduct until about 2 weeks ago. All the sudden he quit taking my calls or returning them. *** invested 25K in something that has done nothing but cost me more money. My electric bill went from $40 a month to upwards of $250- $300, this includes my solar loan payment and my electric bIlls. Yes the system the designed is performing at the levels they predicted however it has done nothing for my electric bills. ***** was supposed to be working with the design team to come up with solutions yet that seems to have stopped. Ive been told i could add as little as a couple panels up to 40 additional panels, putting my total panels up to almost 60 panels on my roof. This company makes promises with no intentions of keeping them. They took punitive action against the sales rep yet say they Im not entitled to an further help. *** spoken with several friends and neighbors who have dealt with a range of companies and the general consensus is they would never go solar again. Im a disabled veteran who feels as if *** been taken advantage of and there is no one to help with this. So ill continue posting here in an attempt to inform others so they can avoid or be weary of these types of companies.

  

  Business Response

  Date: 11/10/2022

  We will reach out to assist.

• Initial Complaint

  Date:11/09/2022

  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.

  Please note I reached out to the company on 10/14/22 as soon as I became aware that how ******************** compensates residential customers for the energy they generate was not what was explained to me by Ion Solar. I opened a case, # *******, on 10/18/22 after receiving a call from a different customer service rep than I spoke to on 10/14/22. I have yet to receive any other response or reply to my concern. 10/14/22 @ 2:10 PM spoke with ******** who transferred me to ***********************. 10/18/22 Spoke with Skyler ************ @ ***** PM, he informed me he would create a case where I felt I had been misled in the sales pitch. I signed the contract with Ion Solar to purchase solar panels for my home on June 5th 2021. The cost of the system was $20,460. The system was installed in July of 2021. The salesman ***************************** explained that the energy my system produced would be directly deducted from the energy used. If we produced an amount equal to or more than the monthly usage our power bill would only be $6.00. The $6.00 was what ******************** charges to insure we stayed connected to the power grid. Any excess power generated would be held as a credit for the months I may not generate enough energy, generally the winter months. If I used more than I generate I would only be invoiced for the delta. Due to an increase from ******************** in my equal pay program on October 12, 2022, I contacted ******************** to understand why there was an increase. It was then I was informed that the credit I receive from **** Power for the energy produced by my system was not the program as it was explained to me by the Ion Solar salesman *****************************. ******************** changed their ******************* program effective January 1, 2021 to compensate Customer-Generated ********************** at a flat rate. I now have a loan payment of $77 a month for 20 years, a monthly power bill which can change, and I generated $249 in power in the last 12 months. I am 68 years old.

  

  Business Response

  Date: 11/10/2022

  We want to help so someone will reach out today.

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18381367
  
  I am rejecting this response because: The person, *****, who contacted me offered to ensure that their Sales people were trained and up to date on **************** current policy of compensating customers who generate power from Solar ***** systems. This did not address my issue.  I was told that it wasn't that he didn't believe me, however my complaint of being mislead into purchasing their product has been the only one they have received. I offered 3 solutions to resolve my concern. ***** rejected my first suggestion out right, then he said he would speak with the person who sold me the system and get back to me the next day. He did not. I am not sure how to proceed other than file a complaint with the ************************ and the *************************** unless you have a suggestion. I appreciate your reaching out to Ion Solar, at least I received a call back. It's just sad that ***** didn't have the decency to follow up as he said he would, if only to tell me there was nothing they would be willing to do.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/28/2022

  Ion Solar will be reaching out to continue working towards a solution.

• Initial Complaint

  Date:11/04/2022

  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.

  Ion solar Solicited to sell there product after I signed up and my permit was approved I had to make the call to get an install date. The day of installation the installers had a three hour window but still showed up late. September 12 2022 my install was complete it had to be inspected and it passed. Here it is November 4 2022 and I have called ************** and all they tell me is they are waiting on excel energy to send the papers I need to sign. Ive talked to excel they inform me that ion needs to send the information. My solar panels are not operational and the finance company will start charging me on November 13 2022 and if the panels aint operational by this date I will still have to pay excel energy for electricity. Ive tried to get some compensation or someone word that they will Reimburse me for any payments I have to make on the panels that are inoperable.

  

  Business Response

  Date: 11/07/2022

  We will look into this and reach out today.

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18361741
  
  I am rejecting this response because: I have not got this problem resolved at this time.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/15/2022

  We are still working with the customer to resolve this. Active steps are being taken.

  

  Business Response

  Date: 11/28/2022

  We are waiting to receive the permission to operate at this time. We will maintain contact with the customer while we wait for it.

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18361741
  
  I am rejecting this response because: My solar panels are not operational and Ive been waiting over two months for my service to be operational. I am also making double payment one for electricity and the other for the inoperative solar panels
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/29/2022

  We are still waiting on permission to operate. Ion Solar is waiting on the utility provider to ***** this permission.

• Initial Complaint

  Date:11/04/2022

  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.

  October 25, 2022 *********************** (representative of ION Solar) knocked on my door to ask if I had received a message from my energy provider about solar representatives coming to the neighborhood. I live in Heritage Grand, a 55+ community. **** indicated that he had already scheduled approximately 20 meetings with some of my neighbors, specifically **** and ********. I checked with ******** who **** he was not interested in discussing Solar energy. Initially I told **** I was not interested but he said, "even if it is free?" So, I met with **** the next day (Oct. 26) and showed him a copy of my current electrical usage and cost for energy. His description showed that I would pay the same monthly amount once solar panels were put in place and that in spring 2023 I would received $14,000 from the *** (the govt incentive for using solar power). I could at that time decide to pay that $14,000 to the loan for the panels or use the money for somethings else, in which case my monthly bill would go up to $189/month. Throughout our discussion he said this was all contingent on my house passing inspection and that of course, I could back out at any time, even after all contracts were signed. Initially he said the houses in Heritage Grand were approved. I agreed to an inspection and I did sign a loan contract and another contract with ***. I was not able to read everything (very much my fault) as he continued talking and another rep was on the phone talking as well.Following the inspection (October 28) I was told my house would need improvements, specifically a new roof. I emailed the company to back out of the process (I had not seen any design plans yet and I am unwilling to put on a new roof). November 3 I received a text indicating I owed $1200 for cancellation. I said I could not pay that, they lowered the cost to $700 and then to $500. Being on a fixed income I am unable to pay anything and I should not have to.

  

  Business Response

  Date: 11/04/2022

  We are also concerned about this. Someone will reach out today.

  Customer Answer

  Date: 11/04/2022

   
  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. I am only indicating that I appreciate the company reaching out.  This is NOT a solution until I hear the cancellation charges are dismissed.  I have already spoken with a few of my neighbors to warn them of this sales pitch.  My next step will be to reach to the media and my attorney.  The sales pitch is misleading at best, I consider it lying. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/28/2022

  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.

  on August 14 Ion Solar came to my house and i was interested on going solar, they had someone come out on August 16 to go over the numbers and how it would benefit me. I scheduled a site survey, and after the site survey i received new documentation that increased the original loan amount by $14,730 making the monthly payment fairly higher than originally thought. I decided not to proceed. However i have had calls, and even had people show up to my house unannounced twice once on the 23rd of September at 8:15 P.M ET and the second time was the 26th of September. The second time i was just getting to my house and although i kept saying i did not want to proceed since it was not going to be financially smart to do so, the person kept pushing to the point where i had to technically kick them out of my house. I figured with my verbal, face to face communication in regards to no longer wanting to proceed it would have been enough or would have gotten them to cancel my request, or verbalize what needed to be done in order to cancel, today 28th of October i received a phone call at 6:11 P.M. ET, trying to schedule another another site survey, i explained to the person on the other side of the phone that i no longer wanted to proceed due to the increase in the loan amount and was threatened with a fee of up to $1,200. The person on the phone could not see this on their end and the only document they could see was the one from August 16 where the loan amount was $14,730 less. I asked to speak with someone in order to resolve this since i opened the document and it stated i had until the 1st November to cancel and was told the person who could help me was in a meeting and that they are going to call me Monday the 31st of October and if they do not call me they told me to call the resolutions department which would not be much help since the person that called was from that same department.

  

  Business Response

  Date: 10/31/2022

  We will have someone reach out today to help get this resolved.

  Customer Answer

  Date: 11/01/2022

   
  
  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:10/27/2022

  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.

  Ion solar sent a tech to install the microinverter and the electrical wiring for the solar panels. At the time of installation a big pop occurred, the tech said everything was fine. Since having the electrical wiring installed my home has been flickering. The lights started flickering immediately, I called to inquire if this was normal and was told it was normal. The flickering progressively got worse. When lights would flicker , the breaker box started making a sparking noises. Then the flickering would happen, sparking noises and then the lights would shut off in parts of the house, but eventually come back until the day 10/27/2022 when the lights flickered and light went out for good. I called Ion Solar to voice my concern about the flickering and sparking noise twice before the lights went out and they transferred me to scheduling. The scheduling rep advised me to turn the boxes off in the back if that would make me feel better until the tech came. A tech was supposed to come out on 10/24/2022 between the hours of 1-4. At 3:56 with no signs of a tech, I called Ion to find out what was going on with the tech. ******* I spoke with said she tried to call the tech but he hung up on her, therefore, he wasn't coming and that she was sorry for the miscommunication and that someone would reach out to reschedule. I had to call an outside electrician because I was scared that an fire could happen. I then received a text stating a tech could come on 11/3. This company has been unprofessional from the start. The day they were supposed to install had to be rescheduled 2 times do to not having the right panels and a scheduling issue. I have no trust in this company and have since turned off the boxes.

  

  Business Response

  Date: 10/28/2022

  Ion Solar wants to help resolve this and will reach out today.

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18325698
  
  I am rejecting this response because I do NOT trust the expertise of their techs to resolve my issue safely.
  This was the fastest response I have ever received from this company since being a customer.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/07/2022

  We are still speaking with this customer until a resolution is found.

• Initial Complaint

  Date:10/22/2022

  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 went with Ion Solar because they offered to upgrade our electrical service panel because we were out of room in it anyway. When attempting to get some new electrical work done we discovered that was not completed. After several calls to the business I was told we determined you did not need a new panel and instead we used the money to install a new meter. This was not communicated to me before or after the work was done and how do I know that the value of this would be the same that I paid for the new service panel? I do not accept this explanation as satisfactory whatsoever.

  

  Business Response

  Date: 10/24/2022

  We are concerned about this as well and will reach out today.

• Initial Complaint

  Date:10/22/2022

  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.

  Was assured multiple times no cancellation penalty by sales person who pressured me into a no obligation contract to have an in-person assessment done. the contract is required because Its a liability issue if the assessor has an injury. No legitimate assessment was ever completed, was told they would inspect the roof which was not conducted, he never got on the roof to inspect. So I had the roof assessed by a roofing company who said Solar was a bad idea due to the age of the roof. Ion Solar is now trying to charge me **** dollars to cancel a contract after they have done nothing. Immediately after I suggested the roof was deemed low on useful life they immediately threatened me with a collections agency. And began threatening lein on my home!

  

  Business Response

  Date: 10/24/2022

  We will reach out to the customer about this problem and will seek to resolve their concerns.

• Initial Complaint

  Date:10/19/2022

  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.

  we signed a contract in June 27, 2022 for the amount of $13,100 Ion solar started the process of getting the solar panels approved by everyone such as, nv energy, the city, and hoa department Ion Solar then advised us that everything has been approved and we could move forward with the install install was scheduled for August 8, 2022 and was completed August 9, 2022 ion solar sent an approval review document to my hoa August 12, 2022 our hoa department sent us an email that the solar panels had been installed without their approval and that they needed to be removed immediately August 15, 2022 *** sent us an email stating that they apologize that it was an oversight on there part and they were going to get in contact with our hoa August 17, 2022 an inspection was scheduled for the solar panels (which I had canceled due to my hoa not approving them) October 10, 2022 ion sent us an email stating that they were still waiting on out hoa to send them a solar agreement document. We were advised that per our hoa if we wanted to proceed with the panels we would have to remove and replace the panels every 5 years and have someone inspect the roof before placing new panels back on. I advised ion that we did not agree with that and that that was not stated in out contract and that we wanted the panels removed immediately. September 20, 2022 I received at text from *** stating that there attorneys were still working on solutions to resolve the hoa issue now we have had the issue going on for weeks even though we told them they needed to be removed immediately and that it wasnt our fault that they messed up in there end and they have been giving us the run around for weeks now. they have also sent the total amount of $13,100 to the finance company that they work for and they advised us that if we dont make the payments for the solar panels that they can put a lien on out house. This was mentioned to me today October 19, 2022.

  

  Business Response

  Date: 10/20/2022

  We are concerned about this as well as Ion Solar has been attempting to work with the *** with little success. Someone will reach out today.