Complaints
This profile includes complaints for ION Solar, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 357 total complaints in the last 3 years.
- 99 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/03/2022
Type: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.
Got the Solar installed in February of 2021, was told I would bank hours and have little to know bills except what Rocky ******** charges for being hooked up to the grid ,taxes ect. *** said let it go for awhile and I did and I have contacted them and they do not respond timely and I have never not had a power bill that had credits for the Solar being banked.
Business Response
Date: 09/06/2022
We will reach out today to assist!Initial Complaint
Date:09/02/2022
Type: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 with Ion Solar on March 25, 2022 and was told the process would be relatively quick and that panels could be up as early as end of April. My panels ended up getting installed on July 1, which is fine, I'm in no rush personally. The problems started once the panels were installed. Once the panels are installed, you have 60 days before your monthly payments begin on them, regardless of whether the panels have been turned on. This is explicitly mentioned in the solar loan. So far since July 1, we have failed city inspection twice, and then the third inspection, which was scheduled for today, September 2 was just canceled today with no reason given. Monday, September 5 will be my first payment of $86. This will be a double-payment of my electric bill for the month ($160) and the solar loan ($86), which I don't believe is a feature of this process. In fact, the salesperson (***************************) stated that there would be no upfront payment and that the panel payment would completely replace my monthly electric bill. Seems like deceptive sales practices. Although customer support has been responsive to getting me rescheduled, my project manager, ********, has been missing in action for almost a month now.What I am looking for from Ion Solar:1) Reimburse any solar loan payments that are made in conjunction with my normal electric bill, including the payment on Monday, September 5 as well as any future double payments. I feel that this would be a good-faith gesture by the company until the project is complete.2) I called support and got inspection rescheduled for Tuesday, Sept 6. Please ensure that inspection is completed here and to finish the project. I just want to get this thing completed so I don't have to worry about these double payments anymore.Business Response
Date: 09/06/2022
We want to solve this problem as well. Someone will reach out today.Initial Complaint
Date:08/31/2022
Type: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 in March 2022. We were scheduled for an install in June. That ended up having to be rescheduled to July. Then another complication arose and they "needed to reschedule" with the electric company. I asked for weekly updates and none came. When I proactively reached out, there was no answer. We're now headed into September. I've already sent a notice of cancellation because I am taking this as an indicator of how service will be in the future if I needed support on the installed system. While I hope they forego the cancellation fee, I would not be surprised if I have to eat the cost.Business Response
Date: 09/01/2022
Someone will reach out today to assist with this.Initial Complaint
Date:08/26/2022
Type: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 started the process with ION Solar approximately EIGHT months ago. Installation was supposed to be done in April and the solar panels should be turned on at this point. I have reached out several times for an update and asking to have Solar panels turned on and Im just told they cant do anything. I should not have to continuously reach out to all departments of the company for updates and resolutions. The project coordinator should be doing that, but that has not happened. They left my house trashed during the installation and no one would respond to me concerning the mess. The loan payments for the panels has started despite being told I would not make a payment until 2 months after panels were on. I was then told to use my VETERANS rebate because theyre behind and the loan payments were now due. I disagreed With that solution. Was sent a reimbursement check for the first loan payment. Only to find out they stopped payment on the check and I was charged a return check fee! Lastly, due to the lack in progress I am now owed another loan payment due to the panels still not being operational. I made a bbb complaint against them previously and they responded saying it had been amended. Nothing has been amended. This is the most disorganized and complacent company I have dealt with. DO NOT USE ION SOLAR.Business Response
Date: 08/29/2022
We are aware of this situation and want to help. Someone will reach out today.Initial Complaint
Date:08/25/2022
Type: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.
On Thursday 25 August 2022 at 12:35 **/Pacific in NE ********, ******, an Ion Solar representative who identified himself only as *** and would not give further contact information ignored the clearly displayed "No Soliciting" sign displayed prominently on the property and proceeded to disrupt the household, with folks who work from home present and visibly working via the window, to make a sales pitch. When asked why he ignored the "No soliciting" sign, he said that he "thought the sign was cute" so he knocked (the sign has a cute image of a dog on it, but clearly reads "NO SOLICITING").When I phoned the company, they said they never heard of "***", but that they do engage in door knocking practices for marketing. I asked to be sent a copy of their guidelines for employees who do this (specifically wanting to see if they are instructed to follow No Soliciting directives), and they refused.I encourage folks to avoid this company due to aggressive and inappropriate marketing tactics.Business Response
Date: 08/26/2022
We want to help resolve this. Someone will reach out today.Initial Complaint
Date:08/24/2022
Type: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.
Rude interaction with door-to-door salesman today. Two men rang my doorbell. I answered the door and stuck my head out asking what they wanted because my two small dogs were going nuts and I didn't want them to run out the door. The man told me he was from ION and asked if I was the homeowner. I said yes in an irritated fashion. I asked what do you want, you are not supposed to solicit in this neighborhood. He said he wasn't selling anything but was interested in providing information to interested homeowners. He said all of this in a disdainful voice. I shut the door on him. I also bought a No Soliciting sign on Amazon today.Business Response
Date: 08/25/2022
We want to help alleviate these concerns. Someone will reach out today.Customer Answer
Date: 08/25/2022
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:08/23/2022
Type: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.
Three times my system has gone off line and or not reported Im getting billed for full service on my electric bill Ive given them all the opportunities to let me know what there doing but no responseBusiness Response
Date: 08/24/2022
We are concerned about these issues as well. Someone will reach out today.Customer Answer
Date: 08/26/2022
Complaint: 17757197
I am rejecting this response because: all I have gotten so far is promises of them coming out to fix it but mean while Im paying for solar panels that *** or *** not be producing plus paying a electric bill this seems to be a breech of contract.
Sincerely,
*********************************Business Response
Date: 08/30/2022
We are working with Operations Managers and our Master Electrician to ensure we understand what needs to be fixed and that we can coordinate a technician for as soon as possible.Customer Answer
Date: 09/03/2022
Complaint: 17757197
I am rejecting this response because: they have tried to fi the issue and the same issue keeps arising I still have not been told as to how I am to get reimbursed for my electric bill while my panels are not responding. All I have gotten is that they are sending their best tech to fix the problem 4 times.
Sincerely,
*********************************Business Response
Date: 09/06/2022
We are eager to fix this problem. We are working with our operations manager and master electrician to examine other options to fix the issue.Customer Answer
Date: 09/09/2022
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. The photos I have submitted are the results from three months showing that my panels have not produced and yet have I heard from them on how there going to resolve the payments I have made to the electric company
Sincerely,
*********************************Initial Complaint
Date:08/22/2022
Type: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 solar ************ promised a certain amount of credit to help lower the cost of the monthly payments for the solar panels but ended up not getting the tax credit so now stuck with this bill every month and the solar panels are not even producing the electricity theyre supposed to produce so now Im stuck paying the electricity bill full as a full and paying the solar panel so it ends up being even more expensive they had said it was going to save me money but it was all a lieBusiness Response
Date: 08/23/2022
We want to help and do what we can to resolve this. Someone will reach out today.Initial Complaint
Date:08/22/2022
Type: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.
During my initial conversation with the representative from Ion solar, I was told that 100% of my energy would come from solar production and I would not receive any more electricity bills. After a few weeks I noticed that the panels were only producing ***** kWh a day. I call and spoke to a representative in customer service and he informed me that my system was designed to only support a little over ***** kWh a year. I told the the customer service representative what was discussed between the sails rep and I, and he told me I need to speak to the sales rep that came to my home about the situation. I had previously reached out to the rep. to discuss my concerns, but he did not call me back. Since then I have received a bill for $128 from dominion electric company, which means I am now pay 2 energy bills (over $200 a month). I also looked back at my documents and they are not what I agreed to, and the reps information is gone from the contact page on the app. My home is ***** sqft, the rep. looked at my usage history which is over ***** kWh a month; your rep purposely designed an inefficient system to gain my business and to keep me from going with another solar company. I have also asked customer service to send me the tax information, no one has sent it yet.Business Response
Date: 08/23/2022
We are very concerned about this and want to help. Someone will reach out today.Customer Answer
Date: 08/24/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:08/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The problem is that they said they were going to refund me 10,500$ but they did Not and they have returned it to other people, also the solar panels are not producing like they said it was and now we have to Pay double of everything. I feel like ive gotten scammed.Business Response
Date: 08/22/2022
We are concerned about this as well and someone will reach out to you today.
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