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
- 356 total complaints in the last 3 years.
- 98 complaints closed in the last 12 months.
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Initial Complaint
Date:08/15/2022
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.
Signed a contract with Ion Solar for installation of solar panels for our home, and paid 50% of the price cash up front. 5-7 days later, due to a family emergency we called the area manager to cancel our contract, that we were in phase one, and how would we go about getting our refund because ION had already taken our payment. She said she would be able to submit the cancellation, but we would have to call the Sales ******** told us that the cancellation fee would be waived since we are still in phase one and no work has been done yet, and that we would be receiving a call from corporate within a couple of days. That was on 1 Aug. On Thursday, 11 August 2022 at ****, we messaged the Sales Rep asking about the status of the cancellation and refund. We were told that he was going to check on the status "right now" and we did not receive a call back or update until we messaged him again at **** on that same day. Today, 15 August 2022 my wife called the main office in **** and was told that they would get ahold of the Area Manager and that she would get back to us with the status. We have been trying to get our refund of $16,906.00 for two weeks and the company is giving us the runaround.
Business Response
Date: 08/16/2022
A manager will review this asap to get this resolved.Initial Complaint
Date:08/09/2022
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 project was started back in March with collecting information to start the process in obtaining solar and obtaining clearance from the city to begin. The first actual visit was scheduled for 3/25/2022 for a sire survey which required someone to be home. The survey was complete and we received a draft layout of the panels on 4/8/2022 which then was submitted to the city for approval. Then instillation day comes which was scheduled for 6/7/2022 which required me to take time off of work (lost wages). Instillation was scheduled for morning install ****am, no one showed up so I placed a call to the project coordinator who stated that the was a "priority" job that pushed our home to the afternoon, Then waited for the afternoon, again nobody showed up. Called project coordinator again who states they will come after the current house they were at. Again, no one showed up all day. With no apology from Ion and no explanation. Weeks go by waiting to reschedule the install, with a text message on 7/1/2022 to do an install the next day. This did not work for us so the next Saturday that was available was 7/9/2022 for an installation time of ****am. On the day of install, the team calls when they are 5 minutes out to let us know they do not have an electrician to finish the job but they can place the panels and Ion will have the electrician come out in a few days to finish. A few days pass after the panels were installed and no sign to schedule the electrician. Finally the electrician was scheduled for 7/19/2022 from 2-4pm which required more missed work. The job was not finished on this date and needed the team to come out again to do the inside wiring which required more time off. Now, the inspection was scheduled with the city for 8/11/2022. received a message today stating there has been a scheduling error and the inspection is pushed to 8/18. The lack of professionalism and the ability to complete a job sufficiently is unacceptable. I no longer want this serviceBusiness Response
Date: 08/12/2022
We will have a manager reach out asap to discuss your frustrations and make sure this is resolved.Initial Complaint
Date:08/03/2022
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.
The city approved the install and signed off on July7, 2022, because of another complaint i had against them they held submitting my paper work to NV Energy till Monday July 18th, 2022. NV Energy sent an email to me and them that the paperwork was not filed correctly.This morning at like 6:45am they called me to say that NV Energy had made the mistake in the paper work, i asked why they sat on the paper work when filling it to NV energy had nothing to do with the other complaint. it now looks like it wont be turned on any time soon thus, i will incur both a NV energy **** and the solar payment next month of potentially $600.00, just because they sat on filling my paper work.Poor management under **** and his team and very poor customer service.Business Response
Date: 08/09/2022
We will address this with this customer.Customer Answer
Date: 08/09/2022
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.
Sincerely,
*********************Initial Complaint
Date:07/21/2022
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.
This makes the second BBB complaint against ION Solar. The first was getting them to acknowledge responsibility to fix a roof leak. *** finally accepted responsibility for lifting the solar panels off the roof and repairing the roof. It remains to be seen if the inside will be fixed. I'm told a contractor will be here to fix it on 5 August . The company hired to lift and replace the panels has basically abandoned the job (the roof was replaced). I have informed ION Solar of this several times. I'm not looking for an excuse. I want the job to be completed. The attached pictures show where the company assigned left everything in the yard and the roof. It has been there for months and without panels, my energy bill is $400+ a month.Business Response
Date: 07/25/2022
So sorry this is taking so long. We are all waiting on a third party contractor to keep their obligation. We are following up with them.Customer Answer
Date: 07/26/2022
Complaint: 17598902
I am rejecting this response because:
This has been their response for the last month+. I want to know specifically what they are waiting on. Why are they having to wait. If the vendor can not provide the service why are they not moving to a vendor who can provide the service. Why are they not threatening to *** the third vendor if theyve been paid. *** provided a blow off response. Thats unacceptable.
Sincerely,
***************************Business Response
Date: 07/28/2022
We are also frustrated by the third party's delays. This has been escalated to visibility of upper management to discuss an action plan.Customer Answer
Date: 07/30/2022
Complaint: 17598902
I am rejecting this response because:ION is not giving details. I was contacted by **** They said they were delivering the part and it should be here by next week, but then I get this response from BBB. The following questions require answers:
What was the part ordered, and what is the shipping tracking number?
What is the name of the 3rd party contracting company replacing Solorize? When will they show up?
ION charged me $360 in order to get the entire ceiling done instead of just the part they were responsible for. I agreed to pay. On Thursday, 28 July, a guy from ******** Service showed up at the house with a can of spray stain blocker to do the job. Are you kidding me? I want to know what ION is going to do about the ceiling.
I would like individual answers to these questions, not some blanket statement.
Sincerely,
***************************Business Response
Date: 08/16/2022
We feel we have a good solution with the third party to get this service completed.Initial Complaint
Date:07/20/2022
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.
Have several issues with the installation process. Was told it would be completed by April. It is now July and I am Still waiting. They left my laundry room trashed , I had an appointment scheduled and no one showed up or has contacted me with a update. Additionally , I was told my first bill would be two months after my service was turned on, but I have already received several emails and calls asking me to pay now despite everything being inactive. I have contacted my coordinator several times and I havent received a response or solution. I have contacted other departments to which ** told to deal with it thats how the process goes I advise no one to use this company.Business Response
Date: 07/21/2022
Someone will reach out asap to discuss the status of completion and payment concerns.Customer Answer
Date: 07/25/2022
Complaint: 17596465
I am rejecting this response because:This job is now months behind schedule and I am being asked to pay for something inoperable, to which no solution has been made. I was asked to use my veteran's refund to begin paying for the inoperable panels. Additionally, no one has contacted me for scheduling to complete the job. Lastly, the lack of installation and scheduling competency has lead me to miss out of having the solar panels inoperable during the majority of the summer season. This is important for producing energy.
Sincerely,
***************************Business Response
Date: 07/27/2022
A manager will reach out today to make sure this is resolved fairly.Customer Answer
Date: 08/05/2022
Complaint: 17596465
I am rejecting this response because:Still unresolved. Panels still inoperable. A manager was supposed to reach out to me this week and that did not happen. Additionally, my project coordinator has not communicated with me in approximately two weeks and I have not been given any updates.
Sincerely,
***************************Business Response
Date: 08/16/2022
We will escalate this to the highest level to make sure this is resolved.
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