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

  12702 Toepperwein Rd Ste 230 Live Oak, TX 78233

• 

  Ion Solar LLC

  2840 S 36th St Ste 6 Phoenix, AZ 85034

• 

  ION Solar - Oregon

  9425 SW Commerce Cir Ste B22 Wilsonville, OR 97070

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:03/11/2025

  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.

  ION Solar installed our panels. The installation was not done properly. A set of panels is over our garage, which had been converted into a game room at much expense. We had a decent rain and the dry wall and paint in the game room was soaked and stained from water. Also, the wood on a pocket door was soaked and swollen. ION Solar came and saw the issue was their fault. They had drilled through the roof to install the panels and missed the wood beams. The result was a significant leak. They came, removed the panels, and reinstalled. Several months later, we had significant rain and the same place leaked! ION sent someone out and said the second install was also incorrect. They removed the panel and disconnected the system so we weren't generating any power from the remaining panels, causing us to pay full electrical for those days. The panels were disconnected for 28 days. We asked for reimbursement for those days and were told no, only if it goes beyond 30 days. The repair was originally scheduled for after the 30 day **** and when I pointed that out, they actually shifted schedules to ensure someone got to our home before the 30 day ****. While the leak seems to now be fixed and the dry wall repaired, the expensive pocket door still has issues. ION kept sending someone out, but they don't have the stain to fix the door. We're very upset with ION Solar as it's now been several months and all the repairs are not completed. And we're upset that we had to pay for the solar panels during the 28 days that they were turned off, causing us to generate a full electric bill. This was not our first issue with ION Solar and each time it was a pain to get sorted out. If I could go back in time, I would definitely NOT get my solar from ION and I am definitely advising neighbors who ask to go with a different company.

  

  Business Response

  Date: 03/18/2025

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ********************** has made contact with the customer to discuss the complaint. We discussed the timelines of the project to determine a resolution and the customer has accepted.
  

  Customer Answer

  Date: 03/19/2025

   
  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. However, as of this time, I am awaiting the paperwork to be signed that brings the resolution into affect. Ion Solar has stated the paperwork will come by the end of the week. If it does not, then I will have to change my Acceptance to Non-Acceptance. However, I have every faith that Ion Solar will honor what they have agreed upon.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:03/07/2025

  Type:Sales and Advertising 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.

  Ion Solar is utilizing predatory and dishonest business practices. I had a consultation meeting with one of their staff, ******, to get a quote and see what they could offer. I said I was interested but that I would need some more information and to think about it. ****** told me that we could continue to fine tune the "proposal" and he could have an inspector came take a look a the roof to see if it would even work for solar. To move forward we would need to have a contract. I started reading through this contract but he insisted that I didn't need to read it fully, that I could cancel at anytime (he even said up until the day of installation). I realize its never a good idea to sign a contract without reading it, ***** taught us that well enough, but it was getting late and i needed to get dinner for my child. And again he insisted I could cancel anytime. So now, I have cancelled, and they are charging me with a cancellation fee. He said, cancel anytime. Not, there will be a fee to cancel anytime. Again, he pushed me to sign the contract and did not mention any fees. Now they are threatening me with collections if I don't pay the fee. This is a disgusitng predatory practice. Whether it is their company policy to lie, or this particular salesman, is to be determined.

  

  Business Response

  Date: 03/14/2025

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ********************** performs a Welcome Video Call with the customer to ensure that they are the person signing the agreement and that they have had the opportunity to review it to their satisfaction. ION Solar has made contact with the Customer to discuss the complaint and will be following up again to discuss resolving the complaint.

  Additionally: In the signed Customer Installation Agreement(***) on page 3 Section etc.

  CANCELLATION

  YOU (OWNER) MAY CANCEL THIS AGREEMENT AT ANY TIME PRIOR TO MIDNIGHT ON THE THIRD (3rd) BUSINESS DAY AFTER YOU HAVE SIGNED IT. To exercise this right, Owner must call ************** and speak with our resolutions department or send written notice of cancellation to our corporate office at: **********************************************************************************. A form (and copy) of Notice of Cancellation accompanies this Agreement. If Owner requests to cancel more than three (3) business days after the Effective Date of this Agreement, the following cancellation fee(s) shall apply, any and all such cancellation fees shall be compounding, if Owner cancels: (i) 1-3 Days after signing this Agreement no fee; (ii) after site survey - $500; (iii) after final CAD design has been completed - $1,000; and (iv) after permit application has been submitted - $2,000. In addition to these cancellation fees, Owner shall be responsible for (i) any and all costs incurred by a third-party in preparation for the installation of solar and (ii) any third-party financing/loan agreements. If Owner requests to cancel more than three (3) business days after the Effective Date of this Agreement in order to enter into a solar agreement with a separate company, Owner shall pay to Company a cancellation fee of $3,500.

  
  

  Customer Answer

  Date: 03/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, in addition, they have agreed via text to cancel the invoice I was charged. Thsi cancellation, and nto the message provided here, is the reason I agree to resolve the complaint. Thank you for providing us support!  
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:03/04/2025

  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 purchased solar panels for our home from ION Solar June, 2025. As of this complaint, only 7 of the 32 panels are working. This system has NEVER worked properly. There have been numerous problems. First, some panels were installed improperly and damaged our roof, so the roof was leaking. After much back and forth, where they tried to blame us and falsely claimed that room was damaged prior to installation of panels, they finally came out to fix it, and stated that the panels were installed wrong. System still did not work properly. Now they are saying it’s “critter damage “.! Facts are that we have no trees around our house, and the technician that came out to check the system states that he never reported anything regarding critter damage. The technician states that the problem is likely that panels are installed incorrectly and therefore the power switch will not stay on, causing it to overload and switch off. ION has not provided any pictures or evidence of what they say the problem is. The panels have a cost of $75,000 dollars! I am being made to pay for a system that has never worked! This is feeling like a scam to me. Please help!

  

  Business Response

  Date: 03/11/2025

  Thank you for sending this complaint over to us. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ION Solar has made contact with the customer and have discussed the complaint. After the recent visit on 3/4, our technicians were able to get the system operational and fully functioning. ION Solar has informed the customer that we will monitor the system over the next couple of weeks to ensure the issue is resolved. ION Solar has provided the photos to the customer from the previous visits as well.
  

  Customer Answer

  Date: 03/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  19 of the 32 solar panels remain inoperable. We were told that the technician was scheduled to come out March 4th, however no one called or came out. My husband called, and technician came out March 5th. System worked for approximately 4 days. It has not been fully operational since. I was offered $300 for the system being inoperable during February, but only if I sign a resolution agreement and release. I am not comfortable signing anything like that until and unless the system is fully and consistently working properly, so I have not received any compensation or signed the agreement. I am currently waiting for scheduling of technician to come out AGAIN. Yet, I have already made another payment on a system that does not work to protect my credit score. 
  
  
  
  Sincerely,
  
  
  
  ******* **********

  

  Business Response

  Date: 03/25/2025

  ION Solar has been in communication with the customer and have been working to provide a resolution. We have come to an agreement for resolution, but we are pending the appointment to take place on the 3/27 to ensure the system's issues are resolved.

• Initial Complaint

  Date:02/28/2025

  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.

  Installed in November 2022. Turned on in February 2023. We were never offered critter guards as an option (didnt know that was even a thing or necessary) or told that animals would be a concern with our panels. On December 27, 2024, our panels stopped working. We contacted Ion by December 30th and they said they would be in touch to schedule service. By January 6th we were contacted to say that we needed to pay a $250 service fee before they could schedule. We paid that day. I reached out on the 7th and they said that they could not schedule until payment was processed. They reached out on January 13th to say our payment was processed and that they would reach out to schedule in a few days. On January 14th we scheduled an appt for January 17th at 10am and they said that we did not need to be home for the appointment. In January 30th we reached out because we had not heard from Ion about the status of our panels from the appt on the 17th. They said that someone had been sick and was not able to provide service. No one had reached out to us to let us know or reschedule. We rescheduled for February 5th. At this appointment, they determined there was a squirrel nest under one of our solar panels, and that they would not be able to assess anything until the nest and squirrels were removed. At this point is this first time we were informed about critter guards. We had the squirrels and nests removed in February 24th. And that same day Ion came to inspect damage where we were told that 11 out of the 12 panels would need to be replaced. We were given a quote of almost $10,000. We have been so disappointed with the customer service and feel we purposefully uninformed so that they would have to come out to re-do our panels and provide additional work to them. We are not wealthy and we thought this would save our family money in the long run and also benefit the environment, but the opposite occurred. Ion is not willing to admit fault or compensate for all we have endured

  

  Business Response

  Date: 03/07/2025

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ********************** has made attempts to reach the customer with the information they have provided and we have been unable to make contact with them. We will continue to reach out to the customer to discuss the filed complaint. Critter damage would be considered as an Act of God and is something that is not covered under the manufacturer or workmanship warranties that are included. Additionally: In the signed Customer Installation Agreement(***) on page 9 

  10-YEAR WORKMANSHIP WARRANTY

  Contractor hereby agrees to warranty the workmanship of its installation of the solar system (and its related components) as more particularly described in the underlying Installation Agreement (collectively the ** System) for a period of ten (10) years from the date upon which the installation is completed. Contractor agrees that with respect to all roof penetrations made by Contractor, such roof penetrations will be free from material defects in workmanship and will be sealed or flashed to eliminate liquid or vapor penetration, and that such roof penetrations shall not diminish the existing water-repelling abilities of the existing roof. In the event of (a) roof leakage or (b) malfunction of any component of the ** System where such leakage or malfunction is due to a workmanship issue, Contractor will, at its cost, repair the affected area of the roof and/or repair and/or replace (as Contractor shall determine) such malfunctioning component(s).

  EXCLUSIONS FROM COVERAGE

  -any leaks, damage or malfunction caused by fire or extreme weather conditions such as high winds, hail storms, ice dams, floods, tree damage, or other such acts of God; or for any leaks, damage or malfunction caused by pests or rodents.

  
  

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23005222
  
  I am rejecting this response because:

  1) Ion reached out ONE time on Wednesday, 3/5/25 in regards to this complaint. They have NOT reached out multiple times. We returned the call on Thursday 3/6/25. We have not heard back. They sent us a quote for repair of the damage on 2/24/25. My husband called within a couple days after receiving the quote to ask questions and express our frustration. They told us there was nothing more they could do other than provide repair for the cost estimated. We submitted the BBB complain on 2/28/25. My husband tried calling Ion multiple times on 3/1/25 and his call was disconnected at least twice.  
  

  2) Yes, I understand that critter damage is considered an Act of God and not covered, but when were getting these panels installed, no one from the team expressed concern about us needing critter guards. Critter Guard was not brought to our intention as something that was possible or recommended as necessary. As we have now learned from this experience, we should have had it from the beginning. Something we absolutely would have done if we were recommended it by the experts. And as a company and professional, I would expect them to provide all recommendations for keeping our system safe and in best condition. Not even mentioning those things makes me wonder if it was purposeful to gain additional high dollar work in the future. I would highly recommend that the the company provide those recommendations and services to all new customers and have them sign a contract of their refusal. Because I looked back at all of our paperwork, PowerPoints, contracts, emails.and none have any discussion or recommendations for critter guards or that critter damage should be a concern in our area. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/14/2025

  ION Solar has made multiple attempts to contact the customer. We first attempted to reach the customer with the number they provided in the complaint, but were unable to connect so a voicemail was left. The account holder called in from a different number and returned the voicemail, after we had left the office. We called back the next day to attempt to connect, but we were only able to leave a voicemail. The account holder did return the call again, after we had left the office for the day. We called again the following day again and had to leave a voicemail. We haven't been able to connect at the same time, so we sent a text to attempt to have communication done that way or to establish a time for a phone call. We have had no reply from the customer since. 

   

• Initial Complaint

  Date:02/26/2025

  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.

  This is a complaint on ION Solar Company. After a hail storm in OCT 2024 I needed to replace my roof due to the hail damage. As a part of the process ION needed to remove the panels in order for the roof could be replaced. This took almost four months to happen, and after scheduled appointment were not meant on their end without any cancellation or calls I had to miss work 3 times. I was finally able to get the panels removed and the roof fixed, now I need to have the panels replaced on my new roof. Its been three weeks and I am the one that has to keep calling to figure out how to do this. I have text email and called to express my displeasure with the customer services and the lack of engagement. Everytime I ask the question now about waiving the fee to put the panels back on, those request continues to go unanswered and ignored. I would like to speak to a manager but it appears there is no level of level ship available to discuss this entire process. This company was quick to take our money to get the panels off and took their time doing the work. They are horrible at communication with the customer to understand the issues they are causing on my end. We are paying the cost of the panels monthly, I already paid 2500 to remove the panels and they want another 2500 to put them back on. I understand I cannot void the contract with them, although that would be ideal! This company is horrible and the reviews are on the installment at the beginning of the process. I dont want to have to experience this everytime my roof needs to be repaired, I lived in ******** so thats expected. I feel trapped with this company and at their mercy.

  

  Business Response

  Date: 02/28/2025

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ********************** has made contact with the customer regarding their complaint. We have provided the feedback to the appropriate departments so that we may improve on those processes. ION Solar and the Customer have come to an agreement and we will be arranging the reinstallation of the customer's ********************** system.
  

• Initial Complaint

  Date:02/17/2025

  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 solar panels installed by ION Solar in spring 2023. Recently, our panels went offline and we had technicians from ION come out to determine the cause of the issue. They were unable to fully assess that day due to rainy weather and indicated that another service visit would need to be scheduled. Since then, ION has failed to call us when they indicated they would, cancelled a second service visit, and repeatedly told us incorrect information. We learned that the damage, caused by critters, could have been prevented and/or covered under warranty if we had a critter guard installed initially. Despite offering this service, it was never mentioned to us at all in the sales and design process.
  
  After repeated calls requesting a quote, we were finally told explicitly (we have proof) that we would not need a quote because we would not have to pay anything for the repair work, which would be covered under warranty. 4 days later, after we did not receive the scheduling call that we expected, we called and were then given a quote for $7650 to replace 9 of our 11 panels. This was shocking due to our understanding that the damage was fairly minor with the exception of one panel, as well as the previous confirmation that we would not have to pay anything for damage repair.
  
  We have requested that the company honor their promise that no fees would be owed for damage repair. They denied that request outright. We have been told that the issue will be escalated to upper management to determine if a discount may be offered. We were unable to speak with anyone who could explain why 9 panels needed to be replaced and were told that we could, on our own, attempt to contact the technicians who came out to assess the damage. ION made no effort to provide clarity themselves.

  

  Business Response

  Date: 02/26/2025

  Thank you for sending this complaint over to us. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ION Solar has offered a settlement and a Resolution Agreement has been sent to the customer. 
  

  

  Business Response

  Date: 03/11/2025

  ION Solar has made a settlement offer to the customer to help resolve the complaint. ION Solar works with the manufacturer to return faulty equipment under the manufacturer warranty. Because of the damages done by critters, it is considered as an Act of God. As part of the offered settlement to this complaint: we have offered a discount to the total cost of the replacement panels, increased the size of the panels from 380W to 400W, and have offered to provide a critter guard. Additionally, in the Customer Installation Agreement (CIA), on page 9:
  
  EXCLUSIONS FROM COVERAGE This ten-year warranty only covers issues resulting from improper installation of the PV System. Without providing an exhaustive list, Contractor is not responsible for:

  any leaks, damage or malfunction caused by fire or extreme weather conditions such as high winds, hail storms, ice dams, floods, tree damage, or other such acts of God; or for any leaks, damage or malfunction caused by pests or rodents.

  Customer Answer

  Date: 03/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The business's response does not address our concerns about the offer that was made, of which I have a recording of a phone call proving that this happened. The offer was made outside of any warranty agreement, as I made sure to confirm on that phone call. A representative of ION, in their Executive Resolutions team, acknowledged a "mistake" was made by a representative.

  Per our last response, I have provided a path for a non-financial resolution with ION, which it appears was simply ignored. 

  I do not, and will never, accept a representative of ION Solar misleading me in how ION would resolve this issue. This is dishonesty and fraud (at least in a colloquial sense).

  As discussed, I will accept a formal, written apology from the business for this error, if a financial settlement cannot be reached.

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

• Initial Complaint

  Date:02/12/2025

  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 want solar panels for my home and entered an agreement with Ion Solar in November 2024. They created final drawings without my review or approval. These drawings did not address the scope of work requested and they did not provide a panel design I was aligned with for install on my home. We did this again even though I requested a meeting to review design options before they went through the full CD set process. Now, I have been going back and forth for months with a PM and do NOT have a final design because they won't provide specific details on what cannot be achieved in the red lined designs i have provided (they work within the code regulations on the roof according to the drawings). I'm blocked from speaking to their design team because they apparently don't have telephones, and they are not offering any alternate solutions that meet my asks. It's a stand off at this point because I'm not accepting, "It doesn't work" as an answer without detailed specifics on the reasons it will not work and a conversation with the design team who can explain what is and is not possible. I'm not approving either of the CD's they drew up. I want a meeting to discuss the options with someone who knows what is possible and is not refusing to work with the client who lives with and pays for this decision.

  

  Business Response

  Date: 02/19/2025

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ********************** has been in communication with the customer and have set up a time to be able to further discuss their design.
  

• Initial Complaint

  Date:02/10/2025

  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.

  In November I saw an ad on line about finding out how much Solar would cost. I got a call right away from Ion Solar and talked to a man named *****, we had a great conversation and it was decided that I was going to wait a few months and that ***** would call me back to check in at that time. Almost every day after that first call my phone would ring and it would be someone from Ion Solar wanting to talk. I am also getting text from them. At the appointed time ***** did call me and we talked about still needing to wait another few months but the calls and text have continued. Sometimes 3x a day! I have asked them many a times to stop calling and did the STOP on the text but it still continues!! I have told them this has become harassment multiple times and they continue to call. I have yelled at them to figure out there communication within their company because I am sick and tired of the calls. They call from different phone numbers each time or I would just block them. Because of this I will never do business with this company, no business should be this needy and unorganized. Be very careful who you talk too.

  

  Business Response

  Date: 02/12/2025

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints.  We value all comments from our customers, and we are sorry to hear about your recent experience with our company. ION Solar has added the homeowner's information they've provided in the complaint and included them in our No Contact List. 
  

  Customer Answer

  Date: 02/13/2025

   
  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 just wish that it didn't have to go this far to have them stop.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:02/07/2025

  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 installed the solar panel since October 2023 and since then my xcel energy bill has not gone down and the system does not seem to work. Every time I call the customer service, I reach no resolution.
  At last, this week they increased the monthly payment from 160 dollars and they took 233.46 dollars without informing me.
  I would like them to review and if possible to come home again and show us how the system is really working as the electricity keeps going up.
  Thank you

  

  Business Response

  Date: 02/12/2025

  Thank you for sending this complaint over to us. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ION Solar has made contact with the customer to work towards a resolution to the filed complaint. ION has asked the customer to provide utility bills in order to better evaluate their consumption vs production. When the system is designed, it is created using information provided by the customer and the numbers we provide are in good faith estimates.   Additionally: In the signed Customer Installation Agreement(CIA) on page 4

  OWNER ACKNOWLEDGMENT OF ESTIMATE NATURE OF SYSTEM INFORMATION

  Owner acknowledges and agrees that the System Information set forth in this Agreement (including but not limited to the production estimates, savings/offset estimates, etc. set forth in the box above.) are good faith estimates only that have been based on data, information and input provided by Owner and for which Owner is solely and exclusively responsible. Owner further acknowledges and agrees that estimating solar production and usage is not an exact science because many factors such as weather, equipment placement, customer preferences, utility company rates and/or policies and procedures, third-party solar technology and equipment, power outages, equipment failure, tree and foliage growth, changes in Owner’s own electrical usage, etc. all impact such figures, estimates, production, and offsets. Accordingly, Owner hereby acknowledges that all such conversations, figures and estimates, including but not limited to those set forth in
  the System Information sections of this Agreement (regardless of whether presented verbally, in a pamphlet or other advertising materials, as part of a sales presentation or otherwise) are all provided as estimates only and not as any sort of guarantee or contractual commitment of any type. Owner acknowledges and understands that Contractor is not and cannot make any guarantees whatsoever with regard to the actual production or usage of the Solar System or any offsets to be realized as a result thereof and that under no circumstances will Owner request (or Contractor be obligated to pay for) any expected utility bill offset (or any other offset of any kind) not actually realized or earned. Additionally, Owner acknowledges that solar system equipment generally experiences an average annual degradation in production of approximately .05% per year (sometimes more and sometimes less depending on how fast the equipment and components age, etc.) for which Contractor is not responsible or liable. Against the backdrop of all of the foregoing, Owner hereby knowingly and unconditionally waives and releases any and all claims Owner may have against Contractor (or any of Contractor’s agents) that in any way arise from or relate to any estimates provided to Owner and/or to the System Information and specifications set forth in this Agreement, including but not limited to system size, estimated production, estimated savings, estimates offsets, projected use, or annual degradation, etc.
  

• Initial Complaint

  Date:01/21/2025

  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.

  Microvinverter has not been responding for months on our Solar Panel. I contacted Ion Solar about the issue in December 2024 and again in January 2025. They always say there will be someone from their team to call me back but no one ever calls me back. My system is under warranty but now they are saying my labor warranty has expired but refuses to provide documentation of that fact and demand $250.00 to fix the problem even though everything is under warranty. Ion Solar (Anyelo) said if I use someone else, they will void the warranty of my system all together. I was told that I could speak to the manager in regard to the issue. The manager was supposed to contact me via email or phone. After a week, I called back because, once again, no one has contacted me. I was told that I could NOT speak with the manager and they would NOT transfer me under any circumstances. January 3, 2025, at approximately 13:30, an employee named Anyelo ensured me that the manager would contact me via email or phone in regard to the Labor Warranty and possibly wave the fee since the last time they messed with that panel was less than a year ago before it went out again. January 10, 2025, at approximately 08:57 an employee named ****** told me that if I didnt give them $250 there was nothing they could do and refused to let me speak to the manager. Under no circumstances would she transfer me to the manager. They still havent provided any documentation stating that there was a different warranty. This is the same microinverter that they continue to fix, which should reset the clock each time.

  

  Business Response

  Date: 01/23/2025

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ********************** made contact with the customer on 1/22/2025 and we were able to discuss the complaint further. We have discussed the labor warranty and what that normally includes in our Customer Installation Agreements. *** is working with the customer to coordinate a service appointment to further troubleshoot and work to provide a resolution to the matter.