Complaints

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

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  ION Solar, LLC

  44 E 800 N Orem, UT 84057-3905

  
• 

  ION Solar, LLC - Virginia

  2697 International Pkwy Virginia Beach, VA 23452

• 

  ION Solar - Oregon

  9425 SW Commerce Cir Ste B22 Wilsonville, OR 97070

• 

  ION Solar

  12702 Toepperwein Rd Ste 230 Live Oak, TX 78233

• 

  ION Solar

  359 CR 202 #4 Kyle, TX 78640

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

• Initial Complaint

  Date:10/25/2024

  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 put panels on my roof. They had a city inspection passed 10/8. There has been no contact from Ion... the solar panels are installed, inspected but not operating. It is now 10/25. I called their customer support #, ************, a few times, was told someone would call me back but never received any calls. First call on 10/18 I was told the hold up was the leasing company, **********. They had the wrong rate schedule? I called them today and was first told the problem was the city...I told them I was told by the service tech who went with the city inspector to the home that the city passed the panels. I asked to speak with the manager, *****. I was told no. Then ****** told me ***** said for me to call this # ************. This is the phone # for the utility company. Seems that is now the hold up to getting the panels up and running. I don't think I should be the person to call the utility company. What would I tell them? What if they say they need something only Ion Solar has? I did not submit any forms or have any contact before with anyone except Ion Solar but now all of a sudden it's my issue to resolve??? I need assistance from someone, somewhere! The panels are there but are of zero benefit to anyone at this point.

  

  Business Response

  Date: 11/01/2024

  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 about the complaint and has had an opportunity to collect their feedback. The financial lender did require additional information because there was a discrepancy with some of the system's information. That has since been corrected and we have now obtained Permission to Operate from the Utility Company as of 10/31/2024. We have informed the customer that we would provide additional communication to ensure that the project gets completed. ION Solar provides estimated timelines and we estimate that the project would receive Permission to Operate ***** days from the installation. Additionally: In the signed Customer Installation Agreement(***) on page 1 and page 3 

  INSTALLATION

  Phase 2: Phase 2 of the installation process is where the physical installation of the Solar System is begun and completed. As a general rule (but not as a guarantee), We anticipate that Phase 2 will take 45 to 60 days. Obviously, such things as unanticipated physical restraints, pandemics, needed remedial repairs (see the section entitled Site Inspection/Owner Remedial Repairs), and other unanticipated contingencies could affect this desired timeline.

  ESTIMATED TIMELINE/DELAYS

  Homeowner acknowledges that Contractor shall employ reasonable efforts to meet the expected time frames of the overall installation process but also acknowledges that such time frames are provided as estimates only and not as a contractual commitment. Homeowner acknowledges and accepts that some delays are beyond Contractors control such as delays caused by acts of God, pandemics, civil unrest, labor disputes, adverse weather conditions, acts of a government or other public authority, acts of the Homeowner or Homeowners agents, and delay in the delivery of materials by suppliers. Homeowner acknowledges and agrees that under no circumstances shall Contractor be liable for any damages whatsoever caused or arising from any delays in the installation process unless such delays are caused by Contractors own gross negligence. Additionally, Homeowner acknowledges that such delays do not constitute abandonment and are not included in the timeframes for payment or performance.

• Initial Complaint

  Date:10/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The information we were presented with during the sales process was inaccurate and misleading. The sales team used a previous year print out of our energy bill and projections which we later came to realize was NOT correct. We were two months living the home and still settling. After two months passed after our sales meeting (and tied into the contract), our energy use was a portion of what was shown. As first-time homeowners and new parents, we were vulnerable to such misleading practices and now being asked to pay $1500 to get out of the contract.

  

  Business Response

  Date: 10/23/2024

  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. Per the signed Customer Installation Agreement, it advises that the production estimates, savings, and estimated offset are purely in good faith estimates and are not any form of guarantee. ION Solar uses the information that the customer provides in order to build a proposal; if there was not enough usage in the home, we can estimate it on the square footage of the home. We offer a 3-day Right of Rescission where the Customer can cancel without any penalty and if cancellation is requested at different stages after those 3-days, different fees are associated with those stages. Additionally: In the signed Customer Installation Agreement(***) on page 3, 4, and 6

  DESIGN AND INSTALLATION SPECIFICATIONS

  Owner acknowledges that except for the System Size and Total System Price all other information presented to Owner and/or set forth in any of the Design and Installation Documents relating to or specifically labeled as Estimated Yearly Production, Impact of Energy Efficiency, Estimated Consumption and Production, Estimated Offset, and ***************** is subject to change and constitutes good faith estimates only which are subject to a variety of factors completely beyond the control or specific knowledge of Contractor and which, therefore, cannot and shall not be construed as constituting any form of guarantee or contractual term, condition, or commitment by Contractor to Owner. Owner, not Contractor, is ultimately responsible for Owners utilization (or lack thereof of the Solar System and as such for any production, efficiency, consumption, production, or savings realized by Owner. NO EMPLOYEE OR REPRESENTATIVE OF CONTRACTOR IS AUTHORIZED TO MAKE ANY PROMISE TO YOU THAT IS NOT CONTAINED IN THIS AGREEMENT (WHICH INCLUDES THE DESIGN AND INSTALLATION DOCUMENTS) CONCERNING COST SAVINGS, TAX BENEFITS, OR GOVERNMENT OR UTILITY INCENTIVES. YOU SHOULD NOT RELY UPON ANY PROMISE OR ESTIMATE THAT IS NOT INCLUDED IN THIS AGREEMENT

  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 Owners 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.

  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 a 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. Any applicable cancellation fees shall be immediately due and payable upon any such cancellation. Except for the three (3) day right to cancel as set forth above, after any solar components have been installed on the home (meaning
  once any portion of Phase 2 installation has begun), Owner forfeits any and all rights to any cancellation and shall pay to Contractor the entire contract amount.

  
  

• Initial Complaint

  Date:10/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had issues with Ion nonstop for months now. I had extensive hail damage to my roof and needed the panels removed and then later reinstalled. Here is a list of all the problems I have had since the process started. -ion lost my payment check. Even after customer service at first told me they had the check it was being processed. -I filed a complaint months ago that was never followed up with. - scheduling the removal was a complete disaster. I was scheduled only to be told later it was on hold due to permits that ion never pulled. - for the panel reinstallation, ion never followed up with me after the payment processed to schedule the reinstall. I had to call them. - I was finally scheduled for a reinstall only to receive a text later saying my appointment was cancelled and I had to be rescheduled. - asked for the reinstall case to be escalated to an operations manager but they never followed up. I believe ion is discriminating against us and engaging in retaliatory behavior towards us. This level of incompetence at every step is unbelievable and I believe it is being done on purpose.

  

  Business Response

  Date: 10/22/2024

  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 contacted the Customer regarding this complaint and we are working to get the system reinstalled.  When payments process, they have to go through the *** (Automated Clearing House) in order to process through the bank. Because of that process, it can add additional time to the payment actually processing.  We have provided the feedback to the appropriate departments to help improve with our processes. ION Solar will remain in contact with the Customer to ensure that the work is completed and the system is back on and producing for the home.
  

• Initial Complaint

  Date:10/02/2024

  Type:Product 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 am reaching out with some frustrations in the lack of communication and inconsistent communication from Ion with our Solar Panel reinstall. We initially had a panel installed for the rough inspection in July. Then we were told the inspection would happen and we had to be at the house last week 8/21/2024 for someone to install the rest. We were told the schedule window was 1pm-4pm. No one showed up. Then in reaching back out, we were informed "oh that was for the rough in inspection. and the request to get the panel reinstalled was sent to the scheduling team. We have another message that says we have another inspection with the city and it's for friday 8/30. That is now 3 different times we are supposed to have had inspections, and have yet to had them pushing out the final install of our panels, thus costing us more money with our utilities. We had the inspection on the 30th and we were told someone from ION scheduling would reach out to get the final install of the panels and netting up. I NEVER heard from anyone. It took me calling ION support to have someone send it a ticket to scheduling to get the ball moving again and that was done on 9/19/2024. After me initiating and almost nagging a company that prides itself on customer service we finally got someone to reach out and schedule us a crew to finish the install. However it won't be done until 10/28/2024. That is 4 months to install panels back on! I sent an email venting my frustration to the company on 8/28.2024 and never hear anything back. It is getting quite frustrating that no one from Ion is keeping a schedule, or at least informing us if there was a mistake, or if someone from the city had to cancel an inspection etc. It seems like someone has dropped the ball and we are literally paying hundreds of dollars in our electrical bills each month for their lack of response and coordination.

  

  Business Response

  Date: 10/11/2024

  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 attempts to make contact with the customer about the complaint but they have been unsuccessful. ION Solar will continue to reach out to the customer about the complaint. The customer is scheduled for a return appointment on 10/28/2024 to put the panels back onto the roof. 

• Initial Complaint

  Date:09/30/2024

  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.

  I previously have a solar system with ion solar and am very happy with it. I was contacted by one of their employees about me not getting everything I can out of my system so we setup a meeting. The meeting involved getting a second solar system on our house to make us "100% solar". We informed the salesman that we really can't afford a second system but the salesman somewhat aggressively pushed us by telling us we would get a guaranteed 75 dollars every 1000 kwh from srec for being 100% solar. We were also told we would get a 10k tax check instead of a rebate. This would allow help bring what we pay by essentially making our new solar bill the same as or Dominion bill. These were lies. Not only was the payment for the loan starting out 50 to 60 dollars more than my average Dominion bill, but **** doesn't offer any incentives for being "100%" solar and we will not be getting a 10k "tax check". So we are taking on a new loan that we really can't afford and of we don't pay 10k to the loan within the first 18 months than our loan payment goes up to 200 dollars a month. I believe that the salesman directly went against the honesty and transparency section of the sales code of ethics which states "Salespeople should be honest and transparent in all customer interactions. They should not stretch the truth or exaggerate." ***** should do any further business with this company if these how they treat their clientle. Also as a side note this salesman brought an employee along with him that he was training, so their future salesman will do the same practice.

  

  Business Response

  Date: 10/08/2024

  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. ***** can be sold separately from the electricity they represent. The value of an SREC is determined by supply and demand. ION Solar does not guarantee any tax credits as no one at ION Solar has analyzed the customer's tax situation. The federal ********************** tax credit, commonly referred to as the investment tax credit or ITC, allows you to claim 30% of the cost of your solar energy system as a credit to your federal tax bill. Additionally: In the signed Customer Installation Agreement(***) on page 3, 5, and 6 
  
  DESIGN AND INSTALLATION SPECIFICATIONS -
  NO EMPLOYEE OR REPRESENTATIVE OF US IS AUTHORIZED TO MAKE ANY PROMISE TO YOU THAT IS NOT CONTAINED IN THIS AGREEMENT CONCERNING COST SAVINGS, TAX BENEFITS, OR GOVERNMENT OR UTILITY INCENTIVES. YOU SHOULD NOT RELY UPON ANY PROMISE OR ESTIMATE THAT IS NOT INCLUDED IN THIS AGREEMENT.
  
  NO TAX CREDITS GUARANTEED -
   During the sales process, it is likely that Owner was informed of general tax credits and incentives that, generally speaking, may be available to users of solar energy. However, by signing this Agreement , Owner expressly confirms and agrees that at no point has anyone (including but not limited to Contractor) ever analyzed Owners specific tax situation or ever promised or guaranteed Owner any specific tax credit(s), rebate(s), incentive(s) or the like. Owner acknowledges, agrees, and accepts that no one, except Owner and Owners tax advisors (which Contractor is not), is/are in a position to know what specific tax credits/incentives/rebates may or may not be available to Owner based on a variety of factors entirely unknown by Contractor such as Owners f inances, tax filing status, etc. TAX AND OTHER FEDERAL, STATE, AND LOCAL INCENTIVES VARY AS TO REFUNDABILITY AND ARE SUBJECT TO CHANGE OR TERMINATION BY LEGISLATIVE OR REGULATORY ACTION, WHICH MAY IMPACT SAVINGS ESTIMATES. CONSULT A TAX PROFESSIONAL FOR MORE INFORMATION. Owner hereby agrees that Contractor is absolutely not responsible for anything related to any tax credits, rebates or incentives whatsoever and to that end hereby forever releases and waives any and all claims which Owner may have against Contractor (or any of Contractors agents or assigns) which arise from or relate to the availability or non-availability and/or the amount(s) of any specific tax credit(s), tax incentive(s), tax rebate(s) as well as any and all other claims arising from or pertaining to Owners taxes.
  
  INCENTIVES, ADD-ONS AND REBATES -
   Owner acknowledges that any and all incentives and/or component add-ons offered to Owner are set forth in this Agreement and that no other incentives or component add-ons whatsoever (including but not limited to such things as cash, critter guards, batteries, generators, main service panel upgrades, miscellaneous cash incentives or gifts, promotions, etc.) have been promised to Owner by Contractor or will be provided to Owner

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22359877
  
  I am rejecting this response because: the salesman did gaurantee a tax check, value doesn't matter in this situation, he guaranteed something that doesn't exist. Secondly he also guaranteed an incentive through **** for being 100% solar which also doesn't exist. My complaint has nothing to do with monetary values but with the lies we were told to convince us to sign up for a second system; therefore, violating sales ethics as stated in the original complaint..
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 10/17/2024

  ION Solar will be in further communication with the customer about the filed complaint. ********************** does not guarantee tax rebates or local utility incentives. We perform a Welcome Call with our customers to make sure that they have reviewed and understand their Customer Installation Agreement. Additionally: On page 3, 5, and page 6 of the signed Customer Installation Agreement
  
  DESIGN AND INSTALLATION SPECIFICATIONS-
  NO EMPLOYEE OR REPRESENTATIVE OF US IS AUTHORIZED TO MAKE ANY PROMISE TO YOU THAT IS NOT CONTAINED IN THIS AGREEMENT CONCERNING COST SAVINGS, TAX BENEFITS, OR GOVERNMENT OR UTILITY INCENTIVES. YOU SHOULD NOT RELY UPON ANY PROMISE OR ESTIMATE THAT IS NOT INCLUDED IN THIS AGREEMENT

  NO TAX CREDITS GUARANTEED-

  TAX AND OTHER FEDERAL, STATE, AND LOCAL INCENTIVES VARY AS TO REFUNDABILITY AND ARE SUBJECT TO CHANGE OR TERMINATION BY LEGISLATIVE OR REGULATORY ACTION, WHICH MAY IMPACT SAVINGS ESTIMATES. CONSULT A TAX PROFESSIONAL FOR MORE INFORMATION.

  INCENTIVES, ADD-ONS AND REBATES-
  Owner acknowledges that any and all incentives and/or component add-ons offered to Owner are set forth in this Agreement and that no other incentives or component add-ons whatsoever (including but not limited to such things as cash, critter guards, batteries, generators, main service panel upgrades, miscellaneous cash incentives or gifts, promotions, etc.) have been promised to Owner by Contractor or will be provided to Owner. The incentives and add-ons identified and listed in this Agreement are the only incentives ever promised to Owner, and there are no others.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22359877
  
  I am rejecting this response because: I will be waiting for ions call on this matter and will close the case when they have called and we have come to terms.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 10/23/2024

  ION Solar has contacted the customer about the filed complaint. We are working with the customer to obtain additional information on the communication that took place during the sales process. We have obtained the feedback the customer provided and will use it as an opportunity to help improve any of our processes.  

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22359877
  
  I am rejecting this response because: ion is holding a meeting Friday to discuss and I will be called after on Friday or Monday per direction from the employee that called me.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 10/30/2024

  ION Solar is looking further into the information that the customer has provided. ********************** has been in communication with the customer and keeping them informed while their complaint is being worked on.

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22359877
  
  I am rejecting this response because: I would like this complaint to remain open until resolution.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 11/04/2024

  We do complete a Welcome Call when the customer signs the agreement to make sure that they are aware of the terms of that agreement. We advise during that call that the customer understand that *** cannot guarantee any level of energy production, consumption, or utility savings, to which the customer answered, "Yes". Because ION does not analyze individual tax situations, we ask if the customer understands that the system's financing may or may not include the Federal Solar Energy Credit or other State and Local Tax credits to which the customer answered, "Yes". We advise in the Customer Installation Agreement, on page 3, "NO EMPLOYEE OR REPRESENTATIVE OF US IS AUTHORIZED TO MAKE ANY PROMISE TO YOU THAT IS NOT CONTAINED IN THIS AGREEMENT CONCERNING COST SAVINGS, TAX BENEFITS, OR GOVERNMENT OR UTILITY INCENTIVES. YOU SHOULD NOT RELY UPON ANY PROMISE OR ESTIMATE THAT IS NOT INCLUDED IN THIS AGREEMENT". We are trying to understand what resolution you are looking for with the filed complaint. The feedback is important; which will be relayed to help improve our processes and better train our representatives. The Customer has informed us that they will be seeking legal counsel at this point.

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22359877
  
  I am rejecting this response because:

  This response is the exact reason for the ethical violations stated. I am currently seeking legal counsel. I would like this complaint to remain open till matters are settled.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/17/2024

  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 did the install incorrectly. I have tried to get it fixed but all parties that work for ion solar just keep saying they are waiting for my project manager to answer. It has been over 20 days and I still haven't gotten told when they are going to fix it.

  

  Business Response

  Date: 09/24/2024

  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 this complaint further. The Customer claimed that the conduit was supposed to be ran inside of the attic during the installation from the conversation that they had with the sales representative and from our website. Conduit is not normally ran through the attic because it's intended use is to protect the wiring from the outside conditions. 

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22298219
  
  I am rejecting this response because:Ion came out to do the fix on October 15. They failed to finish the fix and left the system in a un-functioning state. They also punched a hole through the ceiling in my garage. I want Ion to come fix the ceiling, finish fixing the system, and pay me back for the lost solar generation that will cause my electric bill to be through the roof. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 10/17/2024

  ION Solar is working with the customer to complete this work. We are addressing the damage done from the recent service appointment with the customer. Additional cable is required and we will be returning to get the customer's system back online once we have that equipment. 

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22298219
  
  I am rejecting this response because: there is no solution for the loss of energy generation that will result in about $15 a day of electricity cost for a week period. Since they havent competed the work, I will not accept until it is fully complete to my satisfaction. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 10/23/2024

  ION Solar is scheduled to return to the home on 10/24/2024. We have obtained the additional comments that the Customer provided and provided it to our technicians for when they return for the service appointment.

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22298219
  
  I am rejecting this response because: The repair are complete, but there is still no response to payment for lose solar generation due to their scheduling issue. 

  
  Sincerely
  
  **** ******

  

  Business Response

  Date: 10/29/2024

  ION Solar has addressed the resolution with the customer. Having the conduit run through the attic is not a normal procedure, but because it was advertised and the system was sold on that, we wanted to make it right by having that work completed. We offered to reimburse the customer for some of the downtime of the system and they have accepted. 

  Customer Answer

  Date: 10/29/2024

   
  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:09/13/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A predatory salesman talked me into Solar Panels saying it wouldnt cost me a dime bc the payment for the loan for the panels takes the place of an electric bill. Well not only is that not true, its a lie. Plus they just installed 2 months ago, my roof is leaking, ruined 2 rooms, and they are saying it is pre-existing damage and theyre not fixing it. Even though they have admitted an email that they should have caught it on inspection before putting the panels up. I want to cancel my contract. I want them to remove the panels. If not, I will sue them and get another company to remove them and I wont pay them another single ***** . I feel they have breached the contract, With predatory sales practices on elderly woman that are medicated And alone

  

  Business Response

  Date: 09/20/2024

  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, make contact with the customer, and will work towards a resolution with the customer.

• Initial Complaint

  Date:09/05/2024

  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 through Ion Solar in 2021. Now that we need service on one of the micro-inverters, because it’s not reporting, we can’t get the company to come back out. We’ve already paid the $250 service fee, which is required to even be put on the schedule, but we’ve had 5 appointments and the company never shows up. When we call to find out why they didn’t show up, they always say, “something came up” and reschedule for weeks later where they don’t show up again. I don’t understand how something can come up when we are first on the schedule.
  
  The customer support or any type of service is absolutely terrible and very unprofessional with this company. They claim the panels and micro-inverters have 25-30 year warranty but here we are a couple years after install and can’t get any help.
  
  I’d like to have the $250 refunded back for the headache of trying to get help AND I’d also like to have the micro-inverter fixed under the warranty of Ion Solar. They have a 10 year workmanship warranty. At this point I’m not sure what to do anymore

  

  Business Response

  Date: 09/10/2024

  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 been in contact with the customer to resolve their system's issue. We had a technician service the system on 9/9/2024 and we will keep an eye on the system for a short period of time to ensure that the issue has been resolved.

• Initial Complaint

  Date:08/29/2024

  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.

  Applid for solar in July. Solar was installed and functional Dec 2023, stopped working since May 2024. Multiple calls, replacement of different things but no one can figure out to make it work. Now double paying for a non working solar and electric bill for the summer (which is why we opted for solar). Useless Customer service doesnt know a thing and will just keep on telling u to call again after 2 days. Same spiel even if u call every after 2 days.

  

  Business Response

  Date: 09/03/2024

  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. The customer has been scheduled for a service appointment to take place on 9/5/2024. We will follow up with the customer to make sure that the system is working correctly and assist the customer with any additional questions they may have.

  Customer Answer

  Date: 09/09/2024

   
  
  Complaint: 22213417
  
  
  
  I am rejecting this response because: it still was not fixed. They just assigned an agent that says they will look into the matter. A specialist came last Sept 5, it got fixed. And now its having the same error again. That's just 3 days after they said they fixed it. 

  
  
  
  Sincerely,
  
  
  
  Gretchen Leano

  

  Business Response

  Date: 09/10/2024

  ION Solar has been in communication with the customer and have resolved the issue with the system. The customer was seeing an error on the app which was caused by missing data in the system. That has since been corrected and the customer's system is reading Normal. 

• Initial Complaint

  Date:08/26/2024

  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.

  I am writing to formally lodge a complaint against Ion Solar, the company that installed solar panels on my home. As part of the agreement with Ion Solar, I was promised a tax package that would include the necessary documents to claim the government tax credit associated with my solar panel installation.Despite several follow-ups, Ion Solar has failed to provide these crucial tax documents. As tax season approaches, I am growing increasingly concerned about my ability to take advantage of the $8,000 tax credit that I am entitled to. Specifically, I need the completed Form 5695, Residential Energy Credits, along with any other relevant rebate forms, to submit to my tax preparer.This delay is causing significant stress and inconvenience, as I need these documents to fulfill my tax obligations accurately and timely. Ion Solars failure to provide the promised paperwork is unacceptable and is putting me at risk of missing out on this important tax credit.Desired Outcome: I respectfully request that Ion Solar be required to provide me with the correct rebate forms and all necessary tax documents, including the completed Form 5695, as soon as possible. This will allow me to claim the tax credit and avoid any potential financial penalties.Ion Solars contact information is as follows:- Corporate Headquarters:*********************************************** - Phone Number: ************ I kindly ask that your office look into this matter and take any appropriate action to ensure that Ion Solar fulfills its obligations. I am more than willing to provide any additional information or documentation needed to support this complaint.Thank you for your attention to this matter.

  

  Business Response

  Date: 08/29/2024

  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. ********************** provides a packet with the necessary information from their solar installation in order to file their taxes, ION Solar does not fill out an documents on behalf of the customer and we recommend that if they need assistance, to work with a tax professional. At this point in the Customer's project, the packet is not prepared because there are documents that we have not obtained from the local utilities. Once the project has been finalized and the system is online and producing is when we are able to have that packet generated for the Customer and at which point they are welcome to call in and have that requested again. Additionally: In the signed Customer Installation Agreement(CIA) on page 5: 

  NO TAX CREDITS GUARANTEED:

  During the sales process, it is likely that Owner was informed of general tax credits and incentives that, generally speaking, may be available to users of solar energy. However, by signing this Agreement, Owner expressly confirms and agrees that at no point has anyone (including but not limited to Contractor) ever analyzed Owners specific tax situation or ever promised or guaranteed Owner any specific tax credit(s), rebate(s), incentive(s) or the like. Owner acknowledges, agrees, and accepts that no one, except Owner and Owners tax advisors (which Contractor is not), is/are in a position to know what specific tax credits/incentives/rebates may or may not be available to Owner based on a variety of factors entirely unknown by Contractor such as Owners finances, tax filing status, etc. TAX AND OTHER FEDERAL, STATE, AND LOCAL INCENTIVES VARY AS TO REFUNDABILITY AND ARE SUBJECT TO CHANGE OR TERMINATION BY LEGISLATIVE OR REGULATORY ACTION, WHICH MAY IMPACT SAVINGS ESTIMATES. CONSULT A TAX PROFESSIONAL FOR MORE INFORMATION. Owner hereby agrees that Contractor is absolutely not responsible for anything related to any tax credits, rebates or incentives whatsoever and to that end hereby forever releases and waives any and all claims which Owner may have against Contractor (or any of Contractors agents or assigns) which arise from or relate to the availability or non-availability and/or the amount(s) of any specific tax credit(s), tax incentive(s), tax rebate(s) as well as any and all other claims arising from or pertaining to Owners taxes.