ComplaintsforIon Solar, LLC

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ION Solar had a door to door recruiter that I spoke with about adding solar to our home. We set up an appointment with a sales rep. ** the time between then and my meeting with the sales rep I did some research and decided ION Solar wasn't the right choice for us.When the sales rep showed up I explained it to him and he agreed. Thanked me for my time and said he'd make sure to take us off their leads list. Since then I've been text twice and called twice. Each time I've asked to be removed from their call list and added to their do not call list. I do not believe they are keeping record of this since they continue to contact me. Sometimes multiple times in a day.

  

  Business response

  07/19/2024

  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 add this individual to our 'no call' list. ION Solar has trained our Sales Representatives to respect a Homeowner's request for no further contact and action is being taken internally to refresh this training.

  Customer response

  07/19/2024

  I am happy to accept this outcome. If I am contacted by ION Solar again I will report them to the ****

• Initial Complaint

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  July 10, 2024 however this also occurred approximately 1-2 weeks ago and at least one other time since we moved in at the end of March.A representative from *** comes to my door at dinner time. I have No Solicitation signs clearly posted. When I answer the door I ask them if they can read and point to the sign. They tell me they are not here to sell me anything.I want this to stop. All three times I have told the representative I will not conduct business door-to-door and I do not want anything. Also I ask to be removed from their list.My next step will be to contact ****** Sheriff and file a trespass complaint and the Colorado Attorney Generals offic.

  

  Business response

  07/11/2024

  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 add this individual to our No Contact list. ION Solar has trained our Sales Representatives to respect 'no soliciting' signs and action is being taken internally to refresh this training.

  Customer response

  07/11/2024

   
  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

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 19 May, a solar representative knocked on our door and wanted to speak with us about ION solar. We discussed that we were new to the home (less than 2 weeks) and we were not sure what our usage for the home would be. We discussed our bottom line being that we wanted to save money. We discussed the monthly amount that we would pay for the system that we agree to. The problem is, we never agreed to a system. Our bottom line was to save money and not use more kw than we produce. The design team put together a system that would mathematically not meet our needs. I was furious. I told the representative that sent it over that this was absolutely not going to work and we feel as if we were not listed to and our needs not met. We called DIViDEND to cancel our solar project because the obligations and promised that ION made were not fulfilled. We not longer trust in Solar. Now, the sales rep that spent 2 hours in my home is telling me what we will need to pay $3500 cancellation fee. This was never discussed and purposefully omitted from the video and discussions with reps that were supposed to disclose this information. This is predatory and we do not believe it to be legally enforceable. This company needs to be held responsible for its predatory actions. I am a 16 year active duty military member and Im appalled by this companys practices.

  

  Business response

  06/24/2024

  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 regarding the complaint and have come to a resolution. ION Solar will be cancelling the Customer's project at this time.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  June 22, 2023 I finalized my purchase with ION SOLAR PANELS with the guarantee from their salesman that I would receive a $6000 refund. I filed the proper form with my accountant on 4/15/24 but to my surprise I was informed that I would not receive the refund. In May 2024, I attempted several phone calls to the business and was unsuccessful in speaking with a manager. On 5/21/24 I submitted a disappointing review with BBB regarding my issue. ION SOLAR responded to the review on 5/22/24 with the expectation that someone would contact me. As of this date, 06/12/24 I have not heard from ION SOLAR. I just want what was promised to me by their salesman and I believe this company is falsely leafing customers to believe they will receive a refund

  

  Business response

  06/13/2024

  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. ION Solar does not guarantee any tax credits as we are not tax experts and we have always recommended to consult a tax professional as everyone's tax situation is different. The Customer completed Pilot Video Call. During that video, they were asked, "Do you understand your system financing may or may not include the federal solar energy tax credit or other state and local tax credits? Please remember that everyone's tax situation is different and you should consult with your own tax advisor if you have any specific tax or tax credit questions." , to which the customer chose, "Yes, I understand". Additionally: In the signed Customer Installation Agreement(CIA) on page 3 and 5

  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 (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.

  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.

  Customer response

  06/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me, however I  will close my compliant.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ion Solar is charging a $3500 cancellation fee after we chose a different company for our solar system. The cancellation terms and fees were never discussed by the salesman, therefore, we think this fee should be dropped. We invited Mike M********, an Ion Solar salesperson, to our house on 5/20/24. We discussed several details and took several written notes. We discussed interest rates and provided information to do a “soft credit check.” We stated that we are still “shopping around,” and even informed him that we were looking into a company called V3. M******** stated he had never heard of them; he acknowledged that we are still considering other companies. He suggested we proceed with a site survey to confirm the rough draft and encouraged us to sign documents for the site survey. We were under the impression this was not a binding agreement with cancellation penalties—just simply to allow them to perform the site survey. We signed the “Ion Developer Installation Agreement” on May 20th, however, this was presented to us just to allow Ion Solar to perform the site survey. The agreement is a 17-page document. Never once did M******** state that we had 3 days to cancel the agreement. Never once did M******** state that canceling would result in a $3500 penalty. We were required to watch an AI-generated video, however, it was not clear that what we were signing that night was for the entire project—not just a site survey. The items in the $3500 cancellation fee seem excessive. The fees are: $500 site survey (30 minute photo session of our property); $1000 for satellite images with solar panels overlayed; $2000 for permitting (the city of Lewisville, TX solar permit costs $100). So why are the fees so high? We communicated with Jacob, who sent the invoice and we explained our concerns. We feel that Ion Solar misrepresented the documents to be signed and should have informed us, clearly and verbally by the sales person, of the cancellation terms and fees.

  

  Business response

  06/03/2024

  Thank you for sending this complaint over to us. ION Solar is committed to addressing our customer's complaints. ION Solar does perform a Pilot Video Call where the customer is asked a series of questions to ensure that they've read and understood the Customer Installation Agreement. During that, the customer is asked if they understand that there is a 3-day period in which the Customer agreed to the question and proceeded with the remaining video. The Customer has chosen to cancel outside of their 3-day cancelation and entered into a separate agreement with another Solar Company. Additionally, in the signed Customer Installation Agreement(CIA) on page 6:
  
  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: **** * ********** ***** ****, Provo, UT 84604. 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. 

  Customer response

  06/04/2024

  
  Complaint: ********
  
  I reject this response because the cancellation fees and timeline were deliberately omitted by the salesman, and instead, the salesman portrayed the signed document as a site-survey only. If the company is expecting the average customer to read and comprehend a 17 page document during a sales-pitch, then this needs to be stated, and not mislead the customer to think it is a site-survey only. While the video may have asked us if we read the agreement, the video did not explain the cancellation fees. Upon your own admission, the Pilot Video indicates that its use to educate customers is experimental—is this tool designed to deliberately mislead customers? Additionally, the title of the document was “Ion Developer Installation Agreement” not “Customer Installation Agreement” and this creates contract ambiguity. Finally, there are repeated complaints on BBB regarding the same sales tactic and issue, indicating a systemic problem that Ion Solar is deliberately deceiving customers to sign agreements without having their sales people disclose—or at least assist—the customer in understanding the cancellation process and fees.
  
  I also reject the idea that by going to a competitor, you are able to arbitrarily charge a customer $1,500 penalty fee.  Is this legal?  If you entered into a contract with Ford Motors (and never take possession of the car) but then decide to buy a car from Chevy Motors, can Ford Motors charge you a penalty fee?   
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  05/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ION is a total scam. Do not trust anything said. Yes, I was an idiot to sign *anything* with ***. The small print in the contact, presented in DocuSign on a tablet, is easy to miss when the salesperson is "driving.""NO EMPLOYEE OR REPRESENTATIVE OF US IS AUTHORIZED TO MAKE ANY PROMISE TO YOU THAT IS NOT CONTAINED IN THIS AGREEMENT.... YOU SHOULD NOT RELY UPON ANY PROMISE OR ESTIMATE THAT IS NOT INCLUDED IN THIS AGREEMENT"Read as, "Nothing the salesperson commits to must actually be true. Buyer beware! You have 3 days!"I received a cold-call & then had "info gathering" appt while co-owner was away for 10 days.The flow-chart docs say: Phase 1 We will send the design to you, ... for approval. The average timeline for your area is 3-4 weeks."I was reassured that there would be no charges until I approved a design. We wouldn't have a final design until after the site survey 4 weeks later, so I had a month to get my co-owner on board with the concept. Contract signed: 4 weeks for info 3 days to cancel "And, btw, there is a great financing promo expiring at midnight. 3.49% fixed."I said that my co-owner would have to do the financing, but agreed to lock in the rate. "We can sort it out, right?"The design seriously did not work. By "not work," I mean that estimated system size for same roof area was ~70% of what other suppliers quoted, for a significantly higher cost. Different panels have different widths and lengths. For $21k less, I could get 33% *more* system size. Panel dimensions can be optimized for the roof dimensions. I proposed alternatives. I got nowhere. I finally gave up. I had no idea that I had approved a go-ahead, given I was still in active discussions about the design. I was encouraged to sign other docs even after I said, But the permit form you submitted is inaccurate. Don't we need to specify a particular design that is actually approved for said approval to be valid?" The response was, "Just sign it. We can change it later.

  

  Business response

  06/07/2024

  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. ********************** performs a Pilot Video call with the Customer to ensure that they are aware that they are entering into an agreement. The customer will provide their utility bill so that their usage can be evaluated. There were multiple proposed designs where the estimated offset percentages ranged from 75%-95%. Additionally: In the signed Customer Installation Agreement on page 6,

  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 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 *** 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.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Today i received a knock on my door. I have a no soliciting sign. When I pointed out the sign the salesman continued to try to sell me solar. When I kept insisting that Im not interested he kept pushing and asking more questions as to why. I finally had to say get off my property or Im calling the police.

  

  Business response

  05/30/2024

  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 add this individual to our 'no knock' list. ION Solar has trained our Sales Representatives to respect 'no soliciting' signs and action is being taken internally to refresh this training.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been with ION Solar since February. The end of April, we had a bad storm and my panels/app, stopped reporting. The sent a technician out two weeks later. Then May 13th, we had another storm, it caused the same issues. The technician ************ suggested I reach out to him directly. Never resolved. I have sent emails requesting my account be checked due to me using way more energy then I am producing. No calls returned, no emails returned, and customer service not only lied to get me off the phone, but also hung up on me. I spoke with ***********, she told me her supervisor wasn't available, but she had flagged my account for another team led by *************************** to review the documents I had originally sent May 10th. I asked can you guarantee that someone will be reaching out to me today. She said I am doing all I can to help you, I reiterated, I wanted to speak with a member of leadership and she said, as I have told you many times, I am trying to help. I stoped and said, as I am trying to say, and then stoped and asked if that was mimicking her, and she hung up on me. I call back and ************************* answers, I ask him for a supervisor, he tells me, his isn't available. They are also not able to transfer to voicemail. ****** tries to lead the call to disconnect. He tells me that ****** had escalated my request, but was not able to provide any information to who or how. ****** also tells me, during the 5 minutes we were on the call, he had reached out to his supervisor, ******************** via messenger, but he had not responded. I asked when could I expect to hear from him and he said, he is ver busy, when he is available, he will call you. Then I said, can't tell me there is NO MANAGEMENT in that entire building. He said, no one that can help you. I am paying over $30,000 for a solar system that I have not even had 6 months.

  

  Business response

  06/06/2024

  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. **********************'s Customer Experience team was able to assist with the Customer on 5/28/2024 and address the questions and concerns that have been brought up. ION Solar has made multiple attempts to make contact with the Customer about the filed ******************** complaint.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2021 we purchased solar panels with ION. We rolled a roof cost of $9,000 into to financing and were very pleased. In September of 2023 I began calling ION regarding fewer credits with SREC. We were on a roll with monthly grid credits that suddenly stopped. I was told this can just happen. I then noticed my ************** bill went up. They too said, "this can just happen". I had no email notifications or calls from ION to alert me that my system was offline. I continued to see a dip in credits and an increase in ************** charges and reached out to our ION rep. ******** After 3 additional attempts, the rep called me personally to advise he was no longer with ***. I called the mail ION service team who had a wrong phone and email for me. They advise my system did seem to trail off back in July of 2023 and they suspected a micro inverter issue. We found in March that squirrels were residing under 1 of the panels and a wire had caused a trunk line for 13 panels to go out. Essentially, we were unknowingly utilizing less than half of our panels from July-March when ION shut ALL panels off for safety. This was disheartening given all my calls to both ION and Dominion who are supposed to be sharing my energy! This also occurred at the same time we paid off (in full) our nearly $52k solar system. No one from ION advised our rep was gone, nor did ION update my contact info after 3 requests. If ION serviced panels yearly like many companies do, this issue could have been resolved. If ION mentioned squirrels were a known solar energy problem, this would not have happened. Many solar companies mention CRITTER GAURD as an upsell or auto include it in the product. It was never even mentioned at point of sale and we are surrounded by trees. The name of our neighborhood is SHADOWLAWN! We are out hundreds in terms of savings. The replacement panel damaged by squirrels is $850 and I think it is not too much to ask for ION to cover this to make up for the oversight.

  

  Business response

  05/30/2024

  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 and are working on providing a solution to the complaint. We have addressed the issue with the Customer's information and the critter guard. ION Solar does not actively monitor our customer's systems and if an issue comes up, then the customer can report that to ION to get further assistance.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2024 my roof started leaking. I call Ion Solar to come look at it. Their tech came out and stated the their solar panels cause the leaks. He also stated Ion Solar will ******* me and deny the claim. He showed me the pictures and sent them to me. The leak is under the solar panels due to the weight of their solar panels. Sure enough Ion Solar called me to deny the claim. ION Solar are frauds. 1: They falsely tell about the price you pay, because of your rebates. What they don't explain is the money you will get back depends on if owe taxes. 2: They sell on no more electric bill. I still have one. 3: Roof warranty. They don't honor it, never intended to honor it.

  

  Business response

  05/29/2024

  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. We have made contact with the Customer and are working toward a resolution. Additionally: In the signed Customer Installation Agreement(CIA) on page 4

  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. 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 nonavailability 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 to or pertaining to Owners taxes.

  Customer response

  05/29/2024

   
  Complaint: 21750403
  
  I am rejecting this response because: The sales Rep never stated anything close what Ion Solar states. The *************** there is an 8400 tax credit . Then gives you the monthly price on your solar panels if you apply the tax credit. They never explained how the tax credit works? Depending on if you owe taxes. It will affect the amount you get back. Then part of the sales pitch is they Warranty you roof for 10 years. Which is a farce. 
  
  Sincerely,
  
  ***********************

  

  Business response

  06/03/2024

  ION Solar is in communication with the customer and are working toward a resolution with the complaint. We are gathering quotes for the roof repair and will be discussing this further with the customer. 

*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. ↩