Business Profile

Solar Energy Contractors

ION Solar, LLC

Headquarters

Complaints

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

Customer Complaints Summary

343 total complaints in the last 3 years.
107 complaints closed in the last 12 months.

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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:04/09/2025
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.
My husband already told Ion Solar over the phone that any more attempts to contact him or me will be considered harassment before they showed up today. They have violated our no soliciting sign twice and pretended to be from *************** I had to tell them to leave at least 4-5 times before they finally left.
Business Response
Date: 04/14/2025
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. ********************** has attempted to make contact with the customer about this complaint, but the Homeowner has requested no further contact from ***. We have included the information from this complaint to add the Homeowner to the No Contact list.
Initial Complaint
Date:03/26/2025
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.
Their electronics in the system keep telling me that the solar panels are not meeting design. After roughly 3/4 weeks of no response from their customer service they NOW have rescheduled a technician visit 3 times. Im fed up with it!
Business Response
Date: 03/24/2025
Ms. Angel:

I recently received a letter from you regarding a Complaint (ID # *********.

This complaint has been made against our company in error. We have not found any record of having performed a project for the customer identified in the letter. *********** has not installed any residential solar systems in over ***************************************************************** *********

The person who filed the complaint (or the BBB) has confused our company with the one with which he is dissatisfied. Through an internet search, I was able to identify a solar company with a presence in ******** that has a very similar name to **** Solar Ground", Ion Solar (***************************************). Perhaps that is the basis for the confusion.

Please provide this feedback to the complainant. This response should conclude this matter with respect to us, and we will not be providing any further response to this Complaint.

Thank you for your help.

Sincerely,
*** ****
Customer Answer
Date: 03/26/2025
The complaint was lodged against Ion Solar. They are a national solar company with corporate headquarters in ****, ****. Their support email is *************************************************************************************************************************************. These are the people that Ive been trying to deal with. The support phone is ************.

Please address this issue for us; its very frustrating plus we are listing our home in ~6 weeks. I need them to provide the service that they so loudly trumpet.

Regards,

******* **********

Sent from ******* I-Pad
Business Response
Date: 04/03/2025
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 about the complaint. There is currently one panel that is not reporting and so a replacement has been requested through the manufacturer. We are waiting on the arrival of the equipment to be able to coordinate a return visit to swap out the device.
Initial Complaint
Date:03/25/2025
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.
Unprofessional experience with ION solar. Unprofessional scheduling. Then threatening to charge me for missed appointments. Due to ION solar
Business Response
Date: 04/02/2025
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. ********************** is currently attempting to coordinate the City inspections with the customer. The City does require someone over the age of 18 to be present and we are attempting to work with the customer's schedule in order to have that take place.
Customer Answer
Date: 04/02/2025

Complaint: 23112947

I am rejecting this response because:
I set-up a phone appointment with ****** from ION Solar Resolution team for 2:15pm on April 2nd 2025. It is now 3:25p sent my first text @ 2:19p letting them know I was available, no response. A second text at 2:27p no response, third text at 2:47p yet no response. In the 2:27p I had to let them know in my third text, that I would give them an hour to respond. It's now 3:30p. No response. I have been more than patient. I have to go about my day, and hope they do not threaten to charge me for a yet again their failure to follow through with appoints set. By myself and ION Solar Resolution team Mr. ********************************** ********
Business Response
Date: 04/09/2025
ION Solar made contact with the customer on 4/3 to be able to discuss and work to a resolution with the complaint. We are attempting to work with the customer to complete their system and fulfill their agreement with ***. We have attempted to schedule multiple times with the customer to have inspections take place. We spoke to the customer about the complaint and they are now refusing to work with us to resolve the complaint and to complete their solar project. At this time, the inspections need to be approved with the City and then we will obtain Permission to Operate with the ***************. The customer has informed us that they are only available after 2PM. When scheduling the inspection with the City, they normally do not provide a time slot and so they are considered as an "all day" appointment. Once those steps are completed, then the system would be able to be turned on and begin producing. Additionally: Per the signed Customer Installation Agreement on page 7:

CONTINUING COOPERATION
Each party to this Agreement shall be obligated hereunder to do such other and further acts (including but not limited to such things as the signing of documents or instruments and/or the allowing of inspectors access to the project and/or completing certificates required by Contractor or a third-party financing/lending company,
etc.), which are reasonable or which may be necessary or convenient in either party carrying out its respective obligations under this Agreement or in carrying out the purposes and intent of this Agreement. If Owner impedes work or withholds signing of any forms for more than 30 days, Owner shall be in breach of contract, and shall be responsible for all damages arising therefrom, including but not limited to payment of all amounts to which Contractor would be due hereunder, as well as any damages or other amounts due to any third-party(ies) with all such amounts being due immediately upon such breach.
Initial Complaint
Date:03/22/2025
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 have had problems with Ion Solar since I bought the system. This has been the worse investment I had ever made. Their customer service is horrible because I tell them my problems and nothing gets done. I bought the system August 2023 and they did not get the system up and running until June 2024. I would schedule appointments with their inspectors would cancel or not show up. I had to reschedule with them three different times before they would show up. Now I am have problems with the electrical circuits in the panel and they keep popping ****** I do not have any solar power. I have called ION three times last week and all three people from customer service has told me that some one will be reaching out to me shortly and no one has. . Do I need to call and attorney to get help or will Ion Solar help me?
Business Response
Date: 03/28/2025
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 been working with the customer to resolve the issue with the system. We had a technician visit on 3/27/2025 and they were able to troubleshoot the issue. ION Solar will monitor the customer's system over the next couple of weeks to make sure that the system is working normally.
Customer Answer
Date: 03/28/2025

Complaint: 23102120

I am rejecting this response because they have not fixed the problem with our solar. **************** sends me texts but does not reply back to me after I reply back. I would like to talk with someone about my problems.

Sincerely,

**** **********
Business Response
Date: 04/01/2025
ION Solar has made contact with the customer and discussed the complaint further. We are working with the customer to ensure that the system issues are resolved and remains functional and producing.
Customer Answer
Date: 04/03/2025

Complaint: 23102120

I am rejecting this response because they have been in contact with me but still nothing has been done. It has been two weeks now and are still waiting for them to get the solar panels working properly.

Sincerely,

**** **********
Business Response
Date: 04/09/2025
ION Solar is currently scheduled to return on 4/10/2025 to further troubleshoot the system's issue. We will continue to remain in communication to resolve the issue and work to provide the operational solar system.
Customer Answer
Date: 04/13/2025

Complaint: 23102120

I am rejecting this response because: we are waiting to ensure that the system is working properly and receive a satisfactory response from customer service.

Sincerely,

**** **********
Business Response
Date: 04/17/2025
ION Solar has been in communication with the customer about their system. At this time, the system is showing that it is producing and working without error. We have informed the customer that we will monitor the system for another week and then at that time, the customer will need to let us know if there are any future problems that arise.
Customer Answer
Date: 04/22/2025

Complaint: 23102120

I am rejecting this response because my original complaint was that it took me to file a complaint with the Better Business Bureau for Ion to react. It took two weeks before any one called me. I had left messages or if I did talk with someone they told me that they would have some one call me back. I would sent text messages and still no response. The Solar is now working but it took them a month to figure it out as to why it was not working. I lost many days of not having any power which I spent a lot of money for the solar to work .I do not recommend ION Solar to anyone!

Sincerely,

**** **********
Business Response
Date: 04/22/2025
ION Solar has been in communication with the customer and have made phone calls to ensure that his questions were answered and that his system was operational. At this time, there is no further troubleshooting with the system as it is performing as expected. ION Solar has addressed the communication with the customer and provided the feedback to the appropriate departments and their leadership.
Customer Answer
Date: 04/27/2025

Complaint: 23102120

I am rejecting this response because of the failed response with **************** and as to why it took a month to resolve the my issue. What is the next step for Ion solar to serve me better?

Sincerely,

**** **********
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,

**** *********

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