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.

If you've experienced an issue

Submit a Complaint

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:11/21/2023
Type:Order 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.
Our solar panels were installed on the 14th of September 2023. We were told *** had 60 days to submit all necessary paperwork and schedule an inspection by the county. On October 10th, I was informed that things had not progressed in securing an inspection, but that I would be reimbursed if the first payment had to be made before the panels were active. On November 9th, I was informed that my paperwork had not been filed due to an associate not following standard operating procedures. I made the first payment as required on November 18th. The *** associate who told me to contact him about reimbursement was no longer responding to my messages. Today (November 21st), I was informed that it could take an additional 3-4 weeks to secure an inspection. This could likely put the inspection after Ive had to make two payments on solar panels that Im still prohibited from using.
Business Response
Date: 11/29/2023
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.
Customer Answer
Date: 11/30/2023

Complaint: 20903315

I am rejecting this response because: The only effort made thus far has been to let me know that someone would be working on it and contact me. I have received no additional information since that, and I still am not able to use my solar panels. As far as I can tell, nothing has been resolved since the complaint.
Sincerely,

***********************
Business Response
Date: 12/04/2023
ION Solar has reached out to the Customer recently on 11/29, 12/1, and on 12/4. We are currently working to provide a resolution to the complaint and obtaining the approvals to turn on the solar system.
Customer Answer
Date: 12/06/2023

Complaint: 20903315

I am rejecting this response because: My issue has not been resolved.

Sincerely,

***********************
Business Response
Date: 12/12/2023
ION Solar is working with the City to have the permit reapproved so we are able to move to the next steps and to provide resolution to the Customer's complaint. ********************** has been in communication with the Customer to make sure they are kept up to date with their project.
Customer Answer
Date: 12/12/2023

Complaint: 20903315

I am rejecting this response because: my issue was that I cannot use my solar panels, and that issue has not been resolved.

Sincerely,

***********************
Business Response
Date: 12/14/2023
ION Solar is working with the City to complete the permitting adjustments so the inspections can be scheduled. Once approved, we will need to continue to work with the ******************************* to obtain Permission to Operate and turn on the system to start producing energy.
Customer Answer
Date: 12/15/2023

Complaint: 20903315

I am rejecting this response because: Solar panels arent activated yet.

Sincerely,

***********************
Business Response
Date: 12/21/2023
ION Solar is working with the customer to get the system turned on. There are inspections currently scheduled with the City on 12/28. Once approved, we will be able to notify the Utility Company and work to obtain Permission to Operate.
Customer Answer
Date: 12/22/2023

Complaint: 20903315

I am rejecting this response because: I still dont have power from my solar panels, so my issue is still unresolved.

Sincerely,

***********************
Business Response
Date: 01/02/2024
ION Solar is now currently pending the Utility Company to provide Permission to Operate for the Customer. The inspections were all approved and this has been sent to the Utility Company to have them grant Permission to Operate so the Customer can start generating electricity.
Business Response
Date: 01/02/2024
ION Solar is now currently pending the Utility Company to provide Permission to Operate for the Customer. The inspections were all approved and this has been sent to the Utility Company to have them grant Permission to Operate so the Customer can start generating electricity.
Business Response
Date: 01/02/2024
ION Solar is now currently pending the Utility Company to provide Permission to Operate for the Customer. The inspections were all approved and this has been sent to the Utility Company to have them grant Permission to Operate so the Customer can start generating electricity.
Business Response
Date: 01/02/2024
ION Solar is now currently pending the Utility Company to provide Permission to Operate for the Customer. The inspections were all approved and this has been sent to the Utility Company to have them grant Permission to Operate so the Customer can start generating electricity.
Customer Answer
Date: 01/02/2024

Complaint: 20903315

I am rejecting this response because: My solar panels are still not active.

Sincerely,

***********************
Business Response
Date: 01/09/2024
ION Solar is maintaining communication with the customer and working towards getting the system activated and the complaint resolved.
Customer Answer
Date: 01/09/2024

Complaint: 20903315

I am rejecting this response because: my solar panels remain inactive.

Sincerely,

***********************
Business Response
Date: 01/15/2024
ION Solar and the Customer have received Permission to Operate from the Utility Company as of 1/12/24. The Customer's system has been turned on and the system is currently producing energy for the home.
Customer Answer
Date: 01/16/2024

Complaint: 20903315

I am rejecting this response because: I am awaiting further communication regarding reimbursement for the months I was without solar power.

Sincerely,

***********************
Business Response
Date: 01/22/2024
ION Solar is still in communication with the customer to work on resolving the complaint.
Customer Answer
Date: 01/22/2024

Complaint: 20903315

I am rejecting this response because: I was informed today that ION feels they are not contractually obligated to provide solar power to their customers.

Sincerely,

***********************
Business Response
Date: 01/24/2024
ION Solar and the customer have discussed the complaint further on 1/22. The system is on and producing energy for the customer's home since Permission to Operate has been approved on 1/12/2024.
Customer Answer
Date: 01/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory, however ION will take no further action to rectify their negligence, so no further action will be expected.

Sincerely,

***********************
Initial Complaint
Date:11/17/2023
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 had to be the ones to remove the solar panels off my roof so the roof could be replaced. When doing so the broke a panel and never told me about it. They also got TAR all over the place and took them 2 months to even come out and look at it. When the roof was done they kept putting it off to come out and reinstall the panels that took almost an extra 2 months to do so. It took them a month to replace the panel that they broke and they say the wont reimburse me for their mess up. I want to be reimbursed for the time down and my electric bill was doubled during this time.
Business Response
Date: 11/28/2023
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.
Customer Answer
Date: 11/28/2023

Complaint: 20886102

I am rejecting this response because: They have promised 300 than went back and denied it all under something that doesnt pertain to what actually happened. I just cant believe that a company would treat there customers so bad. What a joke.

Sincerely,

*********************************
Business Response
Date: 12/04/2023
ION Solar is currently working on providing a resolution to the customer's complaint. We will continue to work with the customer and ensure that a resolution is met.
Customer Answer
Date: 12/06/2023

Complaint: 20886102

I am rejecting this response because:
Im waiting on ION to come up with something
Sincerely,

*********************************
Business Response
Date: 12/07/2023
ION Solar has been in communication with the customer and have provided a resolution to the complaint.
Initial Complaint
Date:11/16/2023
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.
For their mistakes. Do not trust Ion solar with your solar installation needs. The lack of communication, numerous delays, and failure to fulfill promised compensation make them a company to avoid at all costs. The safety hazards and incompetence displayed by their electricians only add to the long list of grievances I have with this company. Stay away from Ion solar if you value your time, money, and peace of mind. NOT ONLY did they pull my loan early when they did nothing with the install, just to keep from an expired loan. An 4-6 week install ended up being almost a year and a half nightmare.
Business Response
Date: 11/20/2023
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.
Initial Complaint
Date:11/12/2023
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.
We had a sales presentation in our home by an Ion Solar representative on 8/2/2023. Based on the terms of benefits of the solar generation system, we decided to move forward. My husband asked if there was a cancellation fee should something go wrong along the way, and the sales representative told us there was NO fee at any point up until Ion scheduled installation. We signed an application/agreement with them, with the understanding that our system would be installed and functional by mid-October. Our process was met with delay after delay in permitting approvals. The only contact I received was by text, some of them beginning with Hey! on an irregular basis. By 11/6/2023 we still had not received all approvals and there was no estimated installation date in sight. I let them know via email I wished to cancel due to the delays. A representative called me the next day and apologized, stating they were supposed to provide weekly updates. They offered $1470 (six months) for us to continue. We declined and he stated that we owed $3500 cancellation fee based on the contract. We did review at that point and he was correct; however, based on the sales representatives statement, we feel that they are clearly and consciously misleading consumers. If we had our system installed on time, then we would have had no issue. However, based on the overdue approvals and the company having no estimate of when the issues would be resolved, we did not feel comfortable that installation would be completed this calendar year and we would miss out on $17000 in tax credits. We feel Ion Solar is not an honest company and does not provide the services they committed to providing, both by the sales representative and the company that backs him. The lack of updates and service during the process was unacceptable and hopefully this will allow others to be informed and avoid making this mistake.
Business Response
Date: 11/14/2023
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. Additionally: In the signed Customer Installation Agreement(CIA) on page 6, the cancelation terms are provided.
CANCELLATION: YOU (OWNER) MAY CANCEL THIS AGREEMENT AT ANY TIME PRIOR TO MIDNIGHT ON THETHIRD (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.
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.
If at any time prior to install there is a change to the System Size or Total System Price, Contractor will affirmatively notify Owner who, at that time, shall have the option to enter into a new agreement setting forth the new System Size and/or Total System Price. If Owner enters into a new agreement prior to install, Owners right to cancel the new agreement shall reset and Owner shall have three (3) days from the date on which Owner executes the new agreement to cancel. The same conditions, terms and cancellation fees as enumerate above will apply to any cancellation of the new agreement
Initial Complaint
Date:11/07/2023
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.
In late September, I reached out to follow up on an quote ION Solar sent me to replace 2 solar panels and do repairs from animal damage. It took them until October 3 to get a new invoice to me, so I could make a payment before they began work. The payment failed by Stripe, their payment service, and I was never notified. I verified my payment info with ION Solar on October 10 and finished the payment. I was told they would contact me to schedule a tech to install my new panels. I never heard back from them. After several phone calls, I was unable to get a hold of their scheduling department. On October 19, I called again to schedule, and the agent told me they would leave a note to have them call me back (they say this every single time). I waited until October 24 and they still hadn't called me back. I was finally able to get a hold of them and schedule a date for them to come out, and the tech completed the work partially on October 27, pending work by an animal control company. On October 30, I tried calling to schedule my followup tech visit, and was told the same thing: they would leave a note. All week, nobody called me back. I called November 7, and was told the same thing again: they would leave a note and I would be put on urgent notice to get back to me. I am still waiting for them to call me back and I'm unsure I will ever be able to get a hold of their support or scheduling teams. It's nearly impossible to talk to anyone at ION Solar. They are negligent to their customers and do not follow up on contacting them. I feel like I'm being held hostage by this company because I need work done on my system, and I'm losing money with my solar system being down for over a week now because I can't talk to them. The customer service team absolutely needs to get their **** together and respond promptly to customer needs.
Business Response
Date: 11/09/2023
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.
Initial Complaint
Date:10/27/2023
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.
Every day this week differ t sales reps have come to the door, rung the door bell and pounded on the door. I’ve answered twice and was presented with disheveled teenagers who were unable to articulate what it was they were selling. They mentioned they worked for Dominion Power, lies, and that they wanted to come in an “scan my power consumption” which is dubious at best. The third “sales person” yelled at me that I didn’t care about money when I asked her to leave. And today, after pounding on my door, this guy tried to open the door. I’m shocked this company is sending this type of person as their public face.
Business Response
Date: 10/30/2023
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 add this individual to our 'no knock' list. The complaint will be sent to our Sales teams and action is being taken internally to refresh this training.
Initial Complaint
Date:10/13/2023
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.
A sales rep from ION Solar named ****** came to our home on 10/2/23 and provided us false information on tax credits for solar panels and what was projected to be our monthly savings based on his review of our PGE bill. He showed us a document showing a tax credit of $9k that would go towards the loan and bring the monthly payment for the panels to $116 a month. He told us based on our average energy bill and what his company knows of sun exposure in my area that we would be paying only a small fee to stay connected to the grid each month and no longer be paying an energy bill. We had been told by other companies that we don't receive enough sun for panels, but ****** assured us that the panels have been upgraded and that their techs will do a great job assessing the condition of our roof and sun exposure. The tech, *****, came out 3 days later and took pictures of our electric panel, attic, and roof but did not speak to us directly. He stated he would return this information to ION, a report would be drawn up, and someone would contact us about the project. This is where everything took a drastic turn for us with ***************** said we need the tech to give the yes/no on solar panels working with our roof and sun and could decide if we wanted to proceed/cancel at that time. But in reality, we would have had to cancel the same day the tech came out since it was day 3 and at that point we didn't have any report from tech (still don't). I then started getting TONS of emails stating permits were requested and PGE was contacted. This is when I reached out multiple times by phone and via text to talk with someone about the tech report on our roof and to clear up some discrepancies we discovered in tax credit info we found ($5k less than ******** #). No one answered me and the emails continued to flow about the project. Never a response from ******. Today we were told we have to pay $1500 to cancel. This is devastating to us financially and we had no idea about it.
Business Response
Date: 10/17/2023
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.

Initial Complaint

Date:10/06/2023

Type:Service or Repair Issues

Status:

Answered

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 solar panels and have not finished the job that they said they would. They were supposed to paint the conduit on our house to match. It was one of the things that the promotional material they showed us said set them apart from their competitors. In addition to them not finishing the job they were supposed to do, when my wife contacted them about why the panels they installed would only provide for a percentage of our usage she was basically told by the customer service representative to kick rocks and that that was the way it was and if we wanted 100% we would have to buy more panels. I don't know about you, but why would I have something installed that wasn't going to do 100% of what it was supposed to do. Despite me asked directly to the sales person several times if this was going to cover our usage and being told yes except in extreme use cases. Then after everything is installed we find out that the system was *designed* to not cover all of our use it feels very much like they were lying to us to get us to sign the contract and now that we can't back out they are s******* us over. Oh and also to top it all off they waited until after all of this to inform us that "oh by the way, Xcel is going to charge you $15/month just for having these panels". So not only do they not cover all of our usage, now we are paying more than we were before monthly for the same amount of electricity. At NO POINT did either Xcel or Ion tell us about this charge (not Xcel's fault they weren't really involved so you'd think the onus would fall on *** to tell their customers hey this charge is a thing). The entire point of getting solar panels was to at the very *least* have the same bill as we would from Xcel. Not pay more. And this was stated many many times to their sales representative.

Business Response

Date: 10/10/2023

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.

Customer Answer

Date: 10/15/2023

Complaint: 20705737

I am rejecting this response because:
They sent one text message then spent the rest of the week dodging us. Still haven't spoken to them or had any interaction other than being sent a bill for the solar panels that, to my knowledge still aren't working and the conduit still hasn't been painted, meaning the job we hired them for still isn't done. Still no explanation for why the panels are designed to not cover our usage or why they never told us about the extra charges from Xcel.
Sincerely,

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

Business Response

Date: 10/18/2023

ION Solar reached out to the customer on 10/10 and were not able to get ahold of the customer, so a text was sent. The customer did respond and we established a phone call for 10/11 and when we called out, we were unable to reach them. The customer did return our phone call when we were out of office. Unfortunately, we were not able to speak to the customer due to being out of the office the next day, but we were able to establish another phone call for this week with the customer.

Customer Answer

Date: 10/27/2023

Complaint: 20705737

I am rejecting this response because:

They still haven't finished the job. Conduit still hasn't been painted, and thry still haven't explained why the panels don't produce as much as they said they would. Getting really frustrated with being put off and ignored with zero interest on their part of rectifying it.

Sincerely,

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

Business Response

Date: 10/31/2023

ION Solar was out to complete the conduit painting on 10/30. We are continuing to work with the customer to resolve this complaint. Per the Customer Installation Agreement, the numbers we do provide are good faith estimates.

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. Owner acknowledges and understands that Contractor is not and cannot make any guarantees whatsoever with regard to the actual production or usage of the Solar System or any offsets to be realized as a result thereof and that under no circumstances will Owner request (or Contractor be obligated to pay for) any expected utility bill offset (or any other offset of any kind) not actually realized or earned. Additionally, Owner acknowledges that solar system equipment generally experiences an average annual degradation in production of approximately .05% per year (sometimes more and sometimes less depending on how fast the equipment and components age, etc.) for which Contractor is not responsible or liable. Against the backdrop of all of the foregoing, Owner hereby knowingly and unconditionally waives and releases any and all claims Owner may have against Contractor (or any of Contractors agents) that in any way arise from or relate to any estimates provided to Owner and/or to the System Information and specifications set forth in this Agreement, including but not limited to system size, estimated production, estimated savings, estimates offsets, projected use, or annual degradation, etc.

Initial Complaint
Date:10/03/2023
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.
Back in 2018 I accepted Ion Solar's proposal to install a Solar Panels system at my home. Such proposal offered to produce enough energy from the Panels to offset 94% of my energy needs and therefore my monthly bills using panels they claimed to be of the latest technology available.The system never produced enough energy to offset 94% of my monthly bills and the reason why became clear when in October of 2021 the system completely stopped functioning. *** never monitored the system nor notified me of this issue.Once I realized that the system was not working, I reported it to Ion. It took a year for them to agree that it was their responsibility to fix the issue but in the process they tried to charge me close to $10,000 dollars to "lift mounting rails" if I wanted the entire system lifted as part of the fixing process, even though by October of 2022, after three different crews had arrived to the same diagnostic, that a completely incorrect installation had been done since 2018, *** knew they were the ones who caused the system to completely fail. To add to their misleading and shady business practices, the last crew that came to diagnose the issue confirmed for me that *** had been lying about the "mounting rails" because such rails, which should have been installed as part of what they charged me in 2018, were never installed, therefore making the solar panels system different than the product they offered me and charged 29K for.In Feb. of 2023 a crew came to reinstall the entire system and said everything was correctly done this time. It was a lie again, because the system worked only for a few days and broke again, stopping production 100%. Last technician that came re-started it and I kept monitoring production, only to find out that the system is under producing to the point that I paid more than ****** bills a month for all summer months.I need Ion to provide an actual fix within the next few days and reimburse me for two years of lost energy production
Business Response
Date: 10/05/2023
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.
Initial Complaint
Date:10/02/2023
Type:Customer Service 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.
We have a no soliciting sign and two different individuals three times today have rang and then pounded on our door. One Ion employee is on our camera stating he is with OGE yet he is clearly trying to sell solar panels. In ******** it is punishable with a fine to solicit from anyone who clearly has a sign posted. Ours is bright red on our door. We have both employees on camera and intend to file a claim with the courts if they continue the harassment.
Business Response
Date: 10/03/2023
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 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.
Customer Answer
Date: 10/03/2023

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,

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

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