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.
- 106 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/19/2022
Type: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 had Ion come and install solar panels at my house and because we had only been in the house less than 6 months they went off of the house square footage and not the previous 12 months of electrical bills. Install and inspections went quickly and without any issues. Here I am a little over 2 years later and Im still getting electric bills that are double and as high as quadrupled since getting solar. I told the sales rep when signing up that my power company offered budget billing and that I paid $40 a month for electric. He said with solar I can have that eliminated with the exception of the $8.20 fee per month for storing my power my system produces. I contacted several times about this and was told I need more panels. I currently have 19 panels and one representative told me I needed to about ***** more panels, this is for a **** soft home with a swamp cooler. My most recent conversation with ****** resulting in them saying theyre going to take punitive action against the sales rep but that there was nothing they could do for me. I was told the system they came up with for my house is producing what was estimated and if I wanted more panels I would have to buy them outright. Never did they take into consideration the number of occupants in the home just a blanket estimate. Now I am on the hook for $25k and spending at least $200+ a month between electric and solar loan. When I asked how they could ethically do this ****** responded with thats why we are talking punitive action on the sales rep, but Im not entitled to be helped out. I would think the least they could do is either add more panels at their cost. At this point Id rather them come get their equipment and get the loan forgiven.
Business Response
Date: 10/19/2022
We want to help and will have someone reach out today.Initial Complaint
Date:10/18/2022
Type: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.
They put Solar panels on my roof and put a critter guard around to keep pests ( birds squirrels and such) out from making nests. The critter guard was breached and now I have pigeons nesting under my panels. They will not remove the birds or nest, but instead are telling me to call an outside source and have them remove them at my cost. They guaranteed that I wouldnt have any issues as long as it was installed by them. Now their refusing to remedy the problem and I am concerned for my roof and the damage as a result of their negligence.Business Response
Date: 10/19/2022
We will reach out today to help.Initial Complaint
Date:10/14/2022
Type: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, sold me a system and stated that i would only pay $12.00 a month and no more bills from NV Energy, now after the first full billing cycle with it up and running i received a bill from NV energy for $200. so they under sized my system and yet again dropped the ball with this whole process.They said that they would conduct a review of the bill and get back to me in 4 to 5 business days and i have heard nothing. they don't seam to have a concept of customer service.Business Response
Date: 10/17/2022
We are concerned about this and will have someone reach out today.Customer Answer
Date: 10/18/2022
Complaint: 18226471
I am rejecting this response because:They are not stepping up and admitting the false claims/deception by the sales person
Sincerely,
*********************Business Response
Date: 10/20/2022
Ion Solar is performing additional investigations for the customer and will reach out today.Customer Answer
Date: 10/25/2022
Complaint: 18226471
I am rejecting this response because: As yet they have not paid compensation
Sincerely,
*********************Business Response
Date: 10/27/2022
We have come to a resolution with the customer.Customer Answer
Date: 10/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:10/05/2022
Type: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 occasionally tries to get out of the 15 year maintenance guaranty in my contract. Several years ago after filing a BBB complaint, the then VP Eric r*** gave me his cell number so I could contact him directly to avoid this issue. He has now left the company and now an employee named Sunney L**** is once again denying my guarantee and refuses to put me in touch with Eric R***'s replacement or any upper management. She said she would have her manager call last week and that has not happened. On several occasions she tried to trick me into giving up my guarantee by offering to pay for labor one more time if I agreed to that being the last time.Business Response
Date: 10/06/2022
We want to resolve this as well. We will look into this and someone will reach out today.Business Response
Date: 11/16/2022
Ion Solar is not contractually obligated to meet the demands of the client. However, in an effort to resolve this complaint, Ion Solar is willing to propose: covering the cost for one final service but the client would have to sign a release agreement saying no further services will be covered by Ion Solar after the final service. The form of the release would have to be approved by ION prior to performing the requested service.Customer Answer
Date: 11/30/2022
Complaint: ********
I am rejecting this response because:You are obligated and have been honoring the obligation since 2017. You said you would honor the obligation if you had a crew in the area but you don't and so it is too expensive. Cost does not release you from your obligation.
Sincerely,
****** *****
Initial Complaint
Date:10/04/2022
Type: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 came to our door and gave us a proposal. We are genuinely interested in solar but after they performed a site-walk and told us about upgrades we would need to our electrical system in order to complete the work. We decided not to proceed. Now they are threatening to issue a cancellation fee of up to $1200. We were verbally assured several times that we could back out at anytime without penalty.Business Response
Date: 10/05/2022
We are concerned about this as well. Someone will reach out today.Customer Answer
Date: 10/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:10/03/2022
Type: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.
Once my solar installation was finished with IonSolar they provided an account for *********.com.The website requires the solar system to be linked to the account in order for the production to be reported. I followed the instruction on the ********* website to link the account and I received the error, "You do not have ********** to grant ****** to any systems." I contacted Enphase to figure out why I could not grant ********** to link the system to ********* and Enphase reported the system owner was IonSolar.I contacted IonSolar to get assistance with linking my account on the email addresses they were very responsive on prior to the install being finished with no replies back."*************************************""*************************************""*******************************"After no replies on those emails above I have called them at least 40 times at the very minimum at different times of the day. Each time they will forward me to their, "**** department" which is a number that goes to voicemail. I left many voicemails. Even when calling back after having the number going to voicemail and I explain the situation of, "I have called once a day for the last month." They do not seem empathetic at all, or offer any route towards resolution.Id try reaching out for a week, give up, remember a month later to try again, rinse and repeat. It has been just about a year now and leaving a review is the only thing I can think of at this point.I have no basis other than my system still being owned by IonSolar according to Enphase. But it wouldn't be hard to imagine IonSolar is making money off the renewable energy credits on systems they install. When I brought up the **** situation to coworkers who also have systems installed by Ion they were not even familiar with the renewable energy credits. I am curious who is claiming their credits?Business Response
Date: 10/03/2022
We want to provide assistance and find a resolution as soon as possible. Someone will reach out today.Initial Complaint
Date:09/28/2022
Type: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.
The ion solar sales guy came to my door. I explained I was not the owner of the house but it was my stepdad. He called someone on his walkie said it would not be a problem. Another guy came the next day I again explained the home owner situation, they said they might need to fill out some paperwork and a quick deed may be needed he'd let me know. We filled out all the paperwork. Didn't hear anything back until my inspection date. The inspector came out and did his inspection again told him I am not the owner. He said he'd pass it along. I get a phone call and a flurry of texts saying I need the home owner to put my name on the deed and we need to prove I am the owner. So again I explained I am not the owner and they never sent me the information I needed and it seems like we should go through with a cancel. They tell me there is a $1200 cancel fee. For what? They messed up didn't get me the information I needed to get to the home owner. They cannot install solar panels on a roof that they do not have permission to install on. It seems like this company is a scam to get money out of people for being forced to cancel from errors they make.Business Response
Date: 09/29/2022
We will be reaching out to this customer today to discuss their concerns and find a resolution for them.Customer Answer
Date: 10/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:09/20/2022
Type: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 had a complaint I cant respond to & was closed Have been contacted no resolution yet.They have blatantly ripped me off.. I voluntarily gave them a work up a solar competitor did.They had a work up on the system from a competing company The competition stated the house needed 35 panels Ion beat the quote by building a inferior system with only 23 panels.After my 1ST complaint they installed 3 more panels & baited me into sighing a agreement, and brainly knowing this would NOT solve my issue.This was done to get me off there back till next summer. Read there reviews they all say similar complaints.This company needs to be fined in some kind of way.Re: ID # ********- **********************Business Response
Date: 09/20/2022
We will reach out and address these concerns today.Customer Answer
Date: 09/23/2022
Complaint: 18049241
I am rejecting this response because: contact is not going solve i want the system fixed properly
Sincerely,
*****************************Business Response
Date: 09/29/2022
We are reviewing documentations for the client about this issue and are working towards a resolution.Initial Complaint
Date:09/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The ION Solar rep ******** me that the energy provider offered a roll-over credit and that I would receive a smart thermostat and 30 LED bulbs. I also received texts from the project manager stating the same thing I had the panels installed and when I went to switch over to the company I was told about, the company had no idea about a roll-over. I found out even after notifying the ION Solar rep, they were still advertising the roll-over. I ended going with the best option I could find, but now I have an electric bill and a bill for the panels. Also, I never received the bulbs nor the thermostat. I ******** both the sales rep and the project manager who both said it is on the way, but it never arrived. I received my permission to operate in June 2022, so the project is complete, I'm stuck having to pay for panels that don't produce the energy promised to eliminate my bill, the company I was told about does not do roll-over as advertised, and I didn't get a smart thermostat and LED bulbs. When I messaged again about the thermostat and bulbs, the project manager no longer responded. I didn't appreciate the lies of this company.Business Response
Date: 09/19/2022
We will look into these concerns and have someone reach out today.Initial Complaint
Date:09/15/2022
Type: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.
During a grid power outage, solar inverters shut down to prevent back-feeding current into the grid which could result in electrocution during a line repair by WOE. My back-up system is connected to my home through a ********* (recommended by WOE) isolation switch which prevents my generator from back-feeding into the grid. This ********* system was installed by a licensed electrician with the help of a WOE employee because my power had to be shut off during install.so far so good.We have contracted with ION Solar to install a 2.5Kwr system on our roof. Unless some type of isolation switch is installed between back-up power and solar inverters, connection of a back-up generator can fool the solar inverters into thinking the grid has come back on and will begin producing power. That power will want to feed the grid but it cant because of the ********* preventing the back-feed. This leads to a back-feed into the auxiliary generator. I have heard a few theories of what the results of this might be, none of them are desirable. Anything from a quiet destruction of the generator to a house fire, depending on the conditions.1.When I was first approached by ION Solar, I made it very clear that I had a back-up system and was assured that theyre engineers would custom tailor a system around my needs as I would not install solar if it meant I would have no provision for back-up. 2.The second time I pointed out my concern was during IONs sight inspection and the technician made a point of taking photos of the ********* adaptor installed between the power meter and the house. 3.The third time I voiced my concern was to Gar, our project manager from ION Solar, who assured me that because of IONs superior due diligence I had nothing to worry about. After contract was signed, after being told it was ***'s responsibility to have seen that, I was charged an extra $700 to overcome the above wiring situation.Business Response
Date: 09/16/2022
We are concerned about this and are eager to help. Someone will reach out today.Customer Answer
Date: 09/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have yet to be notified of a solution. As of 9/19....no resolution.
Sincerely,
*************************
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