Complaints

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

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ION Solar, LLC has 7 locations, listed below.

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• 

  ION Solar, LLC

  44 E 800 N Orem, UT 84057-3905

  
• 

  ION Solar

  12702 Toepperwein Rd Ste 230 Live Oak, TX 78233

• 

  ION Solar

  9111 Jollyville Rd Ste 104 Austin, TX 78759

• 

  ION Solar

  359 CR 202 #4 Kyle, TX 78640

• 

  ION Solar, LLC - Virginia

  2697 International Pkwy Virginia Beach, VA 23452

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:08/22/2022

  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.

  During my initial conversation with the representative from Ion solar, I was told that 100% of my energy would come from solar production and I would not receive any more electricity bills. After a few weeks I noticed that the panels were only producing ***** kWh a day. I call and spoke to a representative in customer service and he informed me that my system was designed to only support a little over ***** kWh a year. I told the the customer service representative what was discussed between the sails rep and I, and he told me I need to speak to the sales rep that came to my home about the situation. I had previously reached out to the rep. to discuss my concerns, but he did not call me back. Since then I have received a bill for $128 from dominion electric company, which means I am now pay 2 energy bills (over $200 a month). I also looked back at my documents and they are not what I agreed to, and the reps information is gone from the contact page on the app. My home is ***** sqft, the rep. looked at my usage history which is over ***** kWh a month; your rep purposely designed an inefficient system to gain my business and to keep me from going with another solar company. I have also asked customer service to send me the tax information, no one has sent it yet.

  

  Business Response

  Date: 08/23/2022

  We are very concerned about this and want to help. Someone will reach out today.

  Customer Answer

  Date: 08/24/2022

   
  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:08/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The problem is that they said they were going to refund me 10,500$ but they did Not and they have returned it to other people, also the solar panels are not producing like they said it was and now we have to Pay double of everything. I feel like ive gotten scammed.

  

  Business Response

  Date: 08/22/2022

  We are concerned about this as well and someone will reach out to you today.

• Initial Complaint

  Date:08/15/2022

  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.

  Signed a contract with Ion Solar for installation of solar panels for our home, and paid 50% of the price cash up front. 5-7 days later, due to a family emergency we called the area manager to cancel our contract, that we were in phase one, and how would we go about getting our refund because ION had already taken our payment. She said she would be able to submit the cancellation, but we would have to call the Sales ******** told us that the cancellation fee would be waived since we are still in phase one and no work has been done yet, and that we would be receiving a call from corporate within a couple of days. That was on 1 Aug. On Thursday, 11 August 2022 at ****, we messaged the Sales Rep asking about the status of the cancellation and refund. We were told that he was going to check on the status "right now" and we did not receive a call back or update until we messaged him again at **** on that same day. Today, 15 August 2022 my wife called the main office in **** and was told that they would get ahold of the Area Manager and that she would get back to us with the status. We have been trying to get our refund of $16,906.00 for two weeks and the company is giving us the runaround.

  

  Business Response

  Date: 08/16/2022

  A manager will review this asap to get this resolved.

• Initial Complaint

  Date:08/09/2022

  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.

  The solar project was started back in March with collecting information to start the process in obtaining solar and obtaining clearance from the city to begin. The first actual visit was scheduled for 3/25/2022 for a sire survey which required someone to be home. The survey was complete and we received a draft layout of the panels on 4/8/2022 which then was submitted to the city for approval. Then instillation day comes which was scheduled for 6/7/2022 which required me to take time off of work (lost wages). Instillation was scheduled for morning install ****am, no one showed up so I placed a call to the project coordinator who stated that the was a "priority" job that pushed our home to the afternoon, Then waited for the afternoon, again nobody showed up. Called project coordinator again who states they will come after the current house they were at. Again, no one showed up all day. With no apology from Ion and no explanation. Weeks go by waiting to reschedule the install, with a text message on 7/1/2022 to do an install the next day. This did not work for us so the next Saturday that was available was 7/9/2022 for an installation time of ****am. On the day of install, the team calls when they are 5 minutes out to let us know they do not have an electrician to finish the job but they can place the panels and Ion will have the electrician come out in a few days to finish. A few days pass after the panels were installed and no sign to schedule the electrician. Finally the electrician was scheduled for 7/19/2022 from 2-4pm which required more missed work. The job was not finished on this date and needed the team to come out again to do the inside wiring which required more time off. Now, the inspection was scheduled with the city for 8/11/2022. received a message today stating there has been a scheduling error and the inspection is pushed to 8/18. The lack of professionalism and the ability to complete a job sufficiently is unacceptable. I no longer want this service

  

  Business Response

  Date: 08/12/2022

  We will have a manager reach out asap to discuss your frustrations and make sure this is resolved. 

• Initial Complaint

  Date:08/03/2022

  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.

  The city approved the install and signed off on July7, 2022, because of another complaint i had against them they held submitting my paper work to NV Energy till Monday July 18th, 2022. NV Energy sent an email to me and them that the paperwork was not filed correctly.This morning at like 6:45am they called me to say that NV Energy had made the mistake in the paper work, i asked why they sat on the paper work when filling it to NV energy had nothing to do with the other complaint. it now looks like it wont be turned on any time soon thus, i will incur both a NV energy **** and the solar payment next month of potentially $600.00, just because they sat on filling my paper work.Poor management under **** and his team and very poor customer service.

  

  Business Response

  Date: 08/09/2022

  We will address this with this customer. 

  Customer Answer

  Date: 08/09/2022

   
  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:07/21/2022

  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 makes the second BBB complaint against ION Solar. The first was getting them to acknowledge responsibility to fix a roof leak. *** finally accepted responsibility for lifting the solar panels off the roof and repairing the roof. It remains to be seen if the inside will be fixed. I'm told a contractor will be here to fix it on 5 August . The company hired to lift and replace the panels has basically abandoned the job (the roof was replaced). I have informed ION Solar of this several times. I'm not looking for an excuse. I want the job to be completed. The attached pictures show where the company assigned left everything in the yard and the roof. It has been there for months and without panels, my energy bill is $400+ a month.

  

  Business Response

  Date: 07/25/2022

  So sorry this is taking so long.  We are all waiting on a third party contractor to keep their obligation. We are following up with them. 

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17598902
  
  I am rejecting this response because:
  This has been their response for the last month+.  I want to know specifically what they are waiting on.  Why are they having to wait.  If the vendor can not provide the service why are they not moving to a vendor who can provide the service.  Why are they not threatening to *** the third vendor if theyve been paid.  *** provided a blow off response. Thats unacceptable.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/28/2022

  We are also frustrated by the third party's delays.  This has been escalated to visibility of upper management to discuss an action plan. 

  Customer Answer

  Date: 07/30/2022

   
  Complaint: 17598902
  
  I am rejecting this response because:

  ION is not giving details.  I was contacted by ****  They said they were delivering the part and it should be here by next week, but then I get this response from BBB.  The following questions require answers:

   

  What was the part ordered, and what is the shipping tracking number?

   

  What is the name of the 3rd party contracting company replacing Solorize? When will they show up?

   

  ION charged me $360 in order to get the entire ceiling done instead of just the part they were responsible for.  I agreed to pay.  On Thursday, 28 July, a guy from ******** Service showed up at the house with a can of spray stain blocker to do the job.  Are you kidding me?  I want to know what ION is going to do about the ceiling.

   

  I would like individual answers to these questions, not some blanket statement.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/16/2022

  We feel we have a good solution with the third party to get this service completed. 

• Initial Complaint

  Date:07/20/2022

  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.

  Have several issues with the installation process. Was told it would be completed by April. It is now July and I am Still waiting. They left my laundry room trashed , I had an appointment scheduled and no one showed up or has contacted me with a update. Additionally , I was told my first bill would be two months after my service was turned on, but I have already received several emails and calls asking me to pay now despite everything being inactive. I have contacted my coordinator several times and I havent received a response or solution. I have contacted other departments to which ** told to deal with it thats how the process goes I advise no one to use this company.

  

  Business Response

  Date: 07/21/2022

  Someone will reach out asap to discuss the status of completion and payment concerns. 

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17596465
  
  I am rejecting this response because: 

  This job is now months behind schedule and I am being asked to pay for something inoperable, to which no solution has been made.  I was asked to use my veteran's refund to begin paying for the inoperable panels.  Additionally, no one has contacted me for scheduling to complete the job.  Lastly, the lack of installation and scheduling competency has lead me to miss out of having the solar panels inoperable during the majority of the summer season. This is important for producing energy.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/27/2022

  A manager will reach out today to make sure this is resolved fairly. 

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17596465
  
  I am rejecting this response because:
  

  Still unresolved.  Panels still inoperable. A manager was supposed to reach out to me this week and that did not happen. Additionally, my project coordinator has not communicated with me in approximately two weeks and I have not been given any updates. 

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/16/2022

  We will escalate this to the highest level to make sure this is resolved.

• Initial Complaint

  Date:07/13/2022

  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.

  Ios Solar is very motivated to get your project started and to start charging the customer for the panels, but they're not about anything when it comes to following through and finishing your project. My project made it to the city inspection and was failed so Ion sent another guy out to my house two weeks later who had no idea why he was there. He didn't have any of the gear he needed to get the job done so he left without doing anything and told me I would have to re-schedule another appointment. That was 6/17/22. Today is 7/13/22 and I'm still fighting with this garbage company to get someon out to install the electrical box correctly so the city can fail the inspection again and I can keep on doing this forever like most of the other Ion customers that left reviews here.

  

  Business Response

  Date: 07/14/2022

  We are very sorry this has not been handled very well. We will have a manager give special attention to this project today. 

• Initial Complaint

  Date:07/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About 2 years ago I signed up to have solar panels installed on my roof. At the time I signed up I was told that I would no longer receive a **** from CPS because the solar panels would produce enough energy for my home. I was told that MAYBE during the hottest months in the summer I may receive a **** from CPS for 30 to 40 dollars. I was also told that I would receive a tax credit of $7611.00. I have only received MAYBE $1500.00 of that tax credit. For that reason my payments have gone from $127.00 to $175.00. These panels have NEVER worked properly and I am still receiving high electric bills from CPS. Ive had ION Solar come and check out the panels and have been told that they are running at 123%. The last time they came out and checked, I was told that the panels have not given them a reading since September of last year. In other words it somehow disconnected from my WiFi. My daughter tried to reconnect the panels and got all but one to reconnected. Only one panel would not reconnect. I contacted ION Solar again and they told me that they could come out and check the one panel out but their service fee would cost me $250.00. I am 65 years old, elderly, disabled and on a fixed income. I feel like I was lied to and betrayed by this solar company from the beginning. Nothing has worked properly since I got this system. And now they want to charge me $250.00 for something that never worked like they said it would. Between the payment to ION and my bills from CPS, Im paying between $400.00 and $500.00 every month for electricity. My last CPS **** was $251.00. My next door neighbor has told me that theyve been having the same problem with their solar company. So how is having solar panels helping anybody? Any help you could give me regarding this situation would be greatly appreciated. I spoke to ION and theyre telling me that its a CPS issue. I spoke to CPS and theyre telling that its the solar companies issue. Please help if you can.

  

  Business Response

  Date: 07/22/2022

  A manager will reach out to review the system and the bills and make sure this is handled fairly. 

• Initial Complaint

  Date:07/06/2022

  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 Installed by ION and it was a horrible experience. They came to our home, asked a few questions and told us it would take X number of panels to cover the electricity usage so we decided to install solar. The install process was slow and after a couple months of it being operational we realized it was not even covering 1/2 the power used. Contacted ION and after months of run around was told they needed 6 Months worth of data to see if I was correct. I also received and email from them stating that they would cover the cost of add on to system. After the 6 months I sent them copied of the electric usage. They come back and say we need to add additional panels and I would have to pay for them Well the process to install the add on was horrible. They installed the panels and then said they had to wait for approval from County. I explained to them this was an add on and the county did not have to do inspection on the original panel installs and did not need to now. They ignored me and waited and confirmed they did not need approval. Then stated now it is sent over to electric company to install new meter. I once again explained to them this is an ADD ON system and they already installed the meter. Waited 2 weeks and **************** showed up to install meter and seen they did not need to. Next get email stating all was completed and instructions on how to turn on system. I just spent over 60K they can send someone out to turn it on and verify all is working. Now their app to monitor the system was still only showing the Original panels and none of the add on panels. I tried getting with the project manager but he would not respond to calls or texts. After several call with ION and 6 weeks later they finally got the app to show all panels and actual electricity generation

  

  Business Response

  Date: 07/06/2022

  We will reach out to discuss your experience and find an agreeable resolution.