ComplaintsforIon Solar, LLC

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are under contract with Ion Solar to have solar installed. We have gone through the entire planning process including site inspection, design, etc. The solar was supposed to have been installed a week and two days ago. When the installation team came, they said they could not install because we had a metal roof on half the house. Apparently this had been identified by the site inspection team (and we told them this fact), but they did not account for that during the design. Since the inspection team left without having installed the solar panels, Ion has not called us. When we try to reach their customer service, most of the time we are on hold for an hour or more. They have yet to call back on their behalf. We did finally reach a customer service person at one point, who looked into it and mentioned that they were trying to get a quote for reroofing the house, or at least the portion that is currently metal. That is something they should have identified during the site inspection, but did not and is an extra expense we have not anticipated. At this point, they are not calling us or getting in touch with us and we cannot reach their customer service for resolution.

  

  Business response

  08/22/2024

  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 able to make contact with the Customer about their complaint and determined a resolution to assist with the replacement of the roof to allow solar to be installed.

  Customer response

  08/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ion Solar installed solar panels at my residence in September 2022. We had issues with leaks into our upstairs bedroom ceiling in December 2022 which at that time *** sent out a representative who couldn't find the leak at which time we asked for a supervisor to come out and they found the holes that the install team incorrectly put in our roof while installing.......they supposedly patched up the holes correctly. Everything was good until May 2024 when the ceiling in the same bedroom began leaking again and ION sent someone out and once again it was stated that they couldn't find leak and maybe it was AC condensation which is absurd since after every heavy rain the ceiling leaks......that is not AC condensation. The General Manager named ***** contacted me last week and stated he would personally come out Thursday(yesterday) to inspect and get a team out to fix roof. He no showed and failed to communicate with me when I reached out asking when *** was going to show up......no response. This is by far the most unprofessional company I have ever encountered in regards to backing up their products and the work their employees perform. My house is less than 5 years old with no prior issues with leaking of any sort until I allowed ION to install their solar panels. I want my roof completely fixed where I don't have any further leaks in the ceiling of this bedroom. I will attach pics from last week of the ceiling.

  

  Business response

  08/09/2024

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ********************** has made contact with the Customer to work on resolving the issue. We scheduled for an appointment to take place today, 8/9/2024. After the appointment, it was determined that we will be scheduling a crew to return and reseal the area within the next couple of weeks.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My interaction with this company began easily enough with a door to door sales person. It was confusing as to what they were selling, but I deduced that it was solar panels. I stated that I was not interested. The guy ignored me and went on to tell me about PGE and my rates going up, etc, and he asked if he could DROP something off the next day with more information. I told him fine. That was 2 months ago and this company will not stop contacting me, calling me, and coming to my home. The information I was told would be dropped off, was not information at all. It was intended to be a complete sales pitch, which I was not interested in. I told the two gentleman that arrived the next day, and the one gentleman that came a week later, then the one that came two weeks later, and then the one that came into my yard while I was unloading groceries, that I was NOT interested. I took a business card and told them I would call if I ever changed my mind. In addition to these people continually coming to my home, I receive 1-2 phone calls a day from this company. DAILY. These calls are highly deceptive, the caller does NOT immediately identify themselves, they state that they work with PGE (my power company). This is not true. Today the caller wanted to discuss the smart meter they had put on my house!! Again, this is NOT true. I have asked them to stop calling, I have told them they are harassing me and I can not shake this company. STAGE 5 *******. I am at my wits end and considering filing a police report.

  

  Business response

  08/02/2024

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will add this individual to our 'No Contact' list. ION Solar has trained our Sales Representatives to respect a homeowner's request to no longer be contacted and action is being taken internally to refresh this training.
  
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Company is harassing me.Non-Stop calls all hours of the day.

  

  Business response

  07/30/2024

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will add this individual to our 'No Contact' list. ION Solar has trained our Sales Representatives to respect requests for no further contact and action is being taken internally to refresh this training.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I responded to an ad about installing solar power to my house. On May 30 I met with a representative from Zion Solar in ******** ******. I decided to proceed and a deal was made. Ion Solar inspected the house, determined it fit the criteria and installed the solar panels and got the house ready. Since then, there has been almost no communication with them though I have tried. I am not actually connected to electric company ***************** ***** and I cant get anyone from Ion even talk to me let alone move the project to completion. Im at my wits end. Can you help?

  

  Business response

  07/29/2024

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ********************** has made contact with the Customer about the complaint. We are currently working on retrieving the remaining City documents to have the inspection take place.

  Customer response

  07/30/2024

   
  Complaint: 22039310
  
  I am rejecting this response because:
  Its too early to know if they will follow up with the task. Im very hopeful however.  And they will be dealing with the city. Fingers crossed. 
  Sincerely,
  
  *******************

  

  Business response

  08/06/2024

  ION Solar has been in communication with the customer, providing updates about the project and the next steps. The customer has an inspection scheduled with the City for 8/7. Once the inspections have been approved, we will provide the results the Utility Company to obtain Permission to Operate and be able to have the system turned on and producing.

  Customer response

  08/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  

  Business response

  07/19/2024

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will add this individual to our 'no call' list. ION Solar has trained our Sales Representatives to respect a Homeowner's request for no further contact and action is being taken internally to refresh this training.

  Customer response

  07/19/2024

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

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased extensive solar panels from ION less than a year ago. They allegedly were supposed to keep an eye on them and let us know if there are any problems (the panels are connected to wifi and ION has access). There are also several warranties, all of which are more than the 8 months or so we've had them. Meanwhile, we discovered the problem ourself, and have been trying to get a hold of someone to help. They are not responsive and bounce us around to different departments. They even gave us the phone number of an ex-employee at some point, as if they were supposed to help. Meanwhile they are costing us a fortune as we have to supplement with the power company during the hottest month of the year (in ********* where there have been record heat waves). They failed to do their job in monitoring our system. They failed to respond to us when we reached out for help. The product itself has failed less than a year after install. Unacceptable on all counts.

  

  Business response

  07/22/2024

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints. We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. *** provides the customer with the Enphase application to monitor their system; ION does not actively monitor our customer's ********************** systems. If there ever is any issue with the system, it is the Customer's responsibility to inform *** so that further assistance can be provided. *** is in contact with the Customer and they have been scheduled for 7/29/24. ION Solar will investigate the issue with being able to get in contact with our support for further assistance. Additionally, in the signed Customer Installation Agreement(CIA) on page 6:
  
  OWNER AND CONTRACTOR RESPONSIBILITIES AFTER INSTALLATION
   Once installation of the Solar System is complete (which for purposes of this Agreement shall mean fully installed and ready to flip the switch), all of Contractors duties and obligations under this Agreement shall be considered delivered, fulfilled and completed with Contractor having no further obligations to Owner whatsoever except as expressly set forth in the Limited Warranty, a copy of which is attached to this Agreement as Exhibit A. To avoid any confusion and without in any way limiting the foregoing, Owner acknowledges that once installation is complete, Owner (and not Contractor) shall be responsible for any future/ongoing monitoring and maintenance of the Solar System. Contractor does not offer any ongoing services except as expressly set forth in Exhibit A.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I executed an installation agreement with ion solar on 10 July 2024 for name and address below:************************* ************************************************************** ***** After some research I found better pricing with another company and many unhappy Ion Solar customer. I have 3 days after execution on contract to cancel. I have contacted Ion Solar numerous times today at ************. Every time that someone picks up and I request a cancellation, they put me on hold and no one ever comes back to the phone. I was on hold for 15, 22, and 10 minutes before I hung up. I have also sent an email to the company and contacted my sales rep, all to no avail. Please help.

  

  Business response

  07/16/2024

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ********************** has received the customer's cancellation request and it is currently being processed. We provide our Customers the procedure to cancel in their Customer Installation Agreement. Additionally, in the signed Customer Installation Agreement(CIA) on page 7:

  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 *** design has been completed - $1,000; and (iv) after permit application has been submitted - $2,000. In addition to these cancellation fees, Owner shall be responsible for (i) any and all costs incurred by a third -party in preparation for the installation of solar and (ii) any third-party financing/loan agreements. If Owner requests to cancel more than three (3) business days after the Effective Date of this Agreement in order to enter into a solar agreement with a separate company, Owner shall pay to Company a cancellation fee of $3,500.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

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

  

  Business response

  07/11/2024

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will add this individual to our No Contact list. ION Solar has trained our Sales Representatives to respect 'no soliciting' signs and action is being taken internally to refresh this training.

  Customer response

  07/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  06/24/2024

  Thank you for sending this complaint over to **. ION Solar is committed to addressing our customer's complaints. We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. ********************** has made contact with the customer regarding the complaint and have come to a resolution. ION Solar will be cancelling the Customer's project at this time.

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