ION Solar

We bought panels and went into service with Ion Solar on March 22, 2024. We paid for a 4,200 Watt system including 10 panels. We discussed that our roof would require replacement imminently, preferably in the next two to three months and that we were not interested in having to go through hurdles or extra costs to remove and replace the panels shortly after having them installed. We would rather wait, or go with a different company if this was not included. Our rep, McCallum Smith reassured us that this would be included and should not be a dealbreaker. Ion has not honored the lift and replace that was agreed-upon. After repeated calls and escalations, we have been told that a lift and replace would need to be listed in the contract and that they rarely do that, although we were told that it was Ion's policy. We received a quote on June 18th, 2024, asking for $3,990 to remove the panels we just had installed two months prior. The rep, McCallum, who told us to call him if any issues arose, has since been fired from Ion. His manager let me know that she does not even have jurisdiction in Texas and was unaware of him offering that. It was the only reason we signed when we did, or with Ion at all. The 'extras', which we were told the 'lift and replace' should have been included under, show lightbulbs and a thermostat (neither of which were asked for or ever received) and gives no indication that a service such as lift and replace would be included in there. Management/Customer Service has been repeatedly unhelpful after hours of phone calls. We even offered to buy more panels to make up for the inefficiency of what we were recommended. We cannot replace our roof (now more than a year overdue) without voiding the warranty on the panels, and we cannot add more panels without replacing the roof. We cannot afford to give 4000 more dollars for a lift and replace on top of a system that is already underserving our needs. I've spoken with 6 different people on the phone in a variety of positions and each time I've been asked to explain the entire situation over again. Twice I have been offered a quote for a full roof replacement in their confusion. Their response through the Better Business Bureau is below: "NO EMPLOYEE OR REPRESENTATIVE OF CONTRACTOR IS AUTHORIZED TO MAKE ANY PROMISE TO YOU THAT IS NOT CONTAINED IN THIS AGREEMENT (WHICH INCLUDES THE DESIGN AND INSTALLATION DOCUMENTS) CONCERNING COST SAVINGS, TAX BENEFITS, OR GOVERNMENT OR UTILITY INCENTIVES. YOU SHOULD NOT RELY UPON ANY PROMISE OR ESTIMATE THAT IS NOT INCLUDED IN THIS AGREEMENT." The sales tactic was dishonest and predatory, and was easily solved by any due diligence or transparency from our sales person, his manager (who let us know that most of what he told us was not correct to begin with), or any other Ion representative at any point during this process. Ion's policy thus far has been that (in short form) we should not have believed their sales person and now that we've signed, we're "out of luck"- so take their advice and *do not buy from any of their sales people directly*. Do not sign anything until every single thing has been addressed and put in a document, and record all of your conversations.

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We bought panels and went into service with Ion Solar on March 22, 2024. We paid for a 4,200 Watt system including 10 panels. We discussed that our roof would require replacement imminently, preferably in the next two to three months and that we were not interested in having to go through hurdles or extra costs to remove and replace the panels shortly after having them installed. We would rather wait, or go with a different company if this was not included. Our rep, McCallum Smith reassured us that this would be included and should not be a dealbreaker. Ion has not honored the lift and replace that was agreed-upon. After repeated calls and escalations, we have been told that a lift and replace would need to be listed in the contract and that they rarely do that, although we were told that it was Ion's policy. We received a quote on June 18th, 2024, asking for $3,990 to remove the panels we just had installed two months prior. The rep, McCallum, who told us to call him if any issues arose, has since been fired from Ion. His manager let me know that she does not even have jurisdiction in Texas and was unaware of him offering that. It was the only reason we signed when we did, or with Ion at all. The 'extras', which we were told the 'lift and replace' should have been included under, show lightbulbs and a thermostat (neither of which were asked for or ever received) and gives no indication that a service such as lift and replace would be included in there. Management/Customer Service has been repeatedly unhelpful after hours of phone calls. We even offered to buy more panels to make up for the inefficiency of what we were recommended. We cannot replace our roof (now more than a year overdue) without voiding the warranty on the panels, and we cannot add more panels without replacing the roof. We cannot afford to give 4000 more dollars for a lift and replace on top of a system that is already underserving our needs. I've spoken with 6 different people on the phone in a variety of positions and each time I've been asked to explain the entire situation over again. Twice I have been offered a quote for a full roof replacement in their confusion. Their response through the Better Business Bureau is below: "NO EMPLOYEE OR REPRESENTATIVE OF CONTRACTOR IS AUTHORIZED TO MAKE ANY PROMISE TO YOU THAT IS NOT CONTAINED IN THIS AGREEMENT (WHICH INCLUDES THE DESIGN AND INSTALLATION DOCUMENTS) CONCERNING COST SAVINGS, TAX BENEFITS, OR GOVERNMENT OR UTILITY INCENTIVES. YOU SHOULD NOT RELY UPON ANY PROMISE OR ESTIMATE THAT IS NOT INCLUDED IN THIS AGREEMENT." The sales tactic was dishonest and predatory, and was easily solved by any due diligence or transparency from our sales person, his manager (who let us know that most of what he told us was not correct to begin with), or any other Ion representative at any point during this process. Ion's policy thus far has been that (in short form) we should not have believed their sales person and now that we've signed, we're "out of luck"- so take their advice and *do not buy from any of their sales people directly*. Do not sign anything until every single thing has been addressed and put in a document, and record all of your conversations.

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We bought panels and went into service with Ion Solar on March 22, 2024. We paid for a 4,200 Watt system including 10 panels. We discussed that our roof would require replacement imminently, preferably in the next two to three months and that we were not interested in having to go through hurdles or extra costs to remove and replace the panels shortly after having them installed. We would rather wait, or go with a different company if this was not included. Our rep, McCallum Smith reassured us that this would be included and should not be a dealbreaker. Ion has not honored the lift and replace that was agreed-upon. After repeated calls and escalations, we have been told that a lift and replace would need to be listed in the contract and that they rarely do that, although we were told that it was Ion's policy. We received a quote on June 18th, 2024, asking for $3,990 to remove the panels we just had installed two months prior. The rep, McCallum, who told us to call him if any issues arose, has since been fired from Ion. His manager let me know that she does not even have jurisdiction in Texas and was unaware of him offering that. It was the only reason we signed when we did, or with Ion at all. The 'extras', which we were told the 'lift and replace' should have been included under, show lightbulbs and a thermostat (neither of which were asked for or ever received) and gives no indication that a service such as lift and replace would be included in there. Management/Customer Service has been repeatedly unhelpful after hours of phone calls. We even offered to buy more panels to make up for the inefficiency of what we were recommended. We cannot replace our roof (now more than a year overdue) without voiding the warranty on the panels, and we cannot add more panels without replacing the roof. We cannot afford to give 4000 more dollars for a lift and replace on top of a system that is already underserving our needs. I've spoken with 6 different people on the phone in a variety of positions and each time I've been asked to explain the entire situation over again. Twice I have been offered a quote for a full roof replacement in their confusion. Their response through the Better Business Bureau is below: "NO EMPLOYEE OR REPRESENTATIVE OF CONTRACTOR IS AUTHORIZED TO MAKE ANY PROMISE TO YOU THAT IS NOT CONTAINED IN THIS AGREEMENT (WHICH INCLUDES THE DESIGN AND INSTALLATION DOCUMENTS) CONCERNING COST SAVINGS, TAX BENEFITS, OR GOVERNMENT OR UTILITY INCENTIVES. YOU SHOULD NOT RELY UPON ANY PROMISE OR ESTIMATE THAT IS NOT INCLUDED IN THIS AGREEMENT." The sales tactic was dishonest and predatory, and was easily solved by any due diligence or transparency from our sales person, his manager (who let us know that most of what he told us was not correct to begin with), or any other Ion representative at any point during this process. Ion's policy thus far has been that (in short form) we should not have believed their sales person and now that we've signed, we're "out of luck"- so take their advice and *do not buy from any of their sales people directly*. Do not sign anything until every single thing has been addressed and put in a document, and record all of your conversations.

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I had signed up with Ion Solar last year in May, they were extremely helpful and communicative with me, especially compared to other companies, until I signed a contract with them. It took 2 months for them to install my panels, July, after which is took them 6 months to actually get an electrician to hook them up. (7 electricians and 10 visits over the course of 6 months). Their communication was terrible, I was often left with no answers to my questions. I would have to reach out to the sales person to get any sort of response, as their service team would not respond to me or tell me they would get back to me and never respond. After 6 months and many complaints, multiple times submitting support tickets that I was never contacted about, I sent a scathing email to the sales person, even inquiring about somehow getting out of the contract, after which I was connected with a region manager who took over my communication. He was responsive and helpful, but after 8 months of waiting to get these panels installed and connected it was little and very late. It wasn't until this last February that the panels were finally approved to be turned on. I think if you are a lucky one, who Ion responds to, it might be worth it. However my experience was awful and I do not recommend to anyone looking for Solar panels.

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This company has been a mess since we signed on the dotted line. Delays, miscommunications, and insufficient time to complete the work due to overbooking contractors from out of state. We should have been done by January and we are in March and still waiting for them to finish the final detail work they agreed to do. For the actual installation they gave us a morning time frame. When we called in the afternoon to ask where they were we were told that the original time they gave us was "mountain time" (we live on the East Coast). When they did show the crew had clearly been working hard and tried to get everything done but since they didn't show until later afternoon (for our morning appointment) they ran out of sunlight. At one point they were trying to use flashlights to see the roof and do the work. Unsafe for them and a good way to have poor installation. They had to come back the next morning (wanted to come at 5 am but we wouldn't let them hammer and bang at that time due to neighbors). They were unable to fully clean up due to making their flight (or so we were told). The latest example is they were coming to paint a part they missed originally. Told us someone had to be there so I stayed home. In that 7-10 am window I saw no one. Stayed home just in case someone came later. Next working day I received a text message saying they came but it was too cold so they want to make another appointment but this time no one has to be home. Then why did I need to be home the first time? There are other instances of miscommunication, delays, etc. I get some of these frustrations are minor, but the consistency of them is the issue. In their favor, they have been paying the loan until it gets set up since it is their fault it hadn't been yet. They send multiple text messages and emails and every interaction seems to be followed up with a robotic call/text asking for a performance review. When we have expressed frustration we get a "sorry for the frustrations" but no action to ensure they will not happen again.

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I’ve had my system with ION Solar for over a year now and I’m very happy with it. I financed the system, and the process was smooth and easy to understand. The installation was professional, and everything looks great. Best of all, I’ve had no bills with NV Energy since it’s been running. Definitely recommend ION Solar to anyone thinking about going solar.

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Couldn’t be more pleased with my experience with ION. The sales rep was knowledgeable and pleasant to work with. I got updated during the permitting process while the company took care of the permits and approvals for me. I was installed right around the 30 day mark after signing. I’m seeing $18 power bills as promised. I would definitely recommend going solar in Vegas instead of paying an increasing NV Energy bill and specifically ION.

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They delivered on everything that they promised. From the start when we met with Joe Pickens to the installation which was completed by Ruben’s crew we were impressed with their knowledge and service. We installed a 12kw system (signed on December 16th and installed on January 18th) and it was just turned on last week. Super smooth! They delivered as promised!!

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First- sales guy and estimator tells me they can run wires through the roof - installer says no way. They were wrong. 2nd- Installer says they need to dig a trench and the estimator didn't do the plans right..... delay. 3rd- panels on my roof for almost 2 months and it's still not connected. They won't finish the job 4th- they have NO Showed me at least 5 times now. Do not trust them. Buy from someone in a dark alley. They are likely more trustworthy.

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Slow, unreliable, and low quality labor network for installation. Process started at the end of June, had approval from the city on 01-Aug., after multiple reschedules the panels were installed a couple months later, they had issues, after multiple trouble shooting visits, it seems like they started producting power on 23-Jan. 2026. 6 Months from city approval to system generating power seems like a long time; afterall, whole houses get built is half that time. So, have I been paying for both the solar loan and the utilities? Yes, for a couple months I've been paying both bills. Hopefully, the delayed install doesn't impact my tax credit. If you're into speed, quality, or saving money you should move onto the next company on your list. If speed, quality, and saving money isn't important to you, then your values align and ION is your company. After the system started producing power, the app. that is provided to monitor usage is out of date and doesn't work with updated Android operating system. Since I'm complaining, I'd point out that they want an adult at home for all visits (which is reasonable), but when you're looking at approx. 8 visits and all of those got rescheduled a minimum of 1 time, you're looking at taking 16+ days off work to be ready for the system to be installed. This is fine if you don't work or work from home, but if you have a job, this is considered inconvenient.

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