ION Solar Reviews

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.