OK! I wanted to wait a full year before actually write a real review....
I got my 5.44 kW (17 panel) system installed at the end of May 2019 and biggest thing I have to say is this company is absolutely terrible!!!!
Bottom line up front: The Sales Rep., Matthew W, will convince you to go solar and then lie about times, dates, and other promises he's made. When you contact the company to dispute an issue they will ignore you. Then they will randomly send someone to your home and ask if you want to go solar without realizing your house has Ion Solar equipment on the side of the house.
The sales rep (Matthew W) was very persuasive and fairly good at his job. I'll get back to him later. The installation crew were ok. Aside from the fact they were smoking on the side of my house and did not properly have caution tape set up incase something were to fall off the roof and hit me or my family... They were on time and did what they came to do, mostly. I was notified of the project and the time it took along with all the permits that take time to fall through.
My horror story began right from the beginning. Matthew W knocked on my door one April morning. We agreed to meet the following day as I was on the way to work and had the next day off. He messaged me with a time I had not agreed to. No biggie, just correct the time and move forward. We met with him and another associate and like I said he convinced us to go solar.
One of the biggest concerns we had was the size of the system. I explained that we had just recently purchased the home the previous February and inquired as to how the company would correctly asses the properly sized system for our home. We specifically mentioned that we still needed to purchase more appliances and add additional electrical loads to the main electrical panel. He assured us that the company was efficient at gauging the proper system based on square footage, utility bills, and usage from surrounding homes. We put our trust in him and moved forward.
As stated, no real problems with the installation. Although after seeing what Ion put me through I started to observe them more when i'd see them around my neighborhood and am not surprised that they don't follow simple OSHA regulations like tying off on a rope above 5ft and using a simple ladder strap for a 2 story house (I have pictures of this from when they installed on my neighbors home) I'll try not to be too hard on the installation workers because they're the ones on the roofs and doing all the leg work.
To continue, Matthew notified my wife and I that the company was offering free Nest Thermostats as an additional incentive for signing up with Ion. Everything was fine and dandy when he said to send him a message to let him know when the thermostats arrive so he can send someone out to install them in the home. Well, those two Nest devices didn't arrive until almost a full month after the installation of the panels. Stuff gets delayed sometimes, what can you do. When they finally arrived Matthew said he would send out a tech do to the install. Again I have a work schedule and can only do certain times. The tech guy called me within a few days and we set up an appointment. It was my day off but I still had errands to run. we set up an appointment around midday. As I'm out doing my morning errands the tech guy calls me two hours early and says he's at my door.... ummmm what?! We had just spoken two days prior and agreed on 12pm. He understood that I was not home and said he would return around 2pm. Awesome, that works for me. Until... 245pm comes around and this guy is nowhere to be seen. Then 3pm. Ok, maybe I should call just to make sure. He tells me he got caught up on another job and that he would be here around 430pm. Cool. He arrived around the time agreed upon and proceeded with installing the Nest Thermostats. Finally! My wife and I were full filling our life long dream of owning an Ion Solar system with the added touch of two Nest Thermostats to modernize our home.... oops! One of the Nest Thermostats was defective! Ok. No worries, it happens right. Tech items are sometimes defective. He explained I needed to contact Matthew again and order a replacement.
That was late July to early August. I contacted Matthew the next day and explained what had happened. He said he would order a replacement right away.... Side note: most of the conversations were happening through calls up until this point. My last call to Matthew was Aug 13th 2019 at 527pm I received no answer and left a voicemail letting him know the replacement Nest had not arrived after two weeks (the company said it should arrive in 3-5 business days). On Aug 14th 2019 at 935am Matthew text me saying he received my message and spoke with the Project Manager 'Anthony' and had now made sure it was ordered and on its way.
Aug 15-26 2019.... Waiting.....
On the morning of Aug 26th I contacted the customer service line to inquire with my Project Coordinator, Ms. H. She had said she couldn't see it in the system and advise me to contact Matthew. I was a bit un-eased to have to keep dealing with him so I asked if I can have the Construction Supervisors name and number. The CS's name was Mel. I expressed my concerns with Mel and he advised me to contact the Operations Manager, Charles M, but notified me he didn't have his number.
So, I text Matthew asking for Mr. M's number and he replied with "No, is there something I can help you with?"
..... At this point its been six weeks since I was told the replacement device would be sent out.
"Did you receive the new one yet?"
Obviously not if I'm inquiring about it again.
"Ok, I just spoke with the project manager in the office and he doesn't have any in stock. I'm reaching out to corporate also myself."
Wait! hold on real quick. Just for a second..... Why did you tell me it was already sent out?!
Matthew went on about he knows I must be upset and he wants me to be a happy customer. Yeah, sure buddy. I spoke with Charles M and he said he would personally deliver a Nest the following morning. Mr M was very professional and courteous. He actually seemed like he was concerned about my concerns. Finally, I had the replacement Thermostat. Mr M called a tech and said he would be there the following day at 11am.
Hmmmm, I remember this..... 11am comes around.... 1105am... Nope, I'm not giving you anymore time. The tech was late. At this point I just want to get rid of this company. The tech apologized profusely when he arrived close to 12pm. Whatever, I'm finally getting the second device installed.
Mr. M called to make sure everything went well. Thanks for the gesture. Now if only their sales reps can have the same integrity. Good, I will not have to deal with ion ever again! But wait! There's more!
One random night in December 2019 I hear the slightest "OoOoOo"........ I must be dreaming because I've never heard that in my room before. for the next few weeks I was tormented at night by a single pigeon that decided my Solar system was a good place to set up shop and start a family, maybe have his own shaded area on top of my roof. Like a madman, I would go outside with a broom stick and hit the side of the roof to try to shoo them away.
As the calendar year rolled over and the winds started to pick up and I would hear the pigeon and small rattling. I figured it was maybe a loose vent that the wind knocked. In the daylight hours I would like to stand on my balcony and admire my investment and feel good about doing my part to minimize my carbon footprint. Until! one day I'm casually looking at my roof and realize two of the retaining clamps are loose! Wow! That's what the rattling is! Oh no! That means I have to call the company again! As most surely do, when you find something wrong, you look for more. I surely did.
After further inspection I noticed that some of the wires from under the Solar panels were touching the roof! In my City, during the summer months, it can reach an average of 107 degrees fahrenheit. Now I'm no expert on the effects on rubber incased copper wire and the possible damage caused from thermal radiation but I know that can't be good.
On Jan 21 2020 I contacted Mr M again. We ended on decent terms so maybe he would help me again. WRONG! I text him my three concerns (mentioned above) and did not get a call back, no text, no email, nothing. Ok. Understood. A week later I received a call from the service department asking about my concerns. I was sent out a quote for pigeon guards that were $800. "But why not offer them at the initial disclosure agreement?" She said it was optional but I was never told about it. She said She would send a team out to tighten the clamps and check the wires.
No one ever came. No one ever called. As mentioned, when I signed up for Ion I had more plans for the home. I purchased a deep freezer for the garage and added a 40A outlet to charge my electric vehicle. Well... I received my NV Energy bill and guess what. I'm consuming more electricity than my panels are producing..... My upstairs neighbors that my family jokingly calls my best friends have pooped all over my roof and panels. Im convinced the rattling of the panels gives them comfort on a windy night. It is now early June and I swear I can just feel those wires baking on my tile roof......
Last month, on May 9th 2020, a gentleman by the name of Luis rang my doorbell. It was fairly early so I thought it may be a friend or neighbor, until I seen his Ion Solar shirt! He asked if I was interested in going Solar! He seemed like a nice kid and I didn't want to give him a hard time. I explained to him this story and he apologized. Not your fault buddy. He took my name and info and let me know someone would be in touch soon..... No one ever reached out to me.
Do yourself a favor and find a different company. I understand this could be an isolated incident, but it was bad enough to never recommend them to anyone.
If anyone cares to reach out for validity of my story I have a detailed log and screens shots/ pictures I've taken.
Have a good day and thanks for reading.