Complaints

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:04/04/2025

  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.

  On June 14, 2022, we had solar panels installed by drSolar. After installation, we experienced leaks, with the first reported on November 12, 2022. A second call was made on June 27, 2023, and another email was sent on December 20, 2023, all reporting continued leaks.
  
  Two contractors were sent, one acknowledging that the leaks were due to the solar mounts, while the other denied fault. To resolve the issue, we engaged three professional roofing companies who all confirmed that the leaks were caused by improper solar panel installation.
  
  The leaks worsened, leading to a full roof replacement in January 2025, which cost $8,027 for the lower roof which was done first and then exposed further leaks and damage on the upper section. $13,604 for was spent on the upper roof replacement. We also provided extensive documentation, including quotes, photos, emails, and roofer explanations, to *********, hoping for a resolution.
  
  On January 14, 2025, prior to the lower and upper replacements, company representative **** ******* assured us via phone and email that if we needed to replace the roof, they would remove and reinstall the solar panels at no cost. However, despite this agreement, DrSolar has since refused to cover the panel removal and reinstallation, citing the need for more proof of fault, despite having already removed part of the array without further verification.
  
  We have been met with delays, shifting explanations, and a lack of response from DrSolar. We are now seeking reimbursement for the roof replacement costs, as well as compensation for the removal and reinstallation of the solar panels, as originally promised. This also includes compensation for lost energy production and related expenses due to the 4 months the arrays have not been producing.
  
  All relevant documentation is available upon request.

  Business Response

  Date: 11/04/2025

  We contend:
  - The roof was in poor condition and of advanced age at the time of installation – photo evidence available.
  - Doctor Solar has attended the site multiple times and advised that the roof issues appeared to be unrelated to our installation – supported by email correspondence.
  - The reported leaks were not clearly identified as being directly associated with our installation, and there has been a consistent lack of evidence to support this assessment.
  - Doctor Solar is not responsible for any costs associated with removal of the solar array or roof repairs.
  

  In November 2022, we were requested to inspect the roof following a report of leaks. Our team visited the site and concluded that the issue originated from flashing around the stove pipe. The customer was advised accordingly, and the issue was subsequently addressed by them.
  

  In July 2023, the client contacted us again to report additional leaks. The photos submitted showed signs of leakage around roofing nails. Doctor Solar does not use nails in any part of our installation process. Given the absence of installation-related indicators, no further action was taken at that time.
  

  In December 2023, the client submitted another report of leakage. We returned to the site in January 2024, inspected the area, and determined that the issues were due to overall roof deterioration and inadequate flashing on a low-slope roof. We recommended that the client consult with a roofing contractor for appropriate repairs. There was no further correspondence following this recommendation.
  

  In January 2025, the client reported new leaks on the lower roof. We advised that a proper roof inspection be conducted to determine the source of the leaks and provide an informed recommendation. Doctor Solar had already conducted two site visits and found no evidence linking the issues to our installation. However, it appeared our professional assessments were not fully considered. The client later obtained quotes from several roofing companies for a roof replacement. One report suggested that solar mounts could be contributing to the leak, but did not identify this as a definitive cause. Although additional reports were referenced, only one was ever submitted to Doctor Solar for review.
  

  The photographs provided with the 2025 report did not conclusively show leaks originating at solar mounting points. Several images showed rusty nails and evidence of water ingress at nail locations, and one interior photo depicted water penetration from the upper (high) side of a solar mount. This pattern is more commonly associated with ice damming or general environmental factors, not solar installation failure. Nonetheless, without establishing fault, Doctor Solar agreed to remove the panels on the lower roof at no cost to allow the client to perform roof repairs.
  

  In February 2025, the client reported a leak on the upper roof. Doctor Solar again agreed—at no cost—to remove the panels from this section to facilitate further roofing work. During the removal, the client inquired about removing additional sections, though this was never part of the agreed scope.
  

  In March 2025, the client contacted us requesting the removal of all remaining panels. The only documentation provided to date pertains to the lower roof. As such, Doctor Solar requested documentation that (1) confirmed active leaking on the remaining roof area, and (2) demonstrated that the solar installation was the cause. The client asserted that additional reports and photographs existed. However, despite repeated requests, no further documentation was provided beyond what had already been reviewed—documentation which does not support the client’s conclusions.
  

  Conclusion:
  

  Doctor Solar has responded in good faith to all client concerns. We have conducted multiple site visits, provided professional assessments, and voluntarily removed solar panels to assist with roof repairs, despite no conclusive evidence linking our work to the issues reported. Based on all available information, we maintain that Doctor Solar is not responsible for the roof leaks or related costs.

  Customer Answer

  Date: 14/04/2025

   I am rejecting this response because:
  
  
  Doctor Solar's recent response contains multiple inaccuracies, omissions, and contradictions that I would like to address point by point. As a customer, I have gone out of my way for over two years to resolve this matter directly and amicably. I have provided documentation, allowed multiple inspections, and tried to work in good faith. The damage to my roof, the financial cost, and the stress to my family have been significant—and largely avoidable had Doctor Solar fulfilled their promises and taken responsibility.
  
  1. Claim: “The roof was in poor condition.”
  When the solar panels were installed in June 2022, our roof was 10 years old, in good condition, and had no history of leaking. The suggestion that it was in “advanced age” or poor condition is inaccurate and not supported by any report from that time.
  If Doctor Solar had genuine concerns about the roof’s integrity, they had a professional and ethical obligation to communicate that before installing a complex system of solar mounts and flashing. They did not. There was no recommendation to delay the installation, and no indication that the roof was unsuitable. By moving forward without raising concerns, they assumed the risk of installing on a roof they deemed acceptable.
  Furthermore, roofing assessments performed in January 2025, more than two years after installation, found no generalized deterioration—only specific issues with the solar mount fasteners. *** ******** Exteriors and Accurate roofing explicitly stated in their quote that the repair scope was related to mounting and sealing failures, not roof age or wear. These reports are documented and available.
  
  2. Claim: “Leaks were not clearly associated with the installation.”
  This is categorically false. The first leak was reported on November 12, 2022, just five months after installation. Additional leaks were reported on June 27, 2023, and again on December 20, 2023. These issues only began after the solar panels were installed and continued to worsen over time.
  Doctor Solar sent out multiple representatives—one acknowledged fault and the need for repair, while another denied responsibility. This internal disagreement only underscores the lack of a consistent and professional response. Regardless of differing internal opinions, the evidence from three independent roofing professionals is clear: the solar mounts were not properly seated or sealed, and this directly contributed to water infiltration.
  
  3. Claim: “There is a lack of documentation.”
  We have submitted photographs and reports from multiple roofing contractors, all of whom pointed to issues with the solar mounts as the likely cause of water ingress. Only one report appears to have been acknowledged by Doctor Solar; the others have been ignored, despite our repeated offers to share them.
  Additionally, during partial panel removal in January 2025, moisture and staining were visible under the mounting points themselves—direct physical evidence of leakage originating from the mount areas. Photos of this are available. This supports the professional assessments that improper installation—not roof wear—was the root cause.
  In one email dated January 9, 2025, our roofer wrote:
  “I did inspect the solar mounts and found many that didn’t seem fully seated and also some that the fasteners were crooked… There were clear issues with the fasteners and mounting plates.”
  This is first-hand, expert confirmation that the solar mounts were improperly installed.
  
  4. Claim: “Doctor Solar voluntarily removed panels as a gesture of goodwill.”
  This is deeply misleading. On a January 14, 2025 phone call, **** ******* of Doctor Solar explicitly stated that if we needed to replace the roof, Doctor Solar would remove and reinstall the full array at no cost. This was confirmed in writing via email the same day.
  Despite this, only some of the panels were removed, even though the roofer advised that more removal was needed to complete the repairs. We were left in a difficult and time-sensitive position: either delay the work and risk further interior water damage, or pay out-of-pocket to have the remaining panels removed ourselves. At this point no panels were ever reinstalled. 
  Text messages and call records from February 25–26, 2025 confirm that arrangements were being made to complete the promised removal, yet that follow-through never occurred. If Doctor Solar had completed the panel removal and reinstallation as promised, we could have avoided additional expense and stress.
  
  Conclusion & Resolution Requested:
  Doctor Solar’s claim that the roof condition or lack of evidence absolves them is not only factually incorrect, but it also contradicts their own prior communication and conduct. Their response misrepresents both their promises and the clear, documented evidence.
  We are requesting:
  Reimbursement for the roofing repairs related to the solar installation
  Reimbursement for the costs incurred due to Doctor Solar’s incomplete panel removal
  Compensation for damages caused by the delayed action
  Reinstallation of the solar array at no cost, per the January 14, 2025 agreement
  We made this investment in good faith, trusting the expertise and reputation of Doctor Solar. Our experience has instead been defined by delays, denials, and broken promises. We are asking only for what was fairly agreed upon—and for this matter to be resolved with the integrity and accountability originally promised.
  

• Initial Complaint

  Date:05/12/2022

  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.

  We contacted Appollo Renewables Inc. Dr. Solar / Scotia Way early in the spring and started the process to have them quote a solar panel system for our home. After discussions and a site inspection by ***** ******** (Dr. Solar), they issued a deposit invoice for $16890.50 on June 3, 2022. We paid that within the week as they were rushing us to have the roof replaced with another contractor before they could install later that month. From that point things got slower on their part. They kept pushing possible installation dates for a variety of reasons, none of which we could confirm as legitimate. Then ***** called and said they were coming to deliver the hardware and then the installation would be done in a matter of days. That was less than a week before Fiona hit our shores. Then we tried to be understanding for a week or two but after October and basically all of November went by we messaged that we would like to cancel the contract and get out deposit back. ***** was quick to respond saying that he understood and would get our deposit back in short order. However, we have again given them time and tried to be understanding as he messaged saying that they were then waiting on some accounts receivables to come in and we would have it by the end of last week. Still nothing and they have not responded to any messages or phone calls since Nov 25.
  Any help you can offer to fix this situation is greatly appreciated.

  Business Response

  Date: 10/12/2022

  There are two unique circumstances about this contract.

  1. Over $10,000 of equipment was stored on the site of the customer.

  2. Apollo renewables was paid a commission out of the funds received. (We have agreed to adjust from future projects.)

  3. This is only the second deposit return in the history of the company and the other was due to a sale of the family home.

  Our contract stipulates that the deposit will be returned 30 days (because we procure specific prtoject equipment as per item #1) upon notification and it may have been delayed but there was no communication in writing to our office.

  We trust that the customer had made notification verbally to our VP of business development that in turn sent the request to finance but finance pointed to items 1 and 2.

  The resolution proposed by us was to return $10,000 on December 6th and ther rest (approx $7k) once the equipment is collected.

  The company is still responding to certain delays such as rescheduled electrical inspections and project schedules impacted by hurricane Fiona in both NS and PEI. 

  It seems as if this proposal was satisfactory and should be able to perform the last part of the agreement next week.