Complaints

This profile includes complaints for Polaron Energy Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Polaron Energy Corp

  9 - 3761 Victoria Park Ave Scarborough, ON M1W 3S2

• 

  Polaron Energy Corp

  423 Mt Edward Rd Charlottetown, PE C1E 2A1

• 

  Polaron Energy Corp.

  3 13680 Bridgerport Rd Richmond, BC V6V 1V3

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:17/06/2025

  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.

  I signed an agreement with Polar Energy Corp. for a solar panel installation, with a refundable deposit of C$682.5.
  As per the agreement, I applied for an interest-free loan to the Government of AB,which was denied.
  Now I have called Polaron Energy several times but fail to get my refundable deposit of 682.5

  Business Response

  Date: 25/06/2025

  Hello
  
  Refund has been processed and $682.5 was refunded back to the original credit card on June 23rd. However it may take a few business days for the amount to reflect back in your account. We apologize for the inconvenience. 

• Initial Complaint

  Date:16/04/2025

  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.

  I inquired online about services. Provided contact information. After further research decided to go another direction. I then asked to stop receiving random phone calls several times a day for 3 weeks. Often not ringing enough to even allow me to answer. I requested both by email and phone to stop all contact. And I've unsubscribed there emails. Yet they continue to call.

  Business Response

  Date: 21/04/2025

  Hi *****,
  
  We sincerely apologize for the inconvenience. Upon your request we have removed you from our call list and you will no longer be contacted by our team. If there are any further issues, please let us know. Thank you

  Customer Answer

  Date: 21/04/2025

  
  
  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,
  
  
  
  ***** *****

  Customer Answer

  Date: 24/04/2025

  I just recently (2weeks) closed a file with BBB regarding this company. My initial and current complaint is that they and there call centers are calling phone several times a day and hanging up before I can answer. I've asked on email, by phone and via 1 BBB complaint for this to stop. It has now started again. Several phone calls a day and hanging up with no voicemail.

  Business Response

  Date: 29/04/2025

  Hi *****,
  
  We are very sorry to hear this. We have asked our IT team to completely remove your contact from our system. If you receive anymore calls, could you please let us know the number that is calling. You should not be receiving anymore contact from us
  
  Thank you

• Initial Complaint

  Date:18/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I signed a contract with Polaron Solar on May 31, 2023. I signed an agreement with the understanding that if I cancelled, the company would keep my downpayment of $682.50. Before signing the agreement the solar specialist adjusted the downpayment to $682.50, the lowest downpayment option. We still had to build the garage so we knew the process would take time. He said, "I will sign up you up for the lowest downpayment, just in case... we don't want you to sign up for a high downpayment." Now, after an increase in pre-installation work, continuous requirements for more pre-work that I am responsible for and a breakdown in trust, no solar panels delivered. I have wanted to cancel but now they are saying that the cancelation fee is $3100. No where in my paperwork that I signed do the words, "cancelation fee" exist nor was there any conversation leading up to the signing of the paperwork where I was told about a cancelation fee that would be in addition to the downpayment. The conversation I had with the company was always about putting solar panels on the garage ******* ** ***** ** ******* Several plans that were given to me had panels on the north side of the roof and under shade of trees. I was also told at one point that the company could not put panels on the garage that would feed the house. This was later walked back. *** ****** ** ********* *** *************** ************ **** ************ *** * **** ** *** ** ******* ** ******* *** ********* * ***** ***** **** ******** *** wanted to cancel but now they have sent me a bill for $2572.50. The desired resolution that I am seeking is for Polaron to adjust my bill to $0. They can keep my downpayment of $682.50. I want them to release me from this contract without further fees or payments.

  Business Response

  Date: 06/11/2024

  Hi!
  
  We appreciate your feedback and understand the importance of making sure our customers feel comfortable throughout the process with us. We also never want going solar to feel like a financial burden, which is why we do allow free cancellations and a full refund at the SAR stage if we find additional costs to your project. If there are no additional costs on your SAR and you choose not to go forward, the cancellation fee would have been $600 plus tax at this stage for the work we already conducted on your project (Site survey, assessment report)
  
  However as the Site Assessment Report was signed and returned back to us on June 21st, we proceeded with the next steps of your project that include applications and engineering services. The cancellation fees are outlined on page 4 of the purchase agreement document that was also signed at the beginning of the process with your proposal. ***** ****** *** ****** ******** ********* *** *** ***** *** ********** At the stage of cancellation for your project, the total cancellation fee is $3100 plus tax. If you have any questions, please feel free to reach out. 

  Customer Answer

  Date: 15/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I want to negotiate a payment timeline. I would like 6 months to pay the fee.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 21/11/2024

  Hi Kelly,
  
  Thank you for your response. Our accounting team has offered he following payment schedule below.
  
  $428.75 due immediately
  $428.75 12/30/2024
  $428.75 1/30/2025
  $428.75 2/28/2025
  $428.75 3/30/2025
  $428.75 4/30/2025
  
  Please respond with "Yes" if you would like to continue with the payment plan. We will have our team make a note in our system. If you have any questions or concerns, please feel free to let us know
  
  Thank you!

  Customer Answer

  Date: 04/12/2024

  
  
  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

  Date:11/09/2023

  Type:Service or Repair 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 have been a customer of polaron for approximately 1 year we were pleased with our service up intil july 21 2023. At that point something happened to our system. I have been trying to get the company to respond to my phone calls , to date no one has contacted me . I have spent hours on hold , to response
  I am paying 300.00 power bills instead of the 20.00 nolls i paid when my system was working properly. I just want someone from the company to fix the problem

  Business Response

  Date: 21/09/2023

  Hi *****,
  
  Thank you for your feedback and we’re so sorry to hear about this. It looks like an issue was reported to us at the end of August. From our records, someone from our team reached out on September 13th to assist you with the *** connection and requested photos for further investigation. We want to sincerely apologize for the delayed response and completely understand your frustration. We have since received your photos and have forwarded them to our engineering team for further review and have assigned a service ticket to our team. We will have someone contact you with further updates soon. We understand it’s our responsibility to assist our customers in a timely manner and have looked into this internally to ensure we do better in the future. We promise our team is actively working on resolving this issue for you as soon as possible. Please feel free to reach out to us if you have any questions or concerns.
  
  Thank you.

• Initial Complaint

  Date:06/03/2023

  Type:Order 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.

  Agreement and deposit made including details of project and funds paid after months of working with Polaron for them to a week later forward an email that states they do not service the area although they had all of the details from the beginning including working with the original individual then going to the department that decides on details and puts plan together, then to head office where it was reviewed, documents sent, signed and funds paid.

  Business Response

  Date: 10/03/2023

  Hi ******,
  
  Unfortunately, we are not currently able to service Cape Breton. There was an error on our end where the city was shown as Halifax in our system. However, during the compliance process, we confirmed the address was in Cape Breton, which is when we unfortunately had to cancel the project. We want to sincerely apologize to you for the inconvenience this has caused. We're completely aware this is an unacceptable mistake and have investigated internally to ensure it won't happen again. With the cancellation, all funds will be issued back. Our accounting department is issuing the cheque today which will be mailed out next week. We're so sorry again for taking up your time.