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:27/02/2025

  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.

  Since Mid 2023 I have been in touch with Solar-X from Toronto to install ** solar panels and associated equipment at my home in ****** under the federal ***** **** Grant/Loan program. Follwonig several months of discussions and fine tuning of the project scope, I signed the project agreement in February 2024 with a completion date of no later than 29 November. I paid all invoices on time, however, I received little communication from the company once I signed the agreement. They had an electrician visit in May 2024, who provided an estimate to relocate my electrical service and upgrade my panel to accommodate the ** system (~$3500). This was over and above the ** system price, which I know about and was fine with. I also paid ~$2200 to Hydro****** for their services to approve the net metering application. I approved the electrical work in May 2024, but now work took place. Solar-X moved my project to "late stage" in June 2024 and at this point nearly all communication ceased. I sent multiple emails in June, July, August and into September for information with only vague replies. No parts were ordered in this time, no electrician came to my house, no work was done. However, Solar-X knew that I had a firm deadline of 29 November 2024 due to the requirement to complete my retrofits before early December 2024 to ensure I could obtain the ***** **** Loan and Grant and a second ****** ****** **** Loan. As it was, Solar-X didn't even order my equipment until just a few weeks before the deadline. They missed their contractual completion date by two months and even encouraged me to have the post-retrofit inspection without the ** system fully functional. Now they are asking for an additional $5900 to complete the electrical upgrades, which had already been quoted at $3500, and which I approved, in May 2024. I am being held ******* for more money since I do not have a functional ** system more than 3 months after the original completion date.

  Business Response

  Date: 28/03/2025

  Thank you for taking the time to share your experience. We understand how frustrating this process has been and appreciate your patience throughout.
  We’d like to clarify that the initial $3,500 estimate you received was provided by a third-party electrician, not Solar X. Unfortunately, the scope and pricing of that quote were not under our direct control. As the project progressed, additional code requirements and utility-mandated upgrades came to light, which impacted the final cost for electrical work.
  That said, we take full responsibility for the communication gaps and the delay in project execution. This is not reflective of the standard we hold ourselves to, and we sincerely regret the stress this has caused — especially given the tight timelines tied to your ***** **** Grant and Loan applications.
  We’re actively working with you now to help reduce the cost of the outstanding electrical work, and we’re committed to reaching a fair resolution as quickly as possible.
  Your trust means a great deal to us, and we remain committed to completing your system to the highest standard.

• Initial Complaint

  Date:06/12/2023

  Type:Delivery 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 contracted SolarX to install solar panels as part of the ******* ***** Grant.
  The communication from the company has been abysmal. They are already behind on our project and have asked for an extension into the spring.
  We have spent nearly $10,000 on this project and are seemingly no closer to completion than we were 9 months ago.
  
  Emails and phone calls have gone unanswered. I feel like I have been ******* out of my money.
  
  They are offering incentives for patience which again, strikes me as a ******. Offer the world if you have no intention of delivering.

  Business Response

  Date: 28/12/2023

  We apologize for the frustration caused by the delays in your solar panel installation and the shortcomings in our communication. At SolarX, we understand your concerns and are committed to making this right.
  As previously communicated, we have scheduled your installation to occur in Spring of 2024. We assure you that this timeframe is a priority for us, and we are dedicated to ensuring a smooth and efficient installation process so that you do not miss out on the rebate or funding. 
  We recognize the importance of prompt and clear communication. Our team will be more proactive in keeping you informed about the progress of your project. Please be assured that the incentives offered are a gesture of our commitment to your satisfaction, not an avoidance of our responsibilities.
  For any immediate concerns, please feel free to reach out to *******@*******.ca.  We appreciate your patience and are dedicated to delivering the quality service you expect from us.
  
  

• Initial Complaint

  Date:05/12/2023

  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 reached out to Solar X in August 2022 and the initial process was progressing - site visits, finalized designs, permit approvals and initial deposit of $6200 paid by Apr 2023. They advised due to supply chain issues and a surge in demand due to the gov't grants - the expected to procure the panels Sep 2023.
  
  September came and went, and after multiple attempts of connecting with our project manager we finally got a hold of him in October. He confirmed the panels had arrived and provided a tentative installation date of the week of November 13th.
  
  Again, the date came and went. We've reached via email and called every person we've dealt with thus far, and no response. Currently, the city permit and grants have been suspended due to inactivity and we can't get a hold of anyone.

  Business Response

  Date: 28/12/2023

  We sincerely apologize for the inconvenience and frustration you have experienced with the delay in the installation of your solar panels. Your experience does not reflect the high standard of service we aim to provide at Solar X.
  We understand the importance of timely communication and project completion, especially considering the financial and time investment you have made. The issues you've encountered, including the delay past the tentative installation date of November 13th and the lack of responsive communication from our team, are unacceptable.
  We are immediately addressing this matter internally to understand the cause of these delays and lack of communication. We are also taking steps to ensure that your project is prioritized and that you are kept informed throughout the process.
  To rectify this situation, we will:
  Assign a dedicated point of contact who will provide you with regular updates and be available to answer any questions or concerns you may have.
  Investigate the status of your solar panels and reschedule the installation at the earliest possible date.
  Work with you and the city to ensure that the your permits and grants are still active.
  Your satisfaction and trust in our services are paramount. We are committed to resolving these issues promptly and ensuring that your solar panel installation is completed to your satisfaction.
  Please expect a follow-up call from your new point of contact by the first week of Jan to update you on the installation.
  We appreciate your patience and understanding and are dedicated to making this right.
  
  

• Initial Complaint

  Date:29/11/2023

  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.

  Signed my contract in Oct 2022 and paid the initial deposit. Everything was fine until about 4 months ago when they emailed me that I am ready for installation. As of today the installation is still not complete. I am way past the guaranteed installation date mentioned in the contract. I had applied for ****** ******* ***** Grant and the expiration for the grant is coming up in 2 months. I have tried calling the company numerous times but the phone goes straight to an automated voicemail and none of the emails are being returned. It is really frustrating to deal with this company and would like to get a definate answer if the installation is still a go. If not i am seeking a refund of my original deposit.

  Business Response

  Date: 08/12/2023

  Thank you for taking the time to share your concerns. We truly apologize for the delay and the frustration it has caused you. Your feedback is invaluable in helping us improve our services.
  We understand the importance of timely installation, especially considering your application for the ****** ******* ***** Grant. The delay you've experienced is highly unusual for our company and was caused by a series of unforeseen challenges. Initially, the unique nature of your metal roof required us to source a special type of racking from overseas. We strive to ensure the highest quality and safety in our installations, which sometimes necessitates such specific solutions.
  Upon arrival of the necessary equipment, we encountered an unexpected issue during installation. We discovered that your new roof had been installed over the old one, creating a structure that our standard equipment could not safely support which is a highly uncommon practice for metal roofs. This was a unique situation that only became apparent once installation began. There was no way for our team to foresee this complication without attempting the initial installation with the racking we supplied.
  To resolve this, we are now once again procuring a specialized product from the U.S. that is designed to work with your roof's specific construction. We are committed to ensuring a safe and effective installation, even in the face of these unusual challenges.
  We aim to have the installation completed in the coming weeks, and our team is working diligently to expedite this process. Please rest assured that your project is a priority for us, and we are doing everything in our power to resolve this situation promptly and satisfactorily.
  Regarding the communication issues, we acknowledge and apologize for the inconvenience caused by our automated voicemail system and delayed email responses. We are actively working to improve our customer communication channels to provide timely and effective support.
  We deeply value your patience and understanding in this matter. As a gesture of our commitment to customer satisfaction, we will maintain regular updates on the progress of your installation.

  Customer Answer

  Date: 18/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I still have no resolution to the issue. With imminent snow and the fact that my project has not even commenced along with the fact that my ******* ***** loans expiring within a month I do not believe that my project will be completed on time. I understand the delays in the process but this response does not resolve my issue. Like I indicated in my original complaint I would request the company to honor their contract and refund the original deposit paid if they cannot deliver on time.
  
  
  
  Sincerely,
  
  
  
  *** ***

  Business Response

  Date: 28/12/2023

  Thank you for your response, and we fully acknowledge your concerns regarding the timely completion of your solar panel installation project. We understand the urgency, especially given the imminent snow and the expiration of your ******* ***** loans.
  We want to bring to your attention that we have already initiated steps to commence your installation. Recently, we encountered the need to order special equipment specifically for your project, which, unfortunately, contributed to the delay. We are pleased to inform you that this equipment was received last week, putting us in a position to move forward more efficiently.
  With your cooperation, we are confident that we can start and complete your installation within the month of January. Our team is prepared to work diligently to ensure that we meet this timeline and adhere to the high-quality standards expected of us.
  Or primary goal remains to complete your installation promptly and satisfactorily.
  We are committed to maintaining open lines of communication with you throughout this process and will provide regular updates on our progress. Please feel free to reach out to us at any time should you have questions or require additional information.
  We appreciate your understanding and patience as we work to expedite your project and look forward to your cooperation in achieving a successful installation within the stipulated time.

• Initial Complaint

  Date:05/10/2023

  Type:Delivery 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.

  After a $1000 deposit in the summer of 2022, on December 22 2022 I paid Solar X a $25,504.87 deposit to put solar panels on my office. Unfortunately it does not look like the installation is going to happen. The initial expected install date was October 30, 2022. Solar-X has given me several install dates (July, August, and most recently September 20). These days have come and went without contact from Solar-X. When I contact them weeks after there are various excuses after the fact like poor air quality and higher shipping costs. It has now been 9 months plus since the larger deposit without any signs of an installation. I have emailed Solar-X and sent a registered letter without a response. Solar-X has some great online ratings, I am hoping this is an oversight that can be resolved quickly.

  Business Response

  Date: 15/10/2023

  Client signed a new purchase agreement which supersedes the original agreement as the system design had changed by request of the client. The new agreement was signed on 24th of Nov 2022 and we are fully committed to honor our agreement and install the system within our guaranteed installation date. We will be contacting client to coordinate the installation shortly.

• Initial Complaint

  Date:27/09/2023

  Type:Sales and Advertising 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.

  From first contact in July 2022, we explained repeatedly to every Solar-X person involved in our project that our primary objective was a solar system that would operate independently of grid power. Prefaced by that objective, we spelled out three technical features we believed essential. Only after verbal and email confirmation from the then project manager that they would provide what we wanted did we confirm acceptance of the company's contract.
  
  We made interim payments totalling $24,113.40 by mid-February 2023, based on an “expected” March 13 installation start. Installation began only July 6. The system was not ‘commissioned’ until August 14. Full payment ($10,149.33) was required for that. Further troubleshooting and repair work by the company was required after a system failure on August 27/28.
  
  So, five and a half months after the "expected" start date, the company finally supplied a working system (standard "Net-metering") which shuts down when the power grid is down. That is a system entirely dependent on the grid, not independent of it.
  
  On Sept. 8, we were offered a system that would do what we wanted in the first place (but with batteries which we do not want) for an additional $19,958.67 plus 13% HST!! Having already paid a premium total price ($34,262.73), being asked to pay an additional $22,500 was totally unacceptable.
  
  On Sept. 15, Solar-X's interlocutor told us an inverter that would do exactly what we originally told them we wanted was available and promised a "quote" to install it, the implication being that we would have to bear the additional costs.
  
  We have had no communication from Solar-X on this issue since then.
  
  This company advertises itself as the best solar provider in Canada. *** ********** ** **** ** **** *** ****** ** ********* ***** ******** *** ************ ********* 
  What we want is what we contracted: A solar system that will not shut down when the grid is down. We should not have to pay extra for that.

  Business Response

  Date: 05/10/2023

  The client signed the contract with Solar X on Sept 13, 2022.  Prior to the signing of the contract, different options for backup power were discussed extensively with the client. The client was very clear during these discussions that they did not need or want to pay any extra for batteries or other backup solutions because they already owned a generator (*********) that they wanted to make use of (because it had been expensive) by having it connected to the solar system to provide power to the home during grid outages.  Pursuant to this request, Solar X added an Automatic Transfer Switch to integrate the generator into the system (at an additional cost which was agreed upon by the client).  The client specifically asked Solar X for the following set up in their own words: “(1) to have the solar panel production be the primary power source for the house, with any excess feeding into the grid, (2) if the solar panels are not producing sufficient power to run the house, e.g., at night, then the grid supply kicks in automatically, and (3) if the solar panels are not producing enough power to run the house and the grid is down, then we would fire up the generator to produce what is necessary.”. This is exactly how Solar X set up the solar system for the client.  The client is now stating as part of their complaint, they want a solar system that will not shut down when the grid is down and that they shouldn’t have to pay extra for it.  The reality is that solar systems which are grid tied, using a net metering program, must shut down when the grid goes down for safety reasons and there is a rapid shutdown mechanism required that gets triggered automatically in this situation.  The only way to get power from a solar system during a power outage with a grid tied system using net metering is by purchasing batteries for power storage or extra equipment such as a Secure Power Supply.  Both of these solutions come at an additional cost. The contract is clear on its face that neither of these types of equipment were included or purchased by the client.  If they had been, the contract price would have been much higher.  The additional costs for these optional add ons were clearly set out in the original quote on a separate page specifically showcasing optional add on products and their prices. The bottom line is that the client is not willing to pay for the necessary equipment for the solution they are now demanding (which is different from what they actually signed up for and were willing to pay for at the time).  In an effort to go above and beyond and try to help the client upgrade their system to their desired solution, we have now sent 2 different quotes, one for a battery system which has been rejected and one for a new type of Secure Power Supply solution that is not yet available but will be sometime in the new year.  This last quote was emailed to the client on September 27, 2023, but there has been no response back yet.  We are still willing to work with the client if they choose to accept one of the quotes.  Solar X has fully performed the client’s contract by installing the solar system they signed up for and paid for which is working as outlined above and has passed all inspections.  ***** *** ** **** *** ****** ** *** ******** *** ******* ******* **** ***** ** ****** ********* *** ********* 

  Customer Answer

  Date: 05/10/2023

  
  
  Complaint: ********
  
  
  I reject this response because the quotation on which Solar-X anchors its argument is selective and ignores completely the context from which it is taken.
  
  The full text of my email of October 12, 2022, from which they quote is attached.  The key sentence which Solar-X omits is:
  
  “Our principal objective is for the installation to make us independent of the grid when there is sun.”
  
  We went forward with the project on the understanding that the Solar-X installation "would make us independent of the grid when there is sun."
  
  From our perspective, it appears that when Solar-X internal processes moved from sales to design, sourcing and installation, its personnel proceeded on the basis that all they were doing was a standard net-metering job with a few tweaks to accommodate a pre-existing generator set up.  Our key objective of the whole project appears to have been ignored totally.
  
  Only on July 26,  2023, almost nine months after having received what we believed were assurances on that objective from the then project manager, did we learn - from the E.S.A. inspector - what, exactly, the company had installed.
  
  Solar-X has now presented two quotes for changes to our installation. One for $19,958.67 + 13%+HST and a second for $8.897.73+HST with delivery at an unspecified time in 2024.  After investing almost $35,000, we cannot entertain assuming any such additional costs.
  
  The bottom line is not, as Solar-X's response might suggest, that we want something for nothing.
  

  We accepted Solar-X's contract even though it was the highest quote we received precisely because we understood they would deliver our primary objective.
  
  The real bottom line is that Solar-X - possibly inadvertently but, regardless, in fact - failed to deliver what we told them, repeatedly, we wanted.  
  
  Whatever dysfunction in the company organization caused that failure is the responsibility of Solar-X alone.  It does not, however, appear to accept any responsibility for that failure.
  
  So we seem to be at an impasse.
  
  [I am, nonetheless, happy to disavow unreservedly any negative inference with regard to marketing that might be taken from my previous submission.  Solar-X sales personnel have always been open, above-board, articulate and highly responsive with us.]

  **** *********
  

  Business Response

  Date: 18/10/2023

  In examining the contractual agreements and documented correspondence, it's clear that Solar-X provided an installation based on the signed contract's parameters. Options for battery storage to ensure independence from the grid during sunless periods were presented at the time of quotation, with the understanding that they would incur additional costs. The decision to proceed without this option was made by the client.
  The quotation and subsequent contract were explicit in detailing the components and functionalities of the system being installed. At no point was there an indication that the system would operate independently of the grid without the inclusion of battery storage.

  
  

  Customer Answer

  Date: 26/10/2023

  
  
  Complaint: ********
  
  
  I am rejecting this response because failure to do so would constitute acceptance under the BBB mediation process.

  Barring acceptance of responsibility for the situation caused by its own internal dysfunctionality, it would appear that only a binding adjudication process might induce the company to live up to the expectations it created.
  
  
  **** *********

• Initial Complaint

  Date:21/08/2023

  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.

  In April '20 we entered into an agreement with Solar X to get 32 solar panels installed. Everything went well until Sept 23, '22 when one of the optimizers failed. SolarX had advised us that this rarely happens and the optimizers last at least 10 years before any issues. We arranged through SolarX and ****** (solar manufacturer) to get a technician to replace it. When the technician came to replaced the optimizer he told us that more are likely to fail as ****** had a batch of faulty optimizers around the time we got ours. I knew that service fees were not included in the warranty but I figured where SolarX and ****** knew they had faulty optimizers they would take care of the cost, of course they did not. I had to pay $480 for the service call.
  I was in contact with Solar X to try and get them to back me up on getting all the optimizers replaced and the service fees covered but all they offered was to give me a good deal on replacing the system. The system cost $37000 and we are not even close to paying off the loan for it. We cannot afford paying service fees on top of the loan each time an optimizer fails due to them being faulty.
  I thought maybe it was just a one off and I would see if any others failed while seeking some good customer service in getting the service fee covered.
  Now just in June I noticed another optimizer failed and had to get the technician in to replace that one. Nicely enough the technician only charged me $345 this time. If I need to get each one replaced one at a time it could cost me up to $16000. And on top of that the technician had a hard time finding the last faulty panel because the mapping is wrong and SolarX will not respond about getting them to remap it.
  Now today, 8/15/23, I discovered another faulty optimizer and I am battling with SolarX and ****** to get them all replaced at their cost. I have many emails back and forth. Where this is known faulty products it should be a recall and all replaced at no cost to us.

  Business Response

  Date: 24/08/2023

  We do not have control over the manufacturer or optimizers. We are working with ******* to get support from ******. She is aware of the situation and appreciates our help. During our last conversation she expressed that she would be happy to remove this review as she is happy that we are working with her to get reparations from the manufacturer. We are doing everything in our power to support ******* and do not recommend any clients to use optimizers moving forward. 

• Initial Complaint

  Date:16/05/2023

  Type:Billing 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.

  Dear Sir/Madam,
  
  I am writing to file a formal complaint against Solar X Inc., a solar panel installation company located at **** * *** *** *** ******** ** *** ***, contact number ***** ********.
  
  I entered into a contract with Solar X Inc. in August 2022 for the installation of solar panels at my property. According to our agreement, the expected installation date was February 1, 2023. However, the company failed to deliver the goods or services by the promised date.
  
  Moreover, Solar X Inc. proposed an updated quote that was significantly higher than the original approved proposal, which further violated our agreement. The original cost was $27,518.00 (pre-tax), and the updated quote sent to me was $35,508.00, representing an increase of 29%. This drastic and unapproved cost increase was unacceptable and beyond the agreed terms.
  
  On March 31, 2023, I sent a formal notice of cancellation to the company due to their inability to fulfill the terms of our agreement and the unauthorized cost increase.
  
  Despite the clear terms of our contract, which state that I have the right to cancel the agreement if I do not receive the goods or services within 180 days of the expected installation date, Solar X Inc. has not honored this provision. Instead of processing my cancellation and returning my deposit of $1500 as per the contractual obligation, the company appears to be attempting to retain my deposit unlawfully.
  
  I have attempted to resolve this matter amicably and directly with the company. Unfortunately, my efforts have so far been unsuccessful.
  
  I kindly request the assistance of the Better Business Bureau in facilitating a resolution to this matter. I believe Solar X Inc.'s actions represent a clear breach of contract and an unjustifiable retention of my deposit. I hope that through your intervention, Solar X Inc. will honor their contractual obligations and return my deposit.
  
  I am happy to provide further details or documentation as required.

  Business Response

  Date: 31/05/2023

  The expected installation date referred to in the Purchase and Sale Agreement is exactly that, an “expected date”, not a promised date, as misunderstood by the client. The contract further provides that Solar X has 180 days from the expected installation date to provide the goods and services. Since the expected date in the contract was stated to be Feb 1, 2023, the 180 days has not yet elapsed and, in any event, would not include any delay caused by the client. 
  
  The client signed the Purchase and Sale Agreement for a 10.08 kW sized solar system which was projected to offset 75% of the home’s energy from solar.  Following the site inspection, the client requested to see a design with an increased system size to offset a higher % of energy from solar. This is when the client was presented with a more expensive option for a larger 13.20 kW sized system offsetting 84% of the home’s energy from solar. This was the sole reason for the increase in price from the original. When the larger 13.20 kW size system, offsetting 84%, was rejected by the client, Solar X provided the client with a comparable sized design to the original and honoured the original price in the contract. Subsequently, the client refused to approve any final design despite being offered numerous different options, thereby causing unnecessary delay to the project. The client threatened to cancel if we could not provide 100% offset even though the contract was signed for a system offsetting 75%. 
  
  The Purchase and Sale Agreement states: ” All payments made to Solar X Inc. are non refundable. Exception will be made for deposits on solar systems where one or more of the listed conditions occur: 
  Client does not receive financial approval
  Client is not approved for Net Metering
  Client is not approved for applicable rebate
  Client’s home fails site inspection”
  None of these conditions were met by the client in this case so the refund request could not be accommodated. 
  
  Solar X has not only provided the client with a comparable sized system design at the original cost in the contract with upgraded solar panels, but has also offered to substitute the original inverter for a new and more expensive upgraded Hybrid Inverter at no extra cost. We offered this due to the client’s previous stated interest in having a battery ready inverter for the future which we did not have available at the time the original contract was signed. This was a genuine attempt by Solar X to go above and beyond to meet all of the client’s solar needs. Although the upgraded equipment we offered to substitute is more costly for Solar X to procure, we still kept the original pricing for the client as a gesture of good faith and in a genuine attempt to bring the matter to an amicable resolution. This was all communicated to the client clearly in an email dated April 12, 2023. 
  
  All of Solar X’s sincere attempts to resolve this matter with the client have unfortunately been unsuccessful and the client continues to insist on a refund which contractually has no merit.   

  Customer Answer

  Date: 31/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Certainly, here's your message revised for a more formal
  tone:
  
  "Complaint: ********
  
  I reject this response for the following reasons:
  
  The assertions made within the response are inaccurate, as
  outlined by the points listed below:
  
  After the contract was signed, a site inspection was
  conducted. According to the words of the project manager, my house failed the
  inspection, and the project could not be installed as originally described.
  This is evidenced in the email message shown below:
  
  -----------------------------------------------------------------------------------------
  
  On Oct 6, 2022, at 1:06
  PM, ***** ****** ******************** wrote:
  
  Hi *******, hope you are well! It appears after
  the site inspection, the proposed system will not fit. I have been informed
  there is also an additional $2500 with you having a very steep roof.
  
  Kindly let me know if you are ok with this or if you would like to
  cancel the project.
  
  A 0% loan and $5000 rebate currently available,
  offsetting any amount of your home's energy would make a big difference in your
  energy costs.
  
  Best regards,
  
  ***** ****** * ***** **********
  ***** * **** * *** *** ******* ******* ***
  ***** * ************** * ******
  ***** * ************** ***** **** * *******
  ***** * ************** ***** **** * ******** ******
  ***** * ************** ***** **** * *******
  **********
  https://***************************
  Hear why Solar X clients go solar!
  --------------------------------------------------------------------------------------------------------------------
  This situation directly fulfills the cancellation clause
  noted in the company's response (item 3.2 of the contract). The opportunity to
  cancel the contract was even presented to me in *****'s reply.
  
  I had supplied the building plans for the house, containing
  comprehensive details about the roof size and its incline, prior to the
  creation of the proposal and the signing of the contract. I have all email
  communications documented, and I am compiling a complete timeline of events in
  case it becomes necessary to escalate the issue.
  
  In an email following that of *****'s, his manager/owner
  attempted to offer alternatives which either fell short of the power capacity
  originally discussed or were presented at roughly the ***e price.
  
  "Hi *******,
  
  I'm stepping in here to
  provide some clarity on your project as your PM (***) is away. A steep roof is
  considered anything over 10/12. Please let me know what time is best for a
  call, ill be happy to jump on a call with you and discuss your project so we can
  move forward and submit the application for net metering.
  
  Best Regards,
  
  Learn How Net Metering
  Works Here!
  ***** ** * ******** *********
  
  The proposal immediately suggested following the
  aforementioned communication had the following terms:
  • System Size: 8.64 KW (the proposal used for the contract
  was 10.08 kW)
  • Estimated energy generated by solar: 65% (the proposal
  used for the contract estimated 80%)
  • Cost of $26,006.40 (the proposal used for the contract was
  $27,518.00)
  The calculations are evident: with a decrease in cost of 5%,
  the power generation decreased by nearly 15%.
  I rejected such modifications. As I expressed to ***** at
  the start of our discussions, I had two primary objectives. The first was to
  offset the energy for the house considering my annual hydro bill, which I
  provided to them, with the addition of an electric vehicle in the upcoming
  years. I offered the example of a ***** ***** * driving 100 km daily. The
  second goal was the capability to remain powered on in case of a power outage
  (merely the capacity to attach batteries—they were not required to include them
  in this proposal).
  There were many other amendments that failed to keep the initial
  goal.
  In the interest of fairness, I was prepared to accept the
  installation as long as they adhered to the terms of the original proposal
  regarding the final cost and power generation.

  
  Despite having the results from the site inspection and all
  the necessary technical details, they failed to provide any comprehensive
  documentation that included the full scope of work, models, brands, and
  location of installation. While I acknowledge Ms. *.'s attempts to adhere to
  the original technical specifications (in terms of power and requirements), I
  do not sincerely believe, after more than six months of inconsistent and
  technically lacking proposals, that they possess the requisite expertise to
  deliver a product that would meet the requirements.
  
  Furthermore, in relation to solar power, energy generation
  is accrued during the warmer months to offset usage during the winter. Given
  that we are already in June, I do not anticipate that the installation could be
  completed early enough to make this offset feasible. This will likely incur
  additional monthly costs for me, as I will be required to pay the loan for this
  project on top of my utility bill.
  
  When I sent the cancellation notice on April 30th, I
  clarified that we could continue discussions to find a suitable project, but
  that I would also be seeking quotes from other vendors. As such, due to its
  technical infeasibility, as detailed above, the original agreement we signed is
  no longer valid. That is the crux of this complaint. Their refusal to refund my
  deposit even after fully acknowledging that I had the right to cancel.
  
  Sincerely,
  
  
  
  ******* ***** **********

  Business Response

  Date: 27/06/2023

  The client never “failed” the site inspection. The system design simply required some adjustments consistent with the actual roof measurements taken on site inspection. It is common for the final design to vary somewhat from the original. When presenting the client with a final design, we attempt to come as close to the original design as possible. The client refers to only one of the system sizes that was presented, when in reality there were many. The client even asked us to increase the size of the system beyond the original size at one point. 
  
  Ultimately, the best design option recommended to the client was a 9.90 kW size system  which was considered to be comparable in size and production to the original (the original being 10.08 kW). We offered this design for exactly the same cost as the original and we even went above and beyond by including (at no extra cost to the client) upgraded 550W solar panels (instead of 480W solar panels) and an upgraded battery-ready hybrid inverter (which is what the client stated was one of his original objectives). In addition, in honouring the original cost, the steep roof fee was inherently absorbed and eliminated.
  
  The email from ***** that the client references has been misinterpreted. When ***** asked if the client would like to cancel the project he was only referencing whether the client wanted to cancel because of the steep roof fee. This has since become a non-issue as it has now been absorbed fully into the original cost of the project. 
  
  It is noteworthy that the client’s first request to cancel the project came on March 31, 2023, not right after *****’s email in October, 2022. In fact, following *****’s email, the client continued to request additional edits to the final design, some of which, as already mentioned, were to actually increase the size of the system. After putting the Solar X team to considerable time and expense redesigning the solar system over and over again, all of the designs were rejected by the client, even the one that was most comparable to the original in cost and size. It became apparent at this point that the client was looking for an excuse to cancel where there was no valid reason pursuant to the contract.
  
  The client says in his response that in the interest of fairness he was prepared to accept the installation as long as the terms of the original proposal were adhered to regarding the final cost and power generation. However, the client does not honour his own statement as Solar X has in fact met those expectations with the 9.90 kW design currently being proposed at the same original cost. 
  
  Any delay in the project progressing to installation has resulted from the client’s refusal to choose a final design to proceed with and was not caused by Solar X. 
  
  Solar X would still like to complete this project for the client if he is willing, failing which, the client’s $1500 security deposit must be forfeited as no valid reason has been presented by the client to cancel pursuant to the terms of the contract (as outlined in our previous response).
  
  

  Customer Answer

  Date: 12/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The claims made within the response are incorrect, as detailed below:

  The contract we agreed upon explicitly defines the terms and conditions of our agreement (*** ********* **************************). The terms of this agreement's validity are specifically based on the price and power as outlined in "Section 2". Any alteration to these terms would necessitate an amendment to the contract. When it became evident, as formally stated by ***** (*** ********* ***** * * ******* *****), that the contractual conditions outlined could not be fulfilled, it is my understanding, in accordance with Ontario and Canadian laws, that such circumstances render the contract void.

  While I have a keen interest in solar energy, I have yet to receive a satisfactory proposal since my cancellation request in April. Despite a new proposal received from Solar X, I have repeatedly requested a complete and qualified proposal, which to date has not been received (*** ********* *** **** ***** ****** ******). I believe we can all agree that the attached PDF does not fulfill these criteria. Consequently, I cannot confidently approve anything, as the lack of clear data increases the risk of further unwelcome surprises.

  Therefore, I respectfully request the following from the business: Provide me with a properly formatted commercial proposal that adheres to the power and generation capacity as per the original contract (including placement). This proposal should deliver on the promises made during our initial discussions in spring 2022.

  If this cannot be provided, I kindly ask that you cancel the contract and refund my deposit.

  In all my communications with Ms. *. and within this platform, I have consistently requested a comprehensive proposal, yet I have not received one. It is my understanding that Solar X is failing to provide clear and concise information, given that they unilaterally altered what was specified in the contract. It is my right to accept or reject these changes.
  

  Thank you for your attention to this matter.

  Sincerely,
  
  
  
  ******* ***** **********

• Initial Complaint

  Date:28/03/2023

  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.

  On May 28, 2021 I signed a contract with Solar X for $22,389.15 with an expected installation date of Aug. 28, 2021. The system was not installed until April and Solar X claimed that the installation was finished on Apr 4. On his final visit the installer said that he had run out of ******* ***** but would be back to finish the job. In June I noticed a lot of pigeon activity.
  I contacted Solar X. On June 17 I received an email from Solar X "I can also confirm that the ******* ***** has been completed."
  The pigeon problem continued and I had a drone sent up to take pictures which showed the ******* ***** was not properly attached in some areas and completely missing in others. Solar X replied on Aug 23 "I've spoken with the installer who confirmed that he meant to follow up and return to the site. He is aiming to return to fix these items as soon as he can within the next upcoming weeks".
  On Oct 24 I received this email from Solar X "I've spoken with our contractor who confirmed that this is on the top of his queue for scheduling and I will follow up to get a firm date set by the end of this week."
  On Nov 15 I received this email "Our team is working on sorting out a few items such as the scaffolding which will be needed for the steeper parts of the roof." This was the first mention of scaffolding.
  Before sending me a quote for the entire job, they sent two different installers who stood with me in my backyard and neither said the roof height was a problem. The next email said the installer would return and fix the loose ******* ***** but I would need to give them an additional $2000 +tax (later reduced to $1470) to finish the areas where the contractor had run out of materials.
  They promised in the initial contract that this was 'all-inclusive pricing' and I do not feel I should pay more money. I want them to finish the ******* ***** around the entire array and remove the nest which would not be there had the job been finished.

  Business Response

  Date: 12/04/2023

  Dear valued client, 
  
  We apologize for the inconvenience and frustration you have experienced with the installation of your solar system. We understand that the delay in installation and the issues with the ******* ***** have caused you a lot of inconvenience, and we want to make things right.
  
  We appreciate the effort you have put in to bring these issues to our attention and for providing us with detailed information about the problems you have encountered. We acknowledge that there have been delays and communication breakdowns, which have contributed to the current situation. However, we are committed to resolving the issue, and we assure you that we will do everything in our power to make things right. 
  
  We have always agreed to cover the cost of any necessary materials required to complete the job as per our original agreement. However, the steep roof fee was not included in the original agreement and we cannot forgo this additional fee as it is used to provide a lift for our installers to satisfy health and safety concerns associated with working on steep roofs as we have mentioned in the past. We are, however, willing to further reduce the labor costs to best accommodate you. 
  
  We understand that you are frustrated and do not feel that you should have to pay any additional charges. We want to assure you that we value your business and are committed to finding a solution that meets your needs and expectations. We will work with you to find a fair and reasonable solution that takes into account the additional costs for working on a steep roof while trying to keep the overall costs to a minimum.
  
  Thank you for bringing this matter to our attention, and we appreciate your patience and understanding as we work to resolve the issue.

  Sincerely,

  Solar X

  Customer Answer

  Date: 17/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there is a lack of detail in the
  response.  I need a specific price and exactly what will be done for that
  price.
  If you look at the attachment "Solar X quote to finish
  job" I did agree to contribute the $300 asked for in the quote to pay for
  the lift.  To show my good faith, I will also pay $120 for the pressure
  washer.  I do not feel I should pay labour or travel time as I was
  promised for months they would be back to finish the job.  There was no
  communication about a lift being needed from April until November.
  ******** ******* *** * *** *** ****** incomplete work
  that was reachable by the installers as shown by the fasteners at either end of
  the array but I'm being asked to pay $345 in travel time for them to finish a
  job under warranty.  Also, the height of the roof was known as this
  installer paid a site-visit to my yard prior to the final quote being
  given.  I am sorry he did not tell you that the roof was taller than his
  ladder, but you promise "Up Front & Honest All-Inclusive Pricing"
  ** **** * ** *** ******** ********.
  At the moment the magpies have been taking pigeon eggs out of the nest and
  smashing them on the patio below.  Please come and fix this before more
  eggs are laid.
  
  
  Sincerely,
  
  
  
  *** *********

  Business Response

  Date: 13/06/2023

  Solar X has resolved this issue directly with the customer by providing a roll of ******* ***** and j-pins for her to schedule the work with a contractor of her choice. Solar X has also agreed to reimburse the customer directly in the amount of $500 to be sent via Interac e-transfer. The homeowner confirmed that they will have a third party contractor remove the birds nest and fix any areas with missing ******* *****. 

  The materials have been delivered and the homeowner to which the homeowner has confirmed receipt. The refund is expected to be processed today. 

  The customer agreed that this solution would bring this situation to a close and that they would end the BBB complaint upon completion.

  Customer Answer

  Date: 14/06/2023

  
  
  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:23/11/2022

  Type:Service or Repair 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 spent $1,500 for Solar X to come to my home and create an accurate estimate of the type of solar array they could install for me. They then requested a 66% deposit to install the system. So I sent just over $21,000 to them in June 2022. The system was meant to be installed by August 15th but after "ordering the materials" three separate times over the course of three months, the materials finally arrived in October. It was supposed to by installed the same day as delivery but it was not installed and I was left in the dark as to why for several weeks. They then tried to rush me into accepting a new system layout that would have been northfacing and shaded. Saying if I could approve the same day that the install could happen that week. I refused. We talked about putting in a smaller system but at this point the employees all started giving me different and conflicting information, did not show up to an on-site meeting that we had planned because someone "forgot their ladder". I never signed off on the new, smaller system because by now it has been 9 months in bed with this company. It is clear I do not want people who cannot measure a roof to install a system on my house. They want to charge me to recover the equipment they delivered and it is still not clear to me when I will be getting a refund, or if I will need to escalate this issue further.
  
  They have blocked me on ******** when I left a shorter version of this complaint, very nice. I have emailed every contact I have from the company and called many times. They appear to have blocked my phone number as no one answers the phone.

  Customer Answer

  Date: 24/04/2023

  Hi, I'm writing about complaint# ********. I just want to let you know that thanks to your hard work, my issue has been resolved. Solar X issued me a refund for the full amount of 20,000 (ish). Thank you for your help! *********