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Business Profile

Solar Installation

Canadian Solar

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Canadian Solar's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:03/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 2021 I had solar panels 32 I believe installed on my roof my union electrical shop with a solar division they installed all working good. One day last year I noticed a panel wasnt producing like the others. The next day the electrical Company called me and they noticed an underperforming panel and want to come look. Of course I agreed and they found a bad panel. They proceeded to file warranty claim as my system has 25!year warranty. Took them a bit back and forth with Canadian solar and they come back with they said this failed under the limited warranty which I thought was oddd as I paid for. A warranty not limited warranty. After more back and forth the the electrical company stated they were told this panel type is no longer made. Which I contested I have a 25 year warranty and what to do for the next 20 years. My issue here is I paid somewhere in the cost of my install a lifetime warranty that is not being backed my the manufacturer. Kinda like. A bait and switch. As Im sure I am not thebonly one sold on a product with the backing of the warranty. I would like to know what Canadian solar plans to do it rectify any issues I may have in the future.

      Business Response

      Date: 04/04/2025

      Canadian Solar stands by its products and its warranty.Canadian Solar was contacted when a single panel out of the whole array was not producing. Canadian Solar affirmed the warranty claim. As a result of Canadian Solars continues innovation the original panel type was no longer available as a replacement. As permitted under the warranty, Canadian Solar offered a cash remedy as an alternative, which was originally accepted but the owner later rejected. It is unfortunate that an issue arose with a single panel; however, Canadian Solar fully complied with its warranty obligations.

    • Initial Complaint

      Date:09/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 2019 we had a solar system installed by ******************** and Solar. He installed Canadian Solar panels that have a 10 year product warranty. I have never had any issues with the panels until recently (been 5 years) and have never previously made a warranty claim. I recently noticed that one of the panels had shattered from a possible hail strike over the summer. My panels are not near a main roadway, are in a grassed in area and I never mow directly in front of them (and no rocks in that area anyway). When I noticed the shattered panel I requested warranty repair from my installer. He contacted Canadian Solar and the tech support person at Canadian Solar (***** ******) simply denied my warranty request since something hit it. These panels are supposed to be able to withstand hail so in my opinion this should 100% be a warranty claim and it is simply one panel. I have never made any previous warranty claims and hopefully I won't have to again over the next 4.5 years. I find it very frustrating and confusing that a company offers a 10 year warranty but then makes every excuse to not honor that warranty. I have attached pics of the original quote from my installer from 2019 showing the panels have a 10 year warranty, and a 25 year power output warranty (although I'm not sure they will honor that either), and I included 3 pics of the panel, the panel area and one from a distance showing the yard they are in (grassed).

      Business Response

      Date: 10/07/2024

      Canadian Solar stands by the quality of its products and its warranty, which excludes damage caused by external events not related to a manufacturing defect. This is standard in the industry. It is unfortunate that an unknown event involving unknown objects striking his solar panels caused damage, but we recommend that such claims be directed at insurance coverage.

      Customer Answer

      Date: 10/07/2024

       
      Complaint: 22301319

      I am rejecting this response because:
      Your solar panels advertise a certain strength to withstand strikes from external objects (such as hail), however, then when hit with a large hail stone suddenly its not under warranty.  Im not sure what good a 10 year warranty/25 year power production warranty is if you wont even help replace one panel after 5 years. At this point I was hoping your company might offer to get a replacement panel (since my model seems to be sold out online) to my installer maybe at a reduced cost to assist a customer of your product. 
      Sincerely,

      ***** ******

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