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:17/11/2025

  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.

  I contracted with Xolar in January 2025 for a whole-house grid-tied solar installation of 27 roof-mounted panels and GroWatt battery at a cost of $43,795.05. I made the down payment on January 26 2025. The amount was paid in full on April 3 2025. Xolar provided a timeline indicating installation would be complete within ***** weeks from the down payment. I took out bridge financing at 10.2% interest to cover the gap between ***************** of the $40,000 Canada Greener Homes Loan for which I was approved. Xolar did not immediately schedule installation on payment as promised. Installation did not begin until September. The final panel was delivered broken, and I was promised that a new panel would be delivered & installed by the end of September. It is now November 17 2025, and snowing. Solar panel installation is not complete. The GroWatt battery has not been installed. Xolar is stalling and only communicates to make excuses. I am now seeking quotes from other contractors to complete the project. I am also seeking indemnification from Xolar for the interest I am paying on the bridge financing.

  Business Response

  Date: 17/11/2025

  Thank you for sharing your concerns.

   Were very sorry for the delays and the frustration youve experienced.

   Regarding the interest youve incurred on bridge financing, we understand why this is a concern. We are reviewing the circumstances internally and will reach out directly to discuss what options we may have to help resolve this matter fairly.

  We appreciate your patience and want to ensure your system is completed to the standard you were promised. Please feel free to contact us directly through your project manager so we can coordinate the next steps.

  Please do not contract any 3rd parties to complete our installation - we are already doing everything we can to finish your project in a timely manner.

• Initial Complaint

  Date:24/07/2025

  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.

  In August of 2024 I was looking into solar panels for my new home. I had chosen Xolar Inc. . I spoke with ****** *******. She told me about the greener homes program through the government which I really liked cause we'd have 10 years interest free to pay off the panels. After speaking with her several times about not being currently employed due to my then dying mother and I that I feared not being accepted for the loan. She reassured me that if I made the deposit, it would be returned not a problem. So I risked nothing if I didn't get the loan. On September 20th I paid the deposit and signed the contract after she explained it. At NO POINT, was I told that I had 10 days after signing to change my mind or my deposit was lost. Come December when the greener homes rejected my application due to no employment. I contacted ****** and she stated at this time that it was too late cause I had signed the contract. I told her that's not what I had been told on the phone. She said that they could wait and the apply my deposit.I waited till after I signed my contract in January to reapply to greener homes, but because it was a contract they still could not accept me because it wasn't a permanent position. I once again contacted ****** to receive the same message. In May, I figured I could try getting a smaller system that cost less and try to find money for that. She sent me a smaller system that cost as much as the previous larger one.

  Customer Answer

  Date: 18/08/2025

  I've recently received an email from ****** ******* and another from *****. I was originally quoted a system for under 30k and ***** tried to tell me that it was over 42k. I've attached my response to his email. 

  Customer Answer

  Date: 26/08/2025

  Hi there, 

  Xolar has contacted me. They've decided to reimburse me. I have yet to receive compensation.  I will inform you once that I do. 

   

  Kindly yours, 

  ***

  Business Response

  Date: 21/10/2025

  The Customer told us that their application to the Greener Homes Loan program was rejected, which would be cause for them to be refunded as per our contract. 

  When a Customer is rejected by Greener Homes, all they have to do is provide a screenshot of the message saying that they were declined.

  We ask for evidence to show that they have been legitimately rejected before we issue their refund. This Customer never provided any evidence to us. No screenshot, no email from the underwriter.

  They asked us to change the design of the system as if they had planned to continue with the project, we incurred costs of engineering, site inspections, project management etc. 

  We invest time and resources into each project, so until the customer provides evidence of their rejection by the Greener Homes, we cannot issue the refund as per the terms of our contract.

  Their project is currently "on hold" in our system.  If you provide us with the evidence of your Greener Homes rejection, you will be refunded immediately.

  Customer Answer

  Date: 03/11/2025

  Xolar said that I didn't respond to their request for proof of the rejection of the greener homes loans, but I had responded as soon as they had asked. I forwarded the thread of my conversation with the loan officer on August 21st to ****** ******* in which she thanked me and said that they could move forward with the reimbursement, but that I would have to remove the complaint with the BBB. I have yet to see any money.

  Business Response

  Date: 03/11/2025

  *** only forwarded us the proof of decline from the Greener Homes Loan much later after we responded to her complaint.  In addition, we already reached out asking for her EFT to which she has not responded.  We are waiting for your banking details so we can refund you.

• Initial Complaint

  Date:04/06/2025

  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.

  I asked this company for a quote for solar roofing over 12 months ago. I took the initial call and we discussed options, none of which were financially feasible or that would result in a return of investment in power savings. I took another call from them a few weeks later and asked them do not contact me anymore. I have asked them to stop contacting me no less than 5 times and they continue to call and leave voice mails and text. I have blocked some of the numbers and I continue to get voicemail from them. They have not respected my request to stop contacting me and it is borderline harassment at this point as I get a new call from the every other day.

  Business Response

  Date: 21/10/2025

  The complainant is not a customer of ********************** **** he is a lead that requested a quote from us.

  Our CRM shows that we reached out to him multiple times to follow up about his quote request.

  The file shows that sometimes ***** would show interest, and sometimes say he wasn't interested, with long periods of simply not responding, creating confusion about his interest level.

  The mixed signals to our sales staff, resulted in them giving him the benefit of the doubt and continuing outreach over time.

  Eventually he was placed on the Do Not Call list at his request, and has not received calls since.

  At any time, if you would like to stop receiving calls from us, you can request for your information to be deleted by emailing us at *******************************************************

• Initial Complaint

  Date:07/05/2025

  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 bought solar panels from Xolar *** and they are supposed to install them on my house. The panels have been in my yard since Nov 14th and they are now not answering any phone calls. I set up a meeting to speak to them and they used the excuse that they needed 2 more weeks to hire a electrician. Now the company does not answer emails or scheduled phone appointments.

  Customer Answer

  Date: 17/05/2025

  I have heard from the company and they are rectifying the issue and my solar panels are supposed to be installed on the second week of June 

  Customer Answer

  Date: 28/05/2025

  This company has agreed to come in June to finish the job

• Initial Complaint

  Date:25/02/2025

  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.

  Aug 2024 Require our $5291.74 back.They required 15% down as First payment.Payment #2 was for 75%, from ************* Loan when installed and operational which we all agreed on. Jan 20, 2025 they requested that we make a a loan for $30,657.76 before they would even order the material, they gave no commitment dates for ordering, installing and system operational.They over charged on the Dual Lug meter base of $5000, where as other contractors were charging 1200 Over charged on the trenching for the cable of $3000, other contractors are charging $350 **************** there are two families that we have seen that loss about 7k each

  Business Response

  Date: 21/10/2025

  The customer reneged on our payment terms, refused to pay his invoice, we tried to offer a compromise which was refused, which resulted in the project being aborted at the forfeiture of the customer's down payment.  

  He was shopping around with competitors the entire time even after he had already signed an agreement with us and put money down.  Competitors convinced him to cancel with us by telling him how much cheaper they would do it for - we just received notice from NBPower that his system is online (since we are the one who submitted his application for approval).

  He abandoned his project with us and decided to go with the competitor instead, which is obviously against our contract with him.

  Our payment schedule is very clear in our agreement, which the Customer acknowledges agreeing to at the beginning.

  We didn't demand that he take out a loan to order the material.  He refused to follow the agreed-upon payment schedule, so we offered him to pay us through FinanceIT instead as a compromise, since they require the customer to sign a letter of completion at the end before they release the money to us.  This was our effort to problem solve for him, and help him feel secure that his investment with us was a safe one.

• Initial Complaint

  Date:12/02/2025

  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.

  Xolar panel installation December 16 : E-mail sent to ****** ******* to tell her we were declined by Greener Homes December 17: She answered she will forward me to finance department December 17: We answered and asked her our options December 18: She asked to see the e-mail that we didnt get approved December 18: We transferred the e-mail once January 6: Sent it again January 14, Sent it again January 16, she asked for a screenshot from Greener homes January 16, Sent the screenshot January 22, Asked for an update January 22, she told us she forwarded our information to ***** January 22: Meeting on the phone with ***** from FinSense mortgage, he told us we dont qualify so he will sent an e-mail to ****** to give us back our deposit January 24: asked for an update to *****, no answer January 28, since we got no updates, we told her that ***** sent her an e-mail to give us our deposit back January 28: She told us she will follow up with her manager January 31: Asked for an update, no answer yet February 10, called Xolar, no answer February 11, called Xolar, no answer February 12, called Xolar office, called *****, called ******* no answer whatsoever They ow us our deposit of 6445.52$ since I wasnt accepted for a Greener home loan

  Customer Answer

  Date: 05/03/2025

  Xolar finally sent back the money. Thanks

• Initial Complaint

  Date:07/02/2025

  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.

  Dear Better Business Bureau,I am filing a formal complaint against Xolar **** regarding a contract for solar panel installation and related services that has not been honored.Contract Details:I entered into a contract with Xolar **** for the following services: Installation of solar panels on my rooftop Upgrade of my electrical panel from 100A to 200A Installation of a furnace and heat pump The total cost of the contract was CA$55,188.14.Xolar **** advised me to pay the full amount upfront, promising to accelerate the work and complete it by November 30, 2024. In an effort to ensure timely heating for my family, I took out a bank loan to make the payment in full.Issues with Xolar ****: No work has been completed. Despite receiving full payment, Xolar **** has not started any of the agreed-upon work. Financial burden. I have been paying interest on my loan for a service that has not been delivered. Refusal of partial refund. Due to the delay, I had to hire a local contractor to install the furnace and upgrade my electrical panel. I requested a cancellation of these services and a partial refund, but Xolar **** has refused.Requested Resolution:I request that Xolar **** issue a partial refund for the canceled services (electrical panel upgrade, furnace, and heat pump) so that I can cover the costs of the contractor currently performing the work. Additionally, I urge Xolar **** to either immediately fulfill their contractual obligations regarding the solar panel installation or fully reimburse me for the undelivered services.I am seeking BBBs assistance in resolving this matter and holding Xolar **** accountable for their failure to deliver the contracted services.Thank you for your time and attention. I look forward to your guidance on the next steps.

  Business Response

  Date: 21/10/2025

  The Customer's address is in ****************, in a harder to service area.  We had a difficult time obtaining a contractor to do this job, as the quotes we were receiving from our contractors all included extremely high travel charges making the installation infeasible.  Eventually, we were able to obtain an installer to finish the installation.  Regarding the electrical panel and heat pump, the prices for these were all reimbursed to the customer and removed from the scope of our solar project with him.  We have been working directly with the customer and plan to come to a fair resolution with him directly.

• Initial Complaint

  Date:09/01/2025

  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.

  I signed the purchase agreement and paid and on July 23 a 75% deposit on the total invoice. They gave me a projected timetable of 5-weeks for install. They also assured me that they would handle all permits, net metering programs, and securing all parts before the installation was scheduled. On August 27, they attempted to install the panels, but the electrician left the site mid-way. Xolar claimed that the contractor was unqualified and the electrician told us that Xolar did not provide the correct equipment. Xolar then admitted there were missing parts, but did not clarify which parts and delivered the 'required' part about 3-months later. The second attempt of installation was on December 3. The disconnect was scheduled, but the electrician left about 1-hour in, as there were missing parts, again. I got Xolar to tell me what was missing, and I called 3 local suppliers who all had this part in stock and available (it was a panel shut off switch). It was again a case of Xolar saying the contractors were not prepared and forgot to bring the required equipment and the contractors explaining that xolar did not provide them with what they needed. Yesterday, January 8, 2025, a Xolar representative emailed me the Building Permit Application form. I called the city and they explained I was liable for installation without a permit and after a few minutes at looking at the site plans, I noticed they placed a panel on the legal easement of my townhouse and the neighboring unit. Not only that, the permit (I was told) would be approved before any installation, but the panels were installed August 27, 2024 and they haven't even submitted a building permit. I have asked them to stop the project until they answer some of my questions, like why they walked me through their process, but following through on very little, why they are asking me 5-months after the installation to sign a permit application and other variances' within our purchase agreement. No response.

  Business Response

  Date: 21/10/2025

  The building department was not aware of the easement he is referring to, to this day as far as we know the easement has always been part of his property, and so is not a problem with placing the solar panels there.  Regardless of that, any changes to the placement of the panels the customer wished for could have been made, had he allowed us to. 

  Unfortunately, because the customer refused to authorize us as his agent with the building department due to his grievances about the project timeline, we could not obtain the building permit and so received a stop-work notice.  We contacted the customer many times asking him to sign the paper authorizing us with his building department so we could finish the job, and he refused every time. 

  To reiterate, we were ready and willing to rearrange the panels to any position the customer wanted to make him happy, and yet he did not allow us to. All the he-said she-said the Customer is citing in their complaint between our electrician and project manager about why the installation was delayed ultimately doesn't matter because we were prepared to finish the job, and he didn't let us.

  To clarify about the building permit, we had initiated the permit application process, the structural engineering review of the planned installation was already done, but we needed the client to authorize us as his agent to request a permit with the city for his property, which he refused to do.  Therefore the municipality issued a stop-work order on us and we couldn't complete the work until he authorized us to.

  He has since informed us that he hired another company to come in and finish our installation using our materials and equipment, which explains why he refused to let us finish the job.  He never finished paying us, and there is still a balance outstanding.

  There is currently a court action in place against this customer for him to finish paying us.

   

  "I signed the purchase agreement and paid and on July 23 a 75% deposit on the total invoice. They gave me a projected timetable of 5-weeks for install. They also assured me that they would handle all permits, net metering programs, and securing all parts before the installation was scheduled. On August 27, they attempted to install the panels, but the electrician left the site mid-way. Xolar claimed that the contractor was unqualified and the electrician told us that Xolar did not provide the correct equipment. Xolar then admitted there were missing parts, but did not clarify which parts and delivered the 'required' part about 3-months later. The second attempt of installation was on December 3. The disconnect was scheduled, but the electrician left about 1-hour in, as there were missing parts, again. I got Xolar to tell me what was missing, and I called 3 local suppliers who all had this part in stock and available (it was a panel shut off switch). It was again a case of Xolar saying the contractors were not prepared and forgot to bring the required equipment and the contractors explaining that xolar did not provide them with what they needed. Yesterday, January 8, 2025, a Xolar representative emailed me the Building Permit Application form. I called the city and they explained I was liable for installation without a permit and after a few minutes at looking at the site plans, I noticed they placed a panel on the legal easement of my townhouse and the neighboring unit. Not only that, the permit (I was told) would be approved before any installation, but the panels were installed August 27, 2024 and they haven't even submitted a building permit. I have asked them to stop the project until they answer some of my questions, like why they walked me through their process, but following through on very little, why they are asking me 5-months after the installation to sign a permit application and other variances' within our purchase agreement. No response."

  Customer Answer

  Date: 23/10/2025

  Complaint: 22791584
  
  I am rejecting this response because: Please see attached legal documents.
  
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 23/10/2025

  The customer breached their contract with us and hired another installer to finish our installation using our equipment and materials (solar panels, inverters, racking etc.).

  The customer never finished paying us for it, so we still retain ownership over the materials that have been installed on their home.

  Excerpt from the contract:

  8. OWNERSHIP. The Customer agrees that ********************** *** retains ownership of all equipment until the monetary balance is paid in full. Once the

  balance is paid in full, equipment ownership is automatically assigned to the Customer.

  They have completely disregarded their contract with us, and the matter is being escalated to a court proceeding.

• Initial Complaint

  Date:04/12/2024

  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.

  I was looking for someone to install a new battery and inverter and connect it to an ATS. I hired this company and they had issues with the electrician they hired so they let him go and since then no one returned to my home to finish the job. They&#**;ve texted me saying they will be coming and then no one shows up.

  Business Response

  Date: 21/10/2025

  The Customer hired us to install a battery for him which he had purchased himself, which we agreed to do for a small amount given the limited scope.

  The Customer did not have full knowledge of what was all required, and needed us to also install his inverter, which was not part of what he paid for but we did it for him anyways.

  The equipment he purchased for us to install turned out to not be CSA certified, and therefore could not pass the electrical inspection, and had to be replaced.

  Unfortunately, we could not come back to install his new equipment for the same price, and the customer did not want to pay any more, so there is nothing further we could do.

  This was all explained to the Customer. This is a cautionary tale for homeowners looking to DIY, the importance of doing proper research and consulting professionals.

• Initial Complaint

  Date:17/10/2024

  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.

  I entered into an agreement to have Xolar *** Install Solar on my roof as well as a 10kw battery back up system. It has been an uphill battle for them to complete the system. It has taken more than 3 months for them to install the system and as of right now the system is still not working 100% as it was designed to. The battery is still not working and every time the power trips my power remains off until I have to manually turn it back on. This is ***redibly frustrating.I highlighted this issue in August 25th and the severity of the issue. S***e then they have yet to rectify this issue and I still do not know when this will be solved.The loss of power has resulted in my fridge being defrosted and all the contents been discarded. This was around $500-$800 worth of food ******** roof vents were also damaged and I have yet to have this resolved.

  Business Response

  Date: 21/10/2025

  The customer's concerns were all addressed privately and his system was installed last year, he wrote to us recently at the end of his free protection plan trial to say that his system was performing well.