Hi Shaunak, thank you for your kind feedback! We're thrilled to have you as part of the Polaron family. It’s wonderful to hear that you found the service quick, accommodating, and affordable. If you ever need assistance, we’re always here to help. Enjoy the benefits of your solar system! 🌞
Solar is more affordable than you think.
Hi Nick, thank you for sharing your detailed experience! It’s great to hear that you and your wife found solar to be a smart, long-term investment and that Polaron’s communication kept you well-informed throughout the process. A regional account manager is a valuable suggestion that we're happy to have shared with the team. We agree that it could definitely enhance the customer experience, which is always one of our top priorities. We're glad you're happy with the installation and the efficient work from Polaron. Wishing you many years of energy independence and savings!
Hi!
Thank you for sharing your thoughtful experience! It's wonderful to hear that Polaron's team made the process smooth and that the investment feels worthwhile, especially with the benefits of long-term, stable power rates. We’re glad the technicians left a positive impression. If you ever need assistance or have questions, Polaron is here to help!
Installation was good but sales person never told me everything I needed to know
Hi! We're sorry to hear about your experience. We understand selling your home can be a stressful process and we will always try our best to make the contract transfer to the new homeowner as smooth as possible. From our records, we were in communication with you last October when you sold your house. We requested that you send the necessary contract documents to the new homeowner and have them return the signed copy to us so we could complete the transfer. We did receive confirmation from you that the new homeowner sent the documents, however, upon review our team never received an email with the signed copy of the documents, despite multiple searches. We communicated these issues with you from November of last year to February of this year. We then requesting the new homeowner's contact so we could follow up with him directly and asked you to confirm which email address the documents were sent to as we still had not received anything. We received his contact email in late January and proceeded to directly send the new homeowner the contract documents. After not hearing back, we followed up again with them twice in February. Since then our team continued to attempt emailing and calling the new homeowner. As we could not complete the contract transfer without the required documents, the contract and payment remained under your name. We do apologize for any stress caused, however there was nothing we could do until the contract could be officially transferred over to the new homeowner. Since the house was sold last October, we made numerous attempts to acquire the documents needed to complete the transfer. The new homeowner emailed our team July 2nd and we completed the transfer by July 3rd as soon as we got the signed documents. We sent over the remaining balance to the new homeowner and started his lease payments the following month.
Good product, Horrible Service
Hi! We're so sorry to hear this! We strive to provide our customers with top quality service at every stage of the process. We would like to look into this for you immediately. Do you mind emailing us some more information and your project address to marketing@polaronsolar.com? We take our customer's questions and concerns extremely seriously and would like to do our best to earn back your trust. We hope to hear from you soon
Hi Veronica, thank you for sharing your experience! We're delighted to hear how satisfied you are with Polaron’s service and the seamless communication through the customer portal. It’s great that the team kept you informed every step of the way, and we’re glad you’re enjoying the daily production updates. Our battery program is now officially live and we're happy to assist with more energy projects!
Hi Frank, thank you for your kind words! We're thrilled to hear you're happy with the installation and service. We’re excited for you to start enjoying the savings. If you need anything in the meantime, feel free to reach out!
Kept and didn't return initial fee
Hi! Thank you for sharing your feedback. We're sorry to hear about your experience. We would like to clarify where the initial permit fee you provided is going. Although we understand you're not continuing with your project, Your permit fee is covering the cancellation fees for the work we already conducted on your project. Besides that amount, we did not request any more money for the process. The amount covers the cost of services that include your site visit and assessment report, which we completed. This amount and stage is outlined on the purchase agreement that was signed, which our specialists highlighted as well before we started working on your project. We always want our customers to be aware of any potential fees, as we understand this is a large project.
We'd also like to mention that the fee you paid for the energy assessment was not to Polaron. An initial energy audit is required to be conducted if you plan to apply for the federal loan. This needs to be done with an auditing company, which isn't a service we provide. The money for this goes directly to the auditing company. The site assessment that we conduct is a different visit for our technicians to survey your property and ensure it's ready for solar. If you have any further questions, please feel free to reach out to us. Thank you
Good start, terrible follow through
Hi! We're sorry to hear this and definitely understand the importance of quick responses, especially regarding questions about new systems. We want to hopefully clarify these production numbers to provide some peace of mind regarding your system.
The 10.1kW size shown in your proposal is referring to DC size. On the other hand, the production numbers you're seeing on your monitoring app and inverters are in AC size. It is very standard to have a bigger DC/AC ratio (around 1.25) in order to fully optimize your inverters for a longer period of time throughout the day. Your panels only work at maximum peak capacity for a short amount of time during the day. If panels and inverters were sized the same, your inverters would be under-utilized the rest of the day, which would mean less power. Having that bigger ratio allows your inverters to be working at capacity for a longer period of time and producing more energy during the mornings and evenings. Therefore, you are producing more power during the other times of day when the sun isn't at its peak.
Please rest assured this means the predicted kwh hours we provided on your initial proposal is still accurate. From our records it looks like the estimated yearly production amount is 11,295 kwh. Since your system was turned on in December, you've produced 7,192.32 kWh in less than 8 months. You are on track to meet these annual production projections by the one year mark of your system.
We hope that helps! Of course if you have anymore questions, please feel free to let us know
Having launched in 2013, and since weathered numerous provincial policy and regulatory changes that have threatened the industry, Polaron has endured as the largest residential solar company in Canada—with over 12,000 installs across the nation.
Operating locally in British Columbia, Alberta, Ontario, Nova Scotia, and PEI, we offer all-inclusive packages that include design, financial planning, installation, and professional maintenance.
Our dedicated team works tirelessly to ensure that each step of the process gets completed with care and precision. You get the best quality solar panel system as well as maximum savings, thanks to our innovative program that makes solar more affordable than ever.
