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:05/29/2025

  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.

  We started the funding process in October 2024 and was setup for installation December 2024. It is now May 2025. Better Earth's project managers do not keep you updated or communicate honestly at all. All this company did was have their roofing contractor come to remove tiles from our roof for the installation. Nothing else was done. The tiles were left stacked on the rooftop of our garage. We voiced our concerns on numerous occasions, but to no avail. Earlier this year in January, gusty winds caused a couple of tiles to slide off the roof and damage our outdoor heater. We advised Better Earth, but their only response was that they would pay for it and the tiles remained. We were passed on to two different project managers, ****** and ******. Meanwhile, March 2025 we had a huge earthquake and needless to say, the tiles came crashing down, destroying our patio furniture. We contacted ****** who was able to get the roofing company to come clean up the mess and take pictures. Shortly thereafter, we received an email from funding that our loan had been canceled because six months had gone by without the project starting. ****** advised us that we need to reapply and rerun credit, which is not what we wanted to do. We were then assigned to Escalation Manager ******. We requested that the roofing company come back to put our roof back together, compensating us for the broken tiles and damaged property. The response we got was that we somehow owed them $8500 and the only way they would reimburse us for anything was for us to continue with the project! We responded asking for them to reconsider their mistake. No one has responded to us. This is how our experience has been with this company. Their lack of care and consideration for us as the consumer, the poor or non-existent communication is just unbelievable and unprofessional. Why would we want to continue the project with this company after all the problems they have caused and their lack of accountability???

  

  Business Response

  Date: 06/19/2025

  To whom it may concern, 
    For the solar project under the name Tutram Boger, we have run into a force majeure event where an earthquake shook off some tiles while our subcontractor was working on their roof. These tiles crashed on the ground, and damaged some outdoor tables. In our contract, we make homeowners aware that we are not responsible for these types of events, but we did send the subcontractor back to clean up all of the broken tiles. 
  
    Now, the homeowner has lost all trust in our company and refuses to let us move forward. They are demanding that we cancel the project, but we have already spent $8500 on subcontracting work for their roof. The homeowners are also demanding that we pay for their damaged tables, amounting to around $1920 in reimbursement they are seeking.
   
    We’ve presented the homeowners with two options to move forward… either allow us to continue the project and we will reimburse them for the damaged tables (even though our contract explicitly states Better Earth is not responsible for force majeure event damages). Or we will cancel the project, but will send the homeowner a bill for the completed roof work done by our subcontractor (minus the damaged tables amount). So the homeowners could cancel and receive an invoice for $6580.
  
    At this point, the homeowners are refusing both routes, and believe we should pay them for the damaged tables AND fully cancel the project, which Better Earth does not intend to do, as that would not only cost Better Earth nearly $10,000.00, but we are also not contractually obligated to do so. 
  
    We remain committed to working with these homeowners and finding a reasonable solution so that we can reimburse them for damaged items while also completing this project.
  
  

• Initial Complaint

  Date:05/22/2025

  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.

  Purchased a solar system cash. Was promised that they will add additional panels if I needed to produce more. I've left 5 messages over the last 2 to 3 month and no response. I'm paying over $2000 a year in electricity costs. Not what I was sold on. Electricity cost are supposed to be minimal according to the sales person. It would cost a lot more money to hire a different solar company and it would not be included in the same warranty which will cause issues down the road with who is responsible for what since they would be adding to an existing solar system.

  

  Business Response

  Date: 05/22/2025

  Hello *******!

   

    Better Earth strives to fulfill every promise made in our contracts and warranties, and we would love to learn more about your project and what was promised to you from your sales representative. We will have someone from our customer service team reach out immediately to discuss any possible resolution path here. Thanks for bringing this to our attention and we will talk to you soon!

   

  -Better Earth

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint against: Better Earth, Inc.Nature of Complaint: Breach of contract and non-payment ?Details of the Complaint:In March 2025, our company entered into an official ************** with Better Earth. According to the agreement, Better Earth committed to paying us within 23 business days after receiving customer payments.However, as of today, it has been more than two weeks since Better Earth received payments from customers tied to our partnership, and we have still not received the corresponding payments from them. Despite repeated follow-ups, they have delayed payment with various excuses.Worse, their entire team has now ceased responding not only regarding the outstanding payments but also in relation to customer service and support for ongoing projects. This abrupt lack of communication and support has severely disrupted our operations and caused reputational damage with clients who expect post-installation service and follow-up.We have made multiple attempts to initiate dialogue and resolve the issue amicably. Unfortunately, we have received no meaningful response. As of now, we have sent Better Earth a formal legal notice and are preparing to escalate the matter through legal proceedings if no resolution is reached.?Desired Resolution:We request that Better Earth:1.Immediately resume professional communication and schedule a formal meeting with us.2.Provide a clear and timely resolution plan.3.Settle the outstanding payments in accordance with the agreed terms stated in our contract.This is not merely a financial issue it directly affects real customers who are already part of the process and expect continued service and accountability.

  

  Business Response

  Date: 05/12/2025

  Due to the legal nature of this complaint, Better Earth is not at liberty to disclose specific details about the situation. Overall Better Earth rejects these claims entirely and asserts that we are adhering to the terms of our agreement with this business. We are actively pursuing a resolution to this matter. 

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23233963
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/21/2025

  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.

  Prior to putting on our solar we had a request from our insurance company that our roof was not good and needed to be replaced in order to continue with the insurance company. By the time we had got the report from the insurance company the solar had been put on so we addressed it to the solar company that we needed to have the solor panels removed at their cost and they indicated that they were not removing it because the roof is good but we have one independent contractor who came out from Tri-City roofing and then we have the insurance company indicating that our roof is bad and needs to be replaced. All were asking is that they remove the panels at their cost and replace them back when we put the new roof on

  

  Business Response

  Date: 01/30/2025

  Hello *******!

   

    We appreciate your feedback and sharing your experience here. We will be bringing your issues to leadership within Better Earth and will be reaching out to see what further we can do to assist and find a resolution. Talk to you soon!

   

  -Better Earth

• Initial Complaint

  Date:11/21/2024

  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 am writing to make you aware of the activities of California based solar company, Better Earth. I began speaking in 2023. They sent inspectors to my home twice to confirm the amount of sunlight my roof received and to check the condition of my roof. It was determined that in order to proceed I would require a new roof, but once completed I could generate enough power for my needs with 18 ********* August 30th of 2023 I had a new roof installed at a cost of $20,000. In June of 2024 we did a major electric upgrade - replacing the 50 year old main electric panel (required by Better Earth) and upgrading the home from 100amps to 200amp. The cost for this work was over $25,000. In September of 2024 we finally had 18 solar panels installed. This cost roughly $20,000.I was immediately disappointed. Better earth set someone out to inspect and confirm that everything was working properly - which it is. The issue is simply too much shade on my roof. At this rate, it will take me 10 years to generate the amount of power I was told I would be generating annually. Instead of 9000 kWh of electricity annually, but am on track to generate under 1000 kWh.Better earth recognized the issue and escalated the matter to an employee named ****** *****. He last communicated with me on 11/1/24. That email read, we will do everything we can to make this right. I have not heard from him since - dispite multiple attempts to get in touch with him.I am now weeks away from my first payment on a very large solar loan which would have been manageable had I been generating the amount of power I was promised but in addition to my electric bill, it is simply not what I signed up for. I feel deceived and coerced into installing solar based on power generation guarantees that I will never meet.I am running out of options for a solution and without a response from Better Earth, Im stuck. Please help me make this situation right.

  

  Business Response

  Date: 11/21/2024

  Hello *****,

   

    Better Earth strives to deliver industry leading service and it is clear your experience fell far short from that. We have looked into your project and see that our escalations manager responded to you today with our resolution forward. We will remain committed to finding a more permanent solve, but will also abide by our contractual obligations and reimbursements until we find a reasonable one. Thank you for shining a light on your issues. We will continue to provide service to you for decades to come. 

   

  -Better Earth

  Customer Answer

  Date: 11/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is within the guidelines of my contract with the company and therefore there is nothing further to be done by the BBB at this time. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/23/2024

  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 was told by Better Earth Solar that I qualified for to have solar panels installed. I signed all of the paperwork and have been waiting to have them installed. This morning (October 24,2024)I called and the woman told me that my project had been canceled per ME. This is absolutely not true! I canceled nothing! I was told by this lady that I would be getting a call back from someone to try to get the project started again.

  

  Business Response

  Date: 10/31/2024

  Hello ****!

   

    Thank you for letting us know about this experience. Occasionally projects are cancelled due to variables outside of Better Earth or the homeowner's control. We will look into this and reach out asap if there is anything that can be done to save this project and push it forward. Talk to you soon!

   

  -Better Earth

• Initial Complaint

  Date:10/22/2024

  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.

  Better Earth, a solar company, installed a solar system on my roof. Immediately after the first rainstorm, my ceiling began to leak inside my house. I contacted them immediately in June 2024. It is now nearly November, and the issue has not been fixed. The emails show they are not allowing me to repair my own roof, which has a warranty since it was replaced two years prior. I had no leak issues until this solar installation. I am requesting the termination of this contract due to non-compliance with the agreement. The leakage is causing increasing damage, including mold. I was supposed to save on my electric bill, but now I have additional expenses: the electric bill, the solar bill, and a leaking roof. I kindly ask for your assistance in resolving this matter. Please inform me if further information is required. Thank you.

  

  Business Response

  Date: 10/31/2024

  Hello ******!

   

    We understand your concerns and will continue to assist in your property damages wherever they are solar related. Although we cannot offer a cancellation due to all the construction work being complete, we stand by the promises in our contract and will certainly uphold everything stated in that agreement. We will have a team member reach out to you asap to discuss further. Thank you!

   

  -Better Earth

• Initial Complaint

  Date:10/18/2024

  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.

  We bought our solar system through this company in October of 2022. It was up and running in November of that year. It stopped working in October of 2023 and it took weeks to get someone here to ***air it, but they did. It stopped working again in August of this year, 2024. A tech came out in a few days, didn't even bring a ladder. But he did fix it, after two trips. He said it it was because the inverter was no longer connected to a satellite and it would have to work off of our wifi and if it continued to quit working we would need to pay for a wi-fi booster. Our **** has worked just fine without any interruption. But on October 6th, 2024, the inverter quit working again. It will not reset. I I am unable to speak with anyone at the company, but I chatted with them online on October 7th and was told that a service *** would contact me by the end of week. That has not happened. I contacted them again through their chat on Monday of this week, October 14th, and was told again that they would have someone contact me. It has not happened! I got an email that day saying they were troubleshooting it again, but nothing since. They have apparently moved out of the state! No one answers the phone. We spent a huge amount of money on this. If it requires a booster to the wifi they should pay for that, because it's not our fault that they don't use a satellite anymore! We spent over $33,000 on this as a retirement investment! We are elderly, we can't chase people down.

  

  Business Response

  Date: 10/20/2024

  Hello *****,

   

    We are sorry to learn of your experience and we will be reaching out shortly to provide more assistance here. Thank you for bringing this to our attention. 

   

  -Better Earth

• Initial Complaint

  Date:10/04/2024

  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.

  Better Earth [BE] was referred to us by our daughter; a BE **** ******* ***** came & after some ********************* of our SCE bills re how much we agreed to purchase Solar panels on our home. Both my *********** stated we were concerned that our house was built in mid 80s & we asked Should we reroof first? After BE inspection of our roof, *** said that our roof was in good ****************** could be installed without issue. Contract signed 7/2020, work commenced thereafter, panels were installed & permit acquired. We became operational sometime end Oct./Nov 2020. Dec 28th, 2020, our roof began to leak. Bubbles appeared on our living room ceiling. We contacted ******* *****. Soon thereafter a tech team came out inspected the solar panels & ***aired the roof damage, without comment on the cause & at NO cost to us. We assumed BE guaranteed the work. Dec 22, 2023 -Roof began to leak again, exact same spot as before. Bubbles appear on our living room celling AGAIN in the same spot. We called Better *************************** sent out ***air technicians. They inspected roof & said this leak is not from the panels. I said,Its the exact same spot a last time. He said, The previous ***air was not done properly.. I said, Well, YOUR company ***aired it. He said, I took ********** re-patched it correctly then added, It looks like you may need a new roof. We contacted roofing company, estimates *****k to reroof. Called BE about removing the panels, ****** said it will cost $7K to uninstall & reinstall the panels, reduced later to 5K. Roof leaking 5 month after install, means roof was NOT good condition for installation. Expert roof analysis was inaccurate & that is part of BE's work. That roof analysis is part of the guarantee. We expect uninstall & reinstall WITHOUT charge to us We are elderly, the cost of the roof will be hefty enough, we should not have to pay Better Earth for uninstalling and reinstalling

  

  Business Response

  Date: 10/04/2024

  Hello Anwar!

   

    We understand and have reviewed your issues that have come up in the past. We remain committed to our roof penetration warranty and if there is an active leak or any issues with your roof, please reach out to: [email protected] and one of our team members will reach out asap to address. 

   

  -Better Earth

• Initial Complaint

  Date:09/20/2024

  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.

  When I was buying the solar panel, we were talking in a video call. ****** *.***************** ******.***********@betterpartners.solar I bought 29 panels including one battery I have a witness that heard the conversation. ***** ****. I got that 29 panels all working fine, but they never installed the battery. I speak with a supervisor one time she was calling asking how the solar panels were working I told her fine and I tell her about the battery she say that shell check the recording and get back with me but she never did. I didnt get her name.

  

  Business Response

  Date: 10/01/2024

  Hello ****!

   

    Better Earth certainly strives to provide crystal clear communication and it seems we missed our mark here. After reviewing your project, it does not seem to show anywhere that there was a battery included or supposed to be installed. If you have any evidence (such as a recorded call, text, email, etc) that shows otherwise, please email to: [email protected] and someone will reach out asap to assist. Thank you!

   

  -Better Earth

  Customer Answer

  Date: 10/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *******