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:09/13/2024

  Type:Product 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.

  In early 2024, I received multiple messages from Better Earth's sale's representative incentivicing me to get Solar Panels with them. At the time, they were offering a $2000 incentive for me to get solar with them. I decided to trust them and contacted Better Earth sale's representative. She explained to me over text messages that the incentive would be paid in July of 2024. Once July arrived, I contacted the Sale's person who then promised me that she would submit the request for me to be paid the $2000 incentive. A few weeks when by and I did no hear back, so I tried to contact the sales person one more time. This time, she did not response. Multiples attempts where made by me, but non of them were successful.I then decided to submit a ticket with Better Earth support system. I received a response from Challyn *******, Director of Experience at Better Earth. After a few email exchanges, she assured me that this $2000 incentive would be sent me via mail carrier. It has been a few weeks now, and even though I have send multiple emails for an update, I have receive no response.

  

  Business Response

  Date: 10/01/2024

  Hello!

   

    We have looked into this project and see that your $2000 check was sent on Sept 06, 2024. If you have not yet received it, please email: [email protected] and one of our team members will assist in either locating the check, or voiding this one and sending a new one. Apologies for any delays and please check your mailbox again in case you missed it. Thanks and hope to hear from you soon!

   

  -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,
  
  ****** *********

• Initial Complaint

  Date:08/29/2024

  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.

  Better Earth already had taken a year to finally put my solar on my home. I was constantly having to call them because they never contacted me first in that time. When the solar was finally installed in May of ******************************************************************* The next two times the inspector came out Better Earth was not present and failed each time. They finally showed up for their appointment on August 2 and passed the inspection but by that point my loan started so now I'm currently paying for PG&E and my solar loan. I did not buy solar to have 2 big bills. It was supposed to replace my PG&E bill. I just got off the phone with PG&E and they said they had not been contacted by Better Earth since April 2023. I want Better Earth to pay my monthly loan until my service is actually working because I was not to be paying PG&E and this solar loan at the same time. It's putting excess financial strain on my family that should not have happened

  

  Business Response

  Date: 02/27/2025

  Hello *****,

   

    Thank you for your feedback here and for the opportunity to look into your project. We will review when your project was activated and your installation agreement and determine if there is a reimbursement due here. If you would like a status update, you can email: [email protected] and they will update you on the determination. Otherwise expect to hear from us in the near future. Thank you!

   

  -Better Earth

  Customer Answer

  Date: 02/28/2025

   
  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:08/20/2024

  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.

  Once again I am reaching out to Better Earth regarding another rising issue that has occurred previously. Last year June 2023 this time, I received an additional utility bill from SCE utility Company regarding electricity overages and our Solar Panel is not producing power- Bill in excess of $750. Now this year, August 14, 2024 I received another email of an invoice bill for $1470.79. I contacted SCE immediately and was told that the solar panels are not producing any power to cover usage, which covering from August of 2023 to April of 2024, now this bill is owed and almost past due to SCE? What does that mean to me and my family- disconnected power if it not paid, because of Better Earth cant deliver as they promised? We paid Better Earth Full , it cost us in amount of $41,818.67 for 22 Panels that Better Earth guaranteed to produce more than enough cover usage with excess power left over. Better Earth was here last, on our roof October 31, 2023 to do a So-called bogus inspection to once again continue to decline liability of the damages to our roof which have ongoing for almost 2 years. Since we initially reported the leaks in 3-4 months after install in 2022, and October 2023 we had seen nothing from them regarding repairs to damages to our roof that is still leaking. Damages they created during the install of said non-producing panels, and now the panels installed are not even producing any power for our usage. So what is this fraud?What in heavens is going on with this company? This seriously needs some oversight and in-depth investigation of a myriad of consumer violations beyond the gates instead of these frivolous emails just emails. Where are the agencies that are supposed to be oversight and monitoring these companies. How many more complaints have to be filed, while 100s going into the 1000s of customers are being ****** on, stumped on, and ignored by this company. How much more? Something has to be done.***** ****** U.S. Navy (Active Duty)

  

  Business Response

  Date: 10/01/2024

  Hello *****!

   

    Thank you for the context here. We have looked into your project and see our escalations manager assisting and working with your own contractor to resolve most of these issues here. He will still be your biggest asset in resolving these issues and we will continue to monitor your progress. 

   

  -Better Earth

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22169041
  
  I am rejecting this response because: 
  The escalation manager has done nothing but dragging his feet for weeks now over the settlement to start repairs on my damaged roof after sending in two proposals for roof repairs and mold eradication. Additionally I have an SCE bill for over $1,400 that was reported to Better Earth since 14th August . Here we are again into another month and Im yet to see this company stand true tonics words with regards to doing what they say or promise customers they will do, especially when they are the ones that are at or or have taken liability. I notified you all since the 14 of August of this overage bill from SCE and have been waiting on multiple 7-10 days, constantly calling SCE buying time to not have my **** services disconnected. Now I not only got a call that services are slate to be disconnected but here it is on **** bill. Why? All because Better Earth does not give a damn! How many 7-10 days am i going to get before *** shuts off my power to my home. What use are the **** solar panels are to me at that point? As person who hi have worked in  **** civil  postal service and military postal before, I  am fully aware that Mailing in the **** between states is minimum 3-4 day. ****************, city, county to county is significantly less. The letter weighs a few ounces not heavy weight or needing freight. 
  
  
  So with that nugget of education and information tell me what is Better Earths major malfunction to get a check weighing less an ounce in the mail for over the past 52 days including weekends as the mail delivers 7 days a week. This level of incompetence is stifling beyond comprehension. But thats ok ?? I have much better idea. 
  
  
   have been sent to me since 
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 10/11/2024

  Hello *****!

   

    Better Earth is still working through your project issues and we have already reached out to our legal team to make sure this is expedited. Our escalations manager will be reaching out quickly to resolve these issues. Thank you for bringing to our attention. 

   

  -Better Earth

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22169041
  
  I am rejecting this response because:

  Better had had this complaint regarding the damages ** caused to my roof since summer of 2022, have gaffing me off constantly denying liability until the ********* *************** stepped in and its been more 30 days since Better Earth has been directed to repair my roof, yet escalation manager and your legal team done nothing but send me an excuse in email once a week on a Friday for the past 30 days. Nothing has been done!!! 
  

  As for the *** overdue bill that was due on 6th September, Better Earth was notified of it immediately as of 14th of August 2024 (62 days ago) I was told 7-10 days at least 5-6 separate times and that a check was mailed. Today is 16 October Im responding to this BBB correspondence, checking my mail box ?? and I receive no follow up to my email inquiry, no compensation or reimbursement for the *** non- productive solar panel bill of over $1400.00. 

  What expedited process are you referring to at this point, when Better Earth is 30+ days delinquent on two different emergency and liability issues. 

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

  US Navy (Active Duty) 

  

  Business Response

  Date: 12/05/2024

  Hello *****,

   

    We will have our escalation manager review this further to make sure that we make your project and experience are perfect from here on out with all issues addressed and resolved.

   

  -Better Earth

• Initial Complaint

  Date:08/13/2024

  Type:Order 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 had a Better Earth (BE) solar system installed at my home July 2023. To my shock, Southern *** ****** (SCE) sent me an annual bill for $3877 for energy overages not covered by solar. This would have been the total annual amount I would pay w/out solar. I was also advised by SCE that solar only saved me $300-400 for the year. Without solar my annual SCE payment would have been $3800 or lower. So, I feel defrauded by BE who I also paid a monthly bill to of $115 ($1380 for the year). I was assured prior to BE's solar install that the 13 solar panels would be sufficient for my home and it appears that this was woefully incorrect or these panels are defective. The contract I entered into with them for the solar system costs me $30,000. My annual energy usage was 6% lower as noted by SCE on the bill and was lower in 2023 than 2022 so this solar shortage could not be due to an increased usage on my home's part. Prior to solar install I was quoted by BE as needing 21 panels and mid-install the # was reduced to 13 panels which most likely led to this issue. I feel defrauded by this company presenting me with a low ball mnthly pmt which is tied to the # of panels in order to get my business. Either the panels are defective or BE badly miscalculated my home's solar needs as it appears that no energy was produced by them. I am devastated by this and need them to take some accountability for this situation and act quickly to re-assess my solar panel needs so that I don't face another $4k bill next year, for them to assume some of the costs for the install of additional panels and to provide me with some amount of reimbursement for the unexpected payment of $4k to SCE. Please see the email sent to my BE representative and my SCE bill for the charges I incurred.

  

  Business Response

  Date: 02/27/2025

  Hello ********,

   

    Thank you for your continued feedback here. We are looking into this project but it does look like since your initial complaint, we have remedied this issue. Upon review, we just recently re-signed your project for a more favorable cost to you correct? If there are continued issues, please reach out to: [email protected] and we will handle them immediately. Thank you!

   

  -Better Earth

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22134580
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 03/01/2025

  I do not accept their resolution because they denied my request for them to assist me with the $3800 I am incurring from SCR due to overage caused by the energy shortfall.  This is the direct result of their companys underestimation of my energy needs.  The estimate was no where close to my usage.  This is made evident by the new contract I entered into recently to add solar panels to actually address my true needs.  Their representative was untrained or negligent in estimating my consumption usage.  I am not a solar expert but trusted this company to guide me.  Had I had the correct information at the onset I would have been able to decide if solar was for me.  I want them to pay half of the *** bill.

  

  Business Response

  Date: 03/05/2025

  Hello ********,

   

    We appreciate your response and understand the frustrations here. It seems we are still working through your next project and are confident that your additional system will completely wipe away your electricity bills. We will review the production and sales process with your first system and determine if there was any failure to deliver on the promises made in your initial installation agreement. If there was, we will be reaching out soon to rectify that. 

   

  -Better Earth

  Customer Answer

  Date: 03/06/2025

   
  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:01/30/2024

  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.

  10/20/23 We were installing solar panels at the time. While there were doing all of that, we were out of power on and off for about a week. This cause food to be spoil. I talk to them and they took about five days to resolve the issue. I send receipts of all the food that was purchased. They said they were going to send a check they never did and they did not reply to me anymore. The person I did the contact with is the only one that has been replying to me, but so far I have not received the check from the food that got spoil. This is also counting the ice, batteries in extra money, I had to pay to go to laundry.

• Initial Complaint

  Date:12/12/2023

  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.

  As of January 2023 I signed a contract with Better Earth Solar to place solar panels on my home. The estimated that it would take about two months to finish the job but it has been about 6 months with in those six months while fixing the electrical a they burnt all the lights with in my pool along with the pool filter and pump. Because of the broken pump I had to drain and refill the pool because they refused replace broken pump and filter. I was able to replace the pump through a guarantee but still had to pay a for the part of the pump. I have reached out countless times and refused to respond my calls or call me back for the past 3 months. When they do sent service repair technicians they show up without explain what they are working on or what progress is being made. Quite frankly I have no clue what services they are doing on my home. Throughout these months they still require me to pay for the solar panels despite them not being functional and top of my electric bills which they claim they would reduce. I refuse to keep up with their payments because they still have not promised me the services I was promised nor have they resolved any other issues. They stated that their services was part government to reduce my electricity bill but they have said if I do not pay with in the next year my electricity bill will go up. I have attempted to but they refused my request. I just want them to complete their services and pay me back for the damages they did on my home.