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Business Profile

Solar Energy Products

Goal Zero, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Solar Energy Products.

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 7 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 status

Complaint type

  • Initial Complaint

    Date:07/08/2025

    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.
    I bought a Vanworks Van on 10/9/2023. Included was a Goal Zero Yeti 1500 Battery. It powers my RV/Van, which is also my home. I have contacted Goal Zero support at least 20 times. The battery does not hold a charge. If I get it to 100%, or reverts to 0 within hours, when not used. For weeks it was displaying input and output despite not being plugged in or used. They never resolved the issue. I had to buy a completely new battery. The 1500 is under warranty so Vanworks suggested I call. I have called and emailed nearly everyday since 6/17/2025. I get an immediate response saying “Help is on the Way” - then nothing. I got a single response some Courtney weeks ago - then nothing. Total silence. I call they say they are closed until July 18th. I don’t want another battery, I want a refund. I had to purchase a battery to be able to live in my van. I want the original amount I paid, which according to the Van bill on sale is $2106.89, including tax. I don’t want to argue, I don’t want to replace it, I want a full refund (and ideally extra for the added inconvenience). I have 2 other Goal Zero batteries I am nervous about - what if they fail?

    Business Response

    Date: 07/09/2025

    Hi *********,

    We are truly sorry for the significant delay in our response. You are completely right to be disappointed with this situation. As you might already know, we are currently navigating a transition with both our backend systems and physical locations, which has unfortunately caused delays in our responses and is the reason our phone lines are currently closed. We understand this isn't an excuse, and we deeply regret the impact on your experience.

    At this point, since you've already gone through all the troubleshooting steps, we can proceed with replacing your unit. To do so, please let me know your best shipping address. We will send packaging for you to return the current unit, and I will also create a new order for your replacement right away.

    Again, my sincere apologies for the delay, and thank you for your patience.

    Regards,

  • Initial Complaint

    Date:06/13/2025

    Type:Product 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.
    Purchase May 22 2025 . Amount 326.84 . Purchase on Goal Zoro website of the SKYLIGHT . Received approximately 10 days later. Skylight worked as advertised with vehicle cigarette lighter ,Goal Zero YETI 6000 ( cigarette adapter and 12 volt output as instructed in the owners manual . The next day the Skylight did not turn on , the light on the on/off switch would not indicate power ( blue indicator light ) under any circumstance. Contact immediately initiated late last week via phone ( terminal hold without any contact ), email, and contact on the Goal Zero mail page. .all of these contacts attempted multiple times without any verbal or email contact EXCEPT a computer generated message promising to return contact from Goal Zero in 3 days ,. The website advertises a chat available, but NO link to chat available .Extremely disappointed since I have spent over 10,000.00 over the past few years on Goal Zero products. Any help would be appreciated. Have a blessed weekend. Dr. **** *****

    Business Response

    Date: 06/24/2025

    Hello ****,

    We're so sorry to hear about the inconvenience you're experiencing with your Skylight, and we apologize for the delay in our support team's resolution. As you may know, we're currently going through a transition that has caused some delays. Please know that we're always committed to helping and providing the best resolution for your needs.

    To resolve this, you'll be receiving a FedEx label shortly so you can return the Skylight. Once we receive it, your refund will be processed immediately.

    Thank you again for your patience. Please don't hesitate to reach out if you need anything else.

    Regards,

  • Initial Complaint

    Date:03/14/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    March 14, 2024 On March 7, 2024 I purchased a new, Goal Zero Yeti 700 power station from Amazon for $649.45, Order # ***-3837965-3716208 and received the power station today on Monday, March 11, 2024. The power station is defective in many ways: 1) There is a very loud clicking noise when I turned on the ** inverter to activate the ** power ports. 2) The Goal Zero online app does not work after repeated phone calls to customer service to un-pair the unit from the app, turn off the power station, delete the app, turn on the power station, install the app again, and attempt to re-pair again to Wifi and Bluetooth. I posted the problems for help on Goal Zero support online, no one responded. After 3 hours the power station continued making loud clicking noises, and will not work with the app, causing the inability to control the power station. I entered the refund process on Amazon, and messages to and from Goal Zero customer service states the following that I have to wait until up to 2 WEEKS for a return shipping box, and proper shipping labels, I then need to call to have the return picked up from ****** then wait additional weeks UNTIL the power station return is received by Goal Zero until I receive my refund of $649.65...It is unacceptable to wait up to 2 WEEKS FOR A RETURN SHIPPING BOX AND RETURN LABELS to return this extremely defective power station which severely delays my refund. No other power station company physically ships return box and return labels to customers. ALL other power station companies EMAIL prepaid return address labels to customers to pack and return the defective unit. As of today March 14, there is no resolution to receive my refund as I have NOT been emailed the prepaid return address labels. Goal Zero, 287 *****************************************************..I am sincerely requesting help from the Better Business Bureau to obtain my refund, and have Goal Zero expedite the return shipping box and EMAIL the return shipping labels to me.

  • Initial Complaint

    Date:06/17/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Powerbank internal fan will not spin. I began smelling something burning the discover the powerbank had a small smoke trail coming from the rear.

    Luckly it nothing else happened which is fortunate however I'm seeking for goal zero to fix this issue with a replacement, I have filed a complaint however they have not answered with a solution so this is their last chance before I seek legal actions and damages.

  • Initial Complaint

    Date:05/17/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    UT law requires retailers to take back a maximum of two used lead batteries from customers. I recently purchased two replacement batteries from them and they are not responding to my question to recycle the old batteries on social media and today their tech support said they do not recycle them.

  • Initial Complaint

    Date:05/01/2023

    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.
    Dear ***/*****, I trust you are well.I purchased a very expensive Yeti machine with a solar briefcase from Goal Zero. It was expensive and I believed I was buying a quality item. ***** marketing is misleading to consumers. My machine broke and will not charge. I have used it a total of 10 times maximum.I contacted the company and asked for assistance. They said they do not have a European repair shop. When asked if I could replace the batter, they replied that it was not possible. Of course you can change a lithium battery and I advised them of this. After some delay, they retracted that statement, saying that what they meant to say is that I was not allowed to do so?! I would happily replace the battery, since it is obviously the problem. They did not seem to care very much about the huge expense for an item that will have to be disposed of. Not very good for the environment or the customer for that matter. I would have happily signed a disclaimer or any other document to get this machine fixed at my own risk. At this point they no longer deem it suitable to reply. This is totally unacceptable. They should not sell outside the US if they do not offer any way of fixing the product in Europe, or give the customer the specifications of the battery for replacement. At least they should sell the customer a new battery. It seems they want to protect an un patent machine. Which could be protected by legal documents.I thought I was buying a quality product that would last for a long time. A good America product. However, I am sorely disappointed. This company needs to do better for its customers. I am now left with a landfill item and spent over 4 500 dollars!! I am so very disappointed. I has bought this product to last, and thought it was a good investment. I advised the company I would take this matter further and I will.Thanking you kindly, I look forward to hearing from you in due course.Yours sincerely, D Searle BA Law ( Hons)

    Business Response

    Date: 05/02/2023

    Hello,

    Thank you for reaching out to us with your issue. Because we are not physically located in Europe, we are prohibited from selling directly in Europe. We have contracted with distributors in Europe to sell our products, and according to these contracts and European laws they not only sell our products, but also handle all warranty issues and repairs. They become "Goal Zero" in the region they are contracted to distribute and sell. European laws are very strict and specific regarding the services they are required to provide, including the right to repair. If you are within the warranty period as stated by law, the distributor in your region will be able to assist you. If you let me know your location, I can reply with the contact information for the distributor in your area.

    Regards,

    *********************

    Goal Zero **************** Manager

  • Initial Complaint

    Date:10/27/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 5000$ worth of product from the company when they sent it to me the shipping company said they did t delivery out here anymore so they sent the product back. I was able to get to some of the products before it was sent all the way back the company lost 1200$ worth of my product so all the companies did an investigation and today goal zero told me to bad you signed for it the 1200$ loss is all on you.

Goal Zero, LLC is NOT a BBB Accredited Business.

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