Review for Better Earth

12/01/2023
DAlbi Thousand Oaks, CA

Terrible Response Times to Production Issues

Too many issues with Better Earth inverters. Last year we were not producing solar energy for weeks because their inverter failed. Now, no production for over a month. I called Better Earth after about three days of no production, and they said they would get back to me within 48 hours. They never got back to me. After a week of no service, I opened a service request on their portal with no response. I then went online to read all the other complaints about their poor service and found an escalation email address. I emailed them asking for an immediate response and received a call hours later. They said they would send a technician out the following day with a new inverter. The technician arrived yesterday at the agreed upon time. He said that whoever replaced the last inverter, the previous year, crossed wires which caused it to eventually fail. The day after the new install I noticed I was still not getting production. Better Earth promises the best-in-industry customer service, and boasted about their great reviews, which is a big factor in our choosing them. They have fallen way short of their promises and I am not looking forward to the future with them, if they will even be in business with such poor customer service. They claim they will fix any issue in a timely manner, but having no production for over a month is unacceptable.