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:07/23/2025

  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.

  High pressure sales tactics came in. I ended up buying the solar after giving them a little time to think about it. We started work in December 20 24 the first solar installation somewhere around January 2025. Had three or four different returns from the company to come out here and fix the problems and the last time they came out here finish the problem to get it inspected for the second time when I came home from vacation my circuit breaker panel was open plus the internalsafety shield was not attached over the Bus bars. I have been after them since June 20 to come here and get it fixed. Ive contacted the solar company themselves. Ive contacted My Smart House they have not got back to me. havent scheduled a return. I cant get my electricity turned onto the grid. They have cost me six months of power so my true bill again is$2500 where it should be about $1500. Ive contacted them every three days for the last three weeks. My next step is to go up there to the office personally and contact amanager, but I really dont wanna have to do that for them to schedule to someone to come down here and make sure that my circuit breaker panel is closed and everything is connected because Im not touching it because I didnt open it. I need someone down here to fix this Today and I know thats unrealistic so sometime this week would be great but I like to file a formal complaint against this company and lack of follow-through and their high pressure sales tactics.

  Business Response

  Date: 07/24/2025

  Good Day - We are awaiting (PTO) - Permission to Operate from the utility to activate and finalize the system.  This was submitted on 6-27-25.  I will have the team follow up with the utility company and see what we can do.
  
  Please confirm the number you have been contacting and who you have spoken with so I can do some additional due diligence and get his resolved.
  
  The overall installation timeline is within industry standards, and we are very close to the finish line.
  
  Thank You,

  Matthew 

• Initial Complaint

  Date:07/04/2025

  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.

  Im submitting this complaint regarding My Smart House, a company I hired to install solar panels and backup batteries at my home. Their California contractor license number is *************** being paid for the full scope of the project, the company has failed to complete the installation. While solar panels were placed on my roof, the microinverters were never connected. Similarly, a battery unit was mounted on the wall, but none of the required wiring was completed, making the entire system nonfunctional.Ive made numerous attempts to get this resolved. I spoke multiple times with *******, who kept telling me I was being added to the schedule. I also spoke to ***** Yecenia, ****, and ****. Now Im being told by **** and Yeceniawho both say they no longer work for the companythat My Smart House is a sham operation, and that theyre knowingly leaving projects incomplete and taking advantage of ************ this point, Ive lost confidence in the companys willingness or ability to finish the work. My desired resolution is for My Smart House to refund the full amount I paid and remove all of their equipment from my property.I am happy to provide documentation and communication records to support my complaint.Thank you for your time and assistance.

  Business Response

  Date: 07/10/2025

  Good Afternoon - We had previously scheduled a service call for this job 7-14-25.  I will try to move this up the calendar as it is now escalated with this complaint.  
  We also had this job slated for completion 8-4-25.
  
  I will review the previous conversations and expectations with our team.

  Thank You,

  *******

  
  

• Initial Complaint

  Date:07/01/2025

  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.

  We signed contracts with My Smart House for re-roofing and solar, and with ****************** to secure a loan. This was done on February 27, 2025, and on March 6, 2025. The solar panels were installed on March 25, 2025. The inspector came to see the work but was unable to do so because the roof was covered where he needed to inspect. Since that date, we have not seen anyone from the company or an inspector. The company covered our roof with a transparent tarp held in place with shingles/tile boxes. Since the heat wave and winds, the tarp has degraded and is falling all over the yard and walks. The date of this writing is 7/01/2025. We received an email on June 13, 2025, stating that a new contact was available and providing instructions on how to contact her. We get the same explanation, "waiting for an inspector".

  Business Response

  Date: 07/09/2025

  Good Day we have followed up with HCD for a roofing inspection and are awaiting their confirmation.  As soon as that date is confirmed we will finish this project.

  
  Thank You

  Customer Answer

  Date: 07/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:06/19/2025

  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.

  Unresolved Issues and Delays Regarding Main Electrical Upgrade Date of Solar Installation: October 14, 2024 I am writing to formally express my ongoing concerns and dissatisfaction with the service I have received from My Smart House (MSH) regarding my solar installation project.Since the installation, I have encountered numerous issues, including unrealistic time frame expectations, frequent unreturned phone calls, and lack of follow-up on ongoing matters. Whenever I call, it feels as though each interaction is treated as a new issue, rather than addressing the recurring problems.Moreover, I have observed that other homes in my neighborhood have had their solar systems up and running well before mine, which has been frustrating. Ive contacted Lake Elsinore Permits on multiple occasions to verify the approval status of my project, and each time they have confirmed that my project is approved. Despite this, *** continues to insist that the delays are due to other entities, refusing to take responsibility for the prolonged *********** of today, I have been in contact with *** regarding the installation of the main electrical unit. Back in February 2025, I was assured that the main electrical unit would be scheduled for installation in May 2025. ****** (***) has also came on behalf of *** on March 20, 2025 to verify and leave a sticker on my old electrical unit by ******* *******. However, despite leaving multiple messages for ****** *. At *** regarding this matter, I have received no acknowledgment or call back.Additionally, before funding the project, *** instructed me to receive a call confirming that the installation was complete in order for them to receive payment before they actually installed my system. I was also promised a $100 gift card, but this has yet to be received.I hope to resolve these issues promptly and would appreciate an immediate response to clarify next steps and ensure that the outstanding work is completed without further delay.

  Business Response

  Date: 06/27/2025

  Good Day,
  I will reach out to the customer and get an update on this project.  I do not see records of this MPU in our system but will do some research and update accordingly.  Thank You
  
  If the customer has or shared any documentation of this upgrade that would be beneficial.

  Thank You,

  *******

  Customer Answer

  Date: 06/29/2025

  Subject: Request for Formal Communication and Follow-Up
  
  Thank you for your response. However, I must respectfully reject your business response or proposed until I have been directly contacted and spoken to regarding this matter.
  
  Based on prior experience and a clear lack of consistent follow-through, I am no longer in a position to rely on verbal assurances. Moving forward, I require all updates, commitments, and relevant information to be provided in writing to ensure clarity and accountability. Thank you. 
  
  

  Business Response

  Date: 07/11/2025

  Good Day Everyone - 
  Please share any proposal, preferrably contract, discussion etc. that you have showing the panel upgrade was included with your project.  
  This will definitely help me escalate this sitution but at this time it is not reflected in the files I have.
  Appreciate your help and look forward to getting this resolved.
  
  Thank You and enjoy your weekend,

  *******

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 signed up with My Smart House in February of 2025. We were promised the following:Solar on the roof Reroofing of the house Heating/Air System Mini Split As of June 18, 2025, the status is as follows:*Panels are on the roof, but non operational. *2/3 of the roof is still not installed (Only the area of the roof where the solar panels are directly located are done).*The battery is located in a different place than where it was agreed upon - it must be moved as it interferes with our decking being installed.*Our old heating and air conditioning were unhooked - but they have not replaced any of it - so here we are in the summer, with 100 degree heat and no air conditioning.*They installed the mini split incorrectly, so it pours water down our inside wall from the condensation - so we cannot use it.*They have set several appointments to perform the work, and each time they have been a no call/no show. We have stayed home from work to accommodate these appointments, so not only was there no work done, but we also have lost wages.*We have called several times to speak with someone and it only goes to voicemail with zero calls back to resolve any of these issues.

• Initial Complaint

  Date:06/06/2025

  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.

  My Smart House came for a discussion about setting up solar panels. After discussing on January 10, 2025 for setting up solar panels and further planned services, we were scheduled for February 18 to have solar panels installed. Once completed, we were told to wait for another call to have the workers come and install the battery. March 16, was the date for the battery installation, however, no one came nor called to reschedule. After about 2 months, we got ahold of My Smart House to disregard the installation as they did not attempt to reschedule or respond to any of my earlier messages or phone call's. Currently want the panels removed and gone as the panels are not being utilized at all, and the company has not been assisting with this matter. They are charging $15,000 up front for the removal of the solar panels, due to the project having been installed, but the work is yet to be completed.

  Business Response

  Date: 06/13/2025

  Will reach out to the customer and schedule a visit to get this resolved.
  We will successfully finish this project promptly.
  
  Thank You,

  *******

• Initial Complaint

  Date:04/28/2025

  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.

  Company came out quick to install solar panels only. As they said we needed to wait for final inspections to complete the whole agreement plan with the additional add ons. Our add on are 2 nest thermostats and a critter net for the solar panels.This company came out on October 31, 2024 and installed the panels on November 11, 2024. Our final inspection with the city was on December 12, 2024. They claim to take so much pride in their work but their actions and the complains in this report say otherwise.We have made NUMEROUS calls to every single person listed on the contacts for this company. Their main rep ****** got to the point that he was ignoring our calls. Ridiculous and unacceptable customer service.We finally got a Candy lady to answer claims to be some kind of manager. She called us back in 1/10/25 and we thought things would get better. Claiming the tech would come out to complete the final walkthrough on 1/30.But alas he didnt show up and we didnt not receive a call that he would not be showing up. So we called Candy AGAIN she was apologetic so we gave them one more shot. We reschedule for 2/14 the tech finally shows up but ONLY with the thermostats. It is now APRIL 28 2025 and these people have yet to complete this project. I been paying for this INCOMPLETE project for over 3 months now. We still have no critter net and I have no access to my solar panels. I didnt know how much the generate, we had been VERY patient with them and they give us NOTHING this company is a complete scam. Please avoid them at all costs.!

  Business Response

  Date: 04/28/2025

  Good Afternoon,

  Our owner called customer today to better understand the situation.  We will get the bird netting scheduled promptly and I will work with the customer to explain the system.

  Thank You and if you have any questions please let me know.

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

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Incomplete instalation. Required 200amp panel was NOT installed. Time frame is incompliant. Scheduled dates incompetent. Work done is *** incorrect.

• Initial Complaint

  Date:03/31/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  The main complaint with the company is that they did not pay one of their subcontractors, and now I have a lien on my house after I've already paid the full amount for the project which was $59,000. after trying for months to get this resolved, I've been left with no answer and was even lied to when they said they had paid for the mechanic's lien, but after I checked, I found that to be false, and no action has been taken from them to correct the issue or pay this debt. Secondly, they promised me an electrical panel upgrade by word of mouth, and after months of no installation, I looked through the contract and found out that they did not include the panel upgrade in the contract's wording. After I found this out, I demanded an invoice and written proof of the panel upgrade, which they provided. It was only after this that they scheduled a panel upgrade with the utility and city, only for them not to show up after I had called off of work to be there on the day of with no warning or explanation. It has been going on for 8 months since I started this project, and they still have yet to complete it, and they have horrible leadership and communication. I still hold a mechanics lien on my house for over ***** dollars, which they continue to dismiss and evade. Ive tried endless emails phone calls and even in person visits to get this resolved with no luck.

• Initial Complaint

  Date:03/13/2025

  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.

  I had TWO installations of solar panels by a company (Solcius) which is now bankrupt. My contract (and service warranties) were being handled by My Smart House. My Smart House suggested more panels when *** began charging me more money. I called SOLAREDGE (monitoring company *************. They said that the company with the warranty on the panels is APTOS (phone number ************). I'm being told that the warranties I have do NOT include service any longer because SOLCIUS is out of Business. Here is a transcript of "Good morning , Mr ******** the price for the service is $1000 , I wanna know if you want the service or no . if you don't want it we will communicate to ***** your warranty company for the panels to send the warranty to you . ***** ******* at Smart House ************) says she is handling things now, but still wants $ up front to pay technicians.

  Business Response

  Date: 03/14/2025

  ***** SPOKE WITH MR. ******** YESTERDAY.  SHE ADVISED THIS IS A SOLCIUS ACCOUNT AND THEY ARE BANKRUPT  WE VERIFIED HIS EMAIL AND SENT HIM THE LETTER FROM THE BANK RANKRUPCY COURT AND THE CLAIM FORM TO TRY AND GET SOLCIUS TO PAY FOR THE INSTALL OF HIS PANELS.  WE TOLD HIM EVEN THOUGH SOLCIUS WAS OUT OF BUSINESS HE STILL HAD A WANNTANY FOR HIS PANELS AND HIS INVERTER  UNDER THE MANFACTER.  APTO FOR HIS PANELS.  SOLAR EDGE FOR HIS INVERVETER.  HE SAID TOLD HIM THE DON'T MAKE THOSE PANELS ANYMORE.  APTOS SENT HIM A CHECK FOR $400.  THE CUSTOMER TOLD ME THIS.  I ADVISED HIM THAT WE COULD BUY THE TWO PANELS FOR HIM.  THE PANELS ARE $200 EACH AND HE NEEDS TWO.  I CALLED HIM AND SAID IT WOULD COST $375.  HE SAID OKAY.  HE PAID IT LAST NIGHT.  WHEN I SPOKE WITH HIM HE WAS HIGHLY UPSET.    HE WAS MORE CALM AFTER HIM AND I TALKED.  HE TOLD ME HE APPRECIATED ME AND HE WOULD TALK TO NO ONE  BUT ME. I THANKED HIM FOR ALLOWING ME TO GET HIS ACCOUNT WORKING.  HE DOES NOT HAVE TO HAVE US INSTALL HIS TWO PANELS OR MICRO INVERTERS BUT HE'LL NEED SOMEONE TO INSTALL THEM BECAUSE HIS SOLAR WILL NOT WORK PROPERLY AND HE WILL CONTINUE TO RECEIVE HIGH UTILITY BILLS.  HE SAID HE KNOWS IT COST ALOT TO HAVE THESE THINGS INSTALL.  MY MANAGE SAID TO DO IT FOR $500.  THE PAID FOR THE TWO PANELS BUT HE WILL NEED TO PAY THE $500 TO AND THEM INSTALLED.  I WILL CALL CUSTOMER BACK ON TUESDAY MARCH 18 BY 5 TO VERIFY IF HE WANTS US TO INSTALL THEM OR IF HE WILL HAVE SOMEONE ELSE INSTALL THEM  HE WILL NEED TO PAY THE $500 FIRST BEFORE WE SCHEDULE TO INSTALL THEM  THE CUSTOMER IT TOTALLY AWARE OF THIS.