Complaints

This profile includes complaints for Freedom Forever, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Freedom Forever, LLC has 15 locations, listed below.

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  Freedom Forever, LLC

  43445 Business Park Dr Ste 104 Temecula, CA 92590-3670

• 

  Freedom Forever, LLC

  2546 W Birchwood Ave Ste 101 Mesa, AZ 85202-1107

• 

  Freedom Forever Solar

  Lubbock, TX 79407

• 

  Freedom Forever El Paso

  12135 Esther Lama Dr Suite 1100 El Paso, TX 79936

• 

  Freedom Forever Massachusetts, LLC

  135 Robert Treat Paine Dr Taunton, MA 02780

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:02/19/2025

  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.

  I purchased my property in June of 2023. The property I purchased had an unpermitted addition that was disclosed to me by the seller. The seller purchased the property with the addition already build, hence, we do not know when the addition was truly added (this is an important fact, keep reading). In November of 2023, ***** Lafe ********, the sales representative, sold me the benefits of solar and I agreed to move forward with the installation. **** was later FIRED for being involved in FRAUDULENT activity. I later find out that Freedom never pulled the permits on my property to discover that my home had an addition that was never permitted; they proceeded to install the solar electric box on an unpermitted wall. When the City of ******** came to inspect, they immediately failed my inspection given that the box was installed on an unpermitted add-on. Since then, I have gone back and forth with Freedom (I have spoken to so many people that Ive lost count) who is asking that I permit the add-on to which I've repeatedly informed that I am going through a financial hardship and permitting the add-on is an expense that I CANNOT afford. I have been given the run-around several times with no resolution. Fast forward to February of 2025 my electricity has been turned off for nearly a week now, my food has spoiled, my kids have no heat, we have no hot water, and the Freedom Staff still cannot give me a resolution. At this point I have made it very clear that I am an individual with limited resources who cannot move forward with this project. I demand that the panel/panels in their entirety be removed, and this contract be cancelled immediately as this could have all been avoided had the Freedom representative done their job to begin with and pulled the necessary blueprints to realize there was unpermitted add-ons. I CANNOT GO ON WITHOUT POWER! SOMEONE HAS THE POWER TO CANCEL THIS CONTRACT BEING THIS IS YOUR FAULT! I WILL SEEK LEGAL ADVICE IF THIS IS NOT RESOLVED TODAY!

  Business Response

  Date: 02/25/2025

  Hello **** Family,
  
  Thank you for bringing your concerns to our attention at Freedom Forever. We understand your frustration regarding the permitting process of your project, and we want to assure you that we are here to help.
  
  We have assigned a dedicated point of contact to address your concerns. They called you on February 25th, 2025, to discuss your concerns regarding your contract and permitting process but you were unavailable. They also sent you an email with their contact information asking to coordinate a time to talk. If they do not hear from you they will contact you again on February 26th, 2025. We look forward to connecting with you.
  
  If you need any assistance before the scheduled follow-up, please do not hesitate to reach out. We are here to support you every step of the way.
  
  Thank you for your patience and understanding during this time.
  Best Regards, 
  Freedom Forever

• Initial Complaint

  Date:02/19/2025

  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.

  Last year, after being reassured that our roof was good for solar panels, several time, we signed only for them to come back months later that our roof was too old for installation. While getting opinions about our roof from roofing companies, I was informed that Freedom had already pulled the funds from the loan company for our project that was still in design phase. May 17, 2024, I called to start the cancellation process. They said it would take four months. Project is marked cancelled on the website June 17, 2024, Called Mosaic (the loan company) to be told they are waiting on Freedom. Called Freedom again Aug. 28, 2024 to be told they cant put me in front of the que to wait. Called again in Nov then again in Jan 2025 and messaged them using their web browser today. Today I was told they are waiting for Mosaic and Mosaic said they are waiting for Freedom. They have done no work on my place and I am about to have to start paying for a loan. This process is maddening.

  Business Response

  Date: 02/21/2025

  Dear ****** Family,
  
  Thank you for reaching out to Freedom Forever and for taking the time to share your experience. We understand how important this matter is to you and want to assure you that we are fully committed to finalizing your cancellation.
  
  A dedicated point of contact from our team spoke with you on February 21st to provide reassurance that your cancellation request has been escalated internally to ensure it is submitted to Mosaic so the cancellation can be finalized
  
  To maintain clear and consistent communication, your point of contact will follow up with you via email on February 28, 2025, with any further updates.
  
  We truly appreciate your patience as we work through this matter. If you have any additional questions or concerns in the meantime, please do not hesitate to reach out to your designated representative. We are here to support you every step of the way.
  
  Thank you again for your understanding.
  
  Best regards,
  Freedom Forever

• Initial Complaint

  Date:02/19/2025

  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.

  We had our solar installed and haven't had any issues with the system or customer service until now. I noticed on 2/18/2025 that the lights on our system were flashing. When I logged into the app, I realized we had not had any production since 2/14/2025, unbeknownst to me. I reached out to Freedom Forever 2/18/2025 to find out what was going on and what next steps need to be taken. Talking to the representative, he informed me that our inverter was out and that it had not had any production since 2/14/2025. He initiated a inverter replacement and advised me that this could take ***** days to be replaced. I let him know that this was not okay considering I will still have to make the solar payment as well as any APS production I will be missing out on for the next ***** days while this gets resolved. That's unacceptable. I then reached out to a supervisor with Freedom Forever who told me that it isnt there issue to cover any of those payments and that its not their responsibility to let me know when the system is having issues. ******** services is awful and since the beginning of this I've had half truths from the salesman, to the installation, to now production and maintenance. Unfortunately I don't think I'll be getting solar again due to this company. They have ruined it for us.

  Business Response

  Date: 02/21/2025

  Dear ******* Family,
  
  Thank you for bringing your concerns to our attention at Freedom Forever. We truly understand your frustration regarding your system's production issues, and we want to assure you that we are committed to resolving this matter as quickly as possible.
  
  We have assigned a dedicated point of contact to address your concerns. They spoke with you on February 20th, 2025, to reassure you that we are diligently working on a solution for you. We are happy to report that you are scheduled for a service visit on February 26th, 2025, with an arrival window between 11:00 AM and 3:00 PM to resolve any production issues. 
  
  Additionally, your inquiry regarding reimbursement for any system downtime was addressed. Your point of contact informed you that while Freedom Forever does not guarantee savings, we do guarantee production, and your contract comes equipped with a production guarantee. You may request a System Performance Claim Request at the end of your production year. This request can potentially provide compensation for lost production, and in some cases, lead to the installation of additional panels if necessary to meet your system's Production Guarantee.
  
  We have scheduled a follow-up for February 27th, one day after your service visit, to provide you with any updates regarding the outcome of the visit or additional steps, if needed.
  
  If you need any further assistance before our scheduled follow-up, please do not hesitate to reach out. We are here to support you every step of the way and ensure this matter is resolved to your satisfaction.
  
  Thank you for your patience and understanding during this time.
  
  Best Regards,
  Freedom Forever

• Initial Complaint

  Date:02/18/2025

  Type:Billing 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.

  This pertains to an installation at *********************************************************************************** for ****** ****** Ever since installing solar, our cost of electricity has increased. We are aware of seasonality effects (lower solar production in winter months) and that the amount of electricity consumed will impact the bill. However, the price has increased even on a $/kWh basis. For the October and November billing cycles, we paid SCE an average of $379 for each month (average usage *****kWh). For the ******* billing cycle (first full cycle since receiving permission to operate), we paid SCE $174 and EnFin $300 for a total of $474 (total consumption of *****kWh). The installation is faulty, as we are being charged approximately double by the utility (Southern California ******* for every kWh imported from the grid according to the solar inverter (SolarEdge). As an example, For the first 17 days of February, the inverter shows that 201kWh was imported from the grid; SCE is showing consumption of 394kWh.We have been speaking continuously with the seller (Babio), installer (Freedom Forever), financing provider (*****), and service provider (********), none of whom have been willing to help. We have raised two separate complaints with *****, which they have failed to address. Nobody has been to the site to inspect the system despite repeated requests for a physical review of the equipment.

  Business Response

  Date: 02/22/2025

  Dear ****** Family,
  
  Thank you for bringing your concerns to us at Freedom Forever. We understand your frustration regarding your energy cost expectations after installing a solar system, and we want to ensure you receive the support you need. To assist you, we have assigned you a dedicated point of contact.
  
  We are pleased to note that you were able to speak with your point of contact on February 19, 2025, to discuss your concerns regarding energy savings and solar production. During that conversation, they informed you that your contract holder, Enfin, is responsible for investigating any production-related issues. If service is required, Enfin would issue a work order to Freedom Forever detailing what needs to be addressed. Additionally, they would be the appropriate party to address concerns related to savings, as any guarantees or promises regarding savings and production fall under their responsibility.
  
  Nonetheless, we offered to review both concerns within our limited scope and provide guidance. You mentioned that you would be sending your energy bills for review, and your point of contact will follow up with you on February 27, 2025, to share their findings and offer further guidance.
  
  If you need to speak with your point of contact before the scheduled follow-up, please dont hesitate to reach out. We are here to support you however we can.
  
  Best regards,
  Freedom Forever

  Customer Answer

  Date: 02/26/2025

  hi,

  as mentioned we have already reached out to enfin multiple times and they are saying freedom forever is responsible since the system was never operational. After additional investigation, enfin determined that FREEDOM FOREVER did the wiring incorrectly and FREEDOM FOREVER needs to send someone to fix it and they already sent you all that information on Monday.  Can you please confirm when you are sending someone to fix the wiring and that you will be reimbursing all our bills up until it is fixed since the system is not operational as weve been trying to tell you for literally 3 months at this point.  

  Business Response

  Date: 02/28/2025

  Hello ****** Family,
  
  Thank you for your response. We understand the urgency of getting your system serviced. As previously discussed, a work order from Enfin was required to dispatch our service team. Im happy to share that we received the service request from Enfin on February 27, 2025, and your service visit has been scheduled for March 11, 2025, with an arrival window between 11:00 AM and 4:00 PM. We look forward to assisting you then.
  
  Your point of contact will follow up with you after your service visit to ensure everything went smoothly and that your system is producing again. If you need to reach them in the meantime, please dont hesitate to let us know were here to support you every step of the way.
  
  Best regards,
  Freedom Forever

• Initial Complaint

  Date:02/18/2025

  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.

  I had a presentation done by freedom forever for solar panels. I canceled the contract within the three day period. I was also told my house was not eligible for solar panels because of the roof Being older than it should be to put solar panels on. About a month ago I started getting emails and now I have a formal letter stating that I have a $9000 loan with mosaic for solar panels. They have told me at ****** that I need to go through Freedom Forever to have them cancel the loan that I never agreed to. I do not have solar panels but now I have a $9000 loan that I never took or agreed on. I have tried to contact freedom forever but Im always placed in the queue and never called back. This is called scamming an innocent person.

  Business Response

  Date: 02/20/2025

  Dear ****** Family,
  
  Thank you for reaching out to us at Freedom Forever and taking the time to share your experience. We truly understand how important this matter is to you, and we want you to know that we are fully dedicated to ensuring your cancellation request is finalized.
  
  Your point of contact was able to speak with you on February 19th and informed you that they would be working to have this issue addressed. A follow-up has been scheduled for February 27th to provide you with a status update.
  
  We genuinely appreciate your patience as we work through this matter. Should you have any additional questions or concerns, please dont hesitate to reach out to your point of contact. They are here to assist you every step of the way.
  
  Thank you again for your understanding.
  
  Best regards,
  Freedom Forever

• Initial Complaint

  Date:02/18/2025

  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.

  Last year we started the process of using Freedom Forever for our new homes Solar Project. After a few miscommunications with the company, and their installers we decided to cancel the project around September 2024. Last month, January 2025, they took a loan out in my name for the project that was cancelled through ******. Now ****** is hounding me about making payments to a loan that I never took out for a project that was cancelled before it began. I have tried going through both Mosaic's and Freedom Forever's customer support but the are unhelpful. Giving no timeline or guarantee that it will be taken care of or cancelled. I would consider a lawsuit if this can not resolve this problem as it has hindered our ability to complete other projects on our house and the emotional stress of having a loan out in your name.

  Business Response

  Date: 02/19/2025

  Dear **** Family,
  
  Thank you for bringing your concerns to our attention. We understand your frustration regarding the incomplete cancellation process, and we are fully committed to resolving this matter as promptly as possible.
  
  A dedicated point of contact has been assigned to your case and reached out to you on February 19, 2025, to address your concerns. They confirmed that your cancellation request has been escalated to the appropriate team to expedite the finalization process with Mosaic.
  
  We are actively working with our internal teams to move this process forward. Your point of contact will provide another update on February 19, 2025, to keep you informed of our progress.
  
  If you have any questions or require assistance prior to the scheduled follow-up, please dont hesitate to reach out. We are here to support you every step of the way.
  
  Thank you again for your patience and understanding as we work toward resolving this matter.
  
  Best regards,
  Freedom Forever
  

• Initial Complaint

  Date:02/16/2025

  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.

  I am writing regarding my solar energy system installed by Freedom Forever at my residence located at *********************************************. I have recently experienced significantly higher-than-expected electricity bills, which I believe are a direct result of the system's performance and its alignment with my utility providers policies.Based on the "Acknowledgement of Utility Billing Practices" document provided during installation, I was informed that my utility provider, *****, does not offer net metering. Instead, exported solar electricity is credited at a rate lower than the retail price. This limitation, combined with the systems sizing and lack of energy storage (e.g., a battery), appears to have caused financial strain, as the system is not offsetting my energy costs as anticipated.Additionally, the production guarantee provided as part of my contract promises a specific level of system performance. If the system is underperforming or improperly sized to meet my energy needs, it would fall short of this guarantee. I request a review of my systems performance to confirm whether it is meeting the guaranteed production levels.Given these circumstances, I respectfully request one of the following remedies:1.A refund to offset the increased electricity costs incurred due to system performance issues.2.An upgrade to the equipmentsuch as the addition of a battery or resizing of the systemat no additional cost to align the system's functionality with the unique billing practices of my utility provider.I trust Freedom Forevers commitment to customer satisfaction and performance guarantees, as outlined in the agreement, will guide you in resolving this matter promptly. I am happy to provide utility bills or any other documentation necessary for review.

  Business Response

  Date: 02/20/2025

  Dear ******* Family,
  
  Thank you for bringing your concerns to our attention at Freedom Forever. We understand the frustration youve experienced with your system's performance and the lack of communication from our support and chat teams. Please know that we are committed to resolving these issues and are here to support you.
  
  We have assigned a dedicated point of contact to address your concerns. They reached out to you on February 19th, 2025, to reassure you that we are diligently working to resolve your system performance and lack of communication issue. They spoke with you on February 20th, 2025 to ensure that you have been scheduled for a service call to have a technician dispatched to your home to repair your system. 
  
  Your service visit is scheduled for February 21st, 2025 with an arrival window of 12pm-1pm.
  
  We also acknowledged your request for utility bill reimbursement and equipment upgrades. We informed you about the System Performance Claim Request (SPCR) that you are eligible to submit each production year (from August 1st to July 31st). You may request the analysis within 60 days of the production year end. The **** may entitle you to compensation for lost production, and there may also be an opportunity for additional panels to be installed on your home if your systems production needs to be increased.
  
  If you need any further assistance or have additional questions, please do not hesitate to reach out. We are here to support you every step of the way and are committed to ensuring your satisfaction.
  
  Thank you for your patience and understanding during this process.
  
  Best regards,
  Freedom Forever

• Initial Complaint

  Date:02/13/2025

  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.

  Solar panels purchase

  Business Response

  Date: 02/14/2025

  Dear Iweh Family,
  
  Thank you for reaching out to Freedom Forever and sharing your concerns about the savings you are seeing on your utility bill. We understand how important it is to feel confident in the benefits your solar system provides, and we are here to support you every step of the way.
  
  To address your concerns, we assigned you a dedicated point of contact, whom you spoke with on February 14th. During this conversation, you expressed interest in canceling the project due to the limited savings youve observed. Your point of contact explained that while Freedom Forever guarantees system production, we do not guarantee specific savings, as they depend on your energy consumption and utility rates. They also clarified that cancellation is not an option, as the system has already been installed and the project finalized. Additionally, they provided insights into how solar production and energy consumption work and suggested exploring alternative energy providers that may offer more favorable solar plans.
  
  To ensure your system is operating optimally, your point of contact has engaged our monitoring team to review its production. A follow-up has been scheduled for Tuesday, February 18th, to go over the results of the system wellness check. In the meantime, please know that your point of contact is available to address any questions or concerns you may have before then do not hesitate to reach out.
  
  We appreciate the opportunity to assist you and remain committed to providing the best support possible.
  
  Best regards,
  Freedom Forever

• Initial Complaint

  Date:02/12/2025

  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.

  Looking into getting solar with Freedom Forever in May of 24. They prequalified us and at that point after given pricing, we concluded it wasnt for us. That week we canceled all the installation and inspections. We assumed that was stopped at that point. review of credit in aug. 24 there was still an open loan for freedom forever lender Mosaic. I sent an email requesting yet another cancellation. Now in Jan of 25 the loan has still not been canceled. Ive called and been hung up on multiple times. I want this loan canceled and feel that taking legal action might be the only way to resolution.

  Business Response

  Date: 02/14/2025

  Hello King ******************** you for taking the time to reach out to us at Freedom Forever regarding your cancellation concerns. We understand how important it is to have this matter resolved, especially considering the timeframe it has taken. Please know that we are committed to ensuring this is handled promptly and to your satisfaction.
  
  To ensure this process moves forward smoothly, we have assigned a point of contact, whom you spoke with on February 13th. They have assured you that the process will be expedited, and they will continue providing you with updates until the cancelation is finalized. A follow-up has already been scheduled for Tuesday, February 18th, to provide a status update and address any questions you may have.
  
  If anything arises before that date, please do not hesitate to reach out to your point of contact.
  
  We truly appreciate your patience, and were here to support you every step of the way.
  
  Best regards,
  Freedom Forever

  Customer Answer

  Date: 02/14/2025

  
  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:02/12/2025

  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.

  I canceled my solar project with Freedom Forever on Jan 5, 2024, yet they have failed to process my cancellation despite repeated follow-ups. A loan was processed under my name by ****** for this project, and I am being billed for a system I never received.I have an email trail dating back to Feb 2024 proving my cancellation request. Freedom Forever has ignored multiple attempts by both myself and Mosaic to confirm the cancellation. My last contact with them was Jan 17, 2025, where they again claimed they were escalating the case, yet no resolution has been provided.Resolution Requested:I demand immediate cancellation confirmation and written proof for Mosaic to close the loan. If Freedom Forever fails to act, I will pursue legal action for negligence and financial harm.

  Business Response

  Date: 02/18/2025

  Dear ******** Family,
  
  Thank you for contacting Freedom Forever and sharing your concerns regarding the delays in the cancellation process. We understand the importance of this matter to you, and we are committed to addressing your concerns with diligence and care.
  
  A dedicated point of contact was assigned to assist you and made attempts to reach you on February 13th and 18th, though they were unable to connect by phone. Despite the inability to reach you, we continued working on your request behind the scenes.
  
  On February 18th, your point of contact sent an email to confirm that Mosaic finalized your cancellation as of February 15th.
  
  If you need any additional assistance, we encourage you to give us a call.
  
  Thank you again for your patience and understanding.
  
  Best regards,
   
  Freedom Forever

  Business Response

  Date: 02/18/2025

  Dear ******** Family,
  
  Thank you for contacting Freedom Forever and sharing your concerns regarding the delays in the cancellation process. We understand the importance of this matter to you, and we are committed to addressing your concerns with diligence and care.
  
  A dedicated point of contact was assigned to assist you and made attempts to reach you on February 13th and 18th, though they were unable to connect by phone. Despite the inability to reach you, we continued working on your request behind the scenes.
  
  On February 18th, your point of contact sent an email to confirm that Mosaic finalized your cancellation as of February 15th.
  
  If you need any additional assistance, we encourage you to give us a call.
  
  Thank you again for your patience and understanding.
  
  Best regards,
   
  Freedom Forever

  Customer Answer

  Date: 02/18/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although one attempt was made to reach me, I did in fact respond to the email back to the same person who attempted to make contact. I have received confirmation from ****** that the loan is being cancelled effective February 15th. I will consider this matter resolved at this time.
  
  Regards,
  
  ***** ********