Solar Energy Contractors
Freedom Forever, LLCThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Freedom Forever, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,386 total complaints in the last 3 years.
- 389 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/11/2023
Type:Billing IssuesStatus: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.
The slick salesman came into my home, got us excited about everything, got us the pre approval . After they knew we were approved they then changed everything we talked about, said they where going to cut down our trees, said in the summer it’ll only cover half our electric bill. We then canceled everything and revived many messages and phone calls trying to pressure us back into it. Two and a half months after the cancellation, they processed a lone for $34,000. They then said this should be fixed in the next few months. I now need to pay a loan for something I canceled.Business Response
Date: 02/22/2023
To whom it may concern,
As of 2/16/2023, Freedom Forever submitted the request with m***** to cancel this loan. The Supply and Installation agreement is officially cancelled with Freedom Forever but Freedom Forever has no control over the timelines M***** has to cancel the loan on their end. We advise the customer to reach out to m***** to expedite the request.
Initial Complaint
Date:02/11/2023
Type:Service or Repair IssuesStatus: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 do not recommend this company to anyone because my new 2020 home is now leaking in several spots after solar installation. They approved my home for installation after inspection. While they installed the panels they tore the roof up in front of me. The company initially admitted it was their fault. The repair guy came and evaluated the claim and sent it to the escalation team, but now they are saying it is not their fault. I called and was placed on eternal hold, no one will talk to me. I am being completely avoided. I have children and an elderly father in my home and if something catches fire due to a short circuit caused by the leaking my family will be in danger, I really need you help in this matter, please. I am getting no where on my own. Thank you for your time.Business Response
Date: 02/22/2023
To whom it may concern,
Freedom Forever completed a roof assessment and came to the conclusion that the leak is not solar related due to there being pre-existing damage on the customers roof such as the heavy amount of tar on the roof, wood rotting, and a dip in the roof at front of the house where it seems the customer had someone out to paint between the audit and install. Freedom Forever reviewed into this project some more after the BBB complaint and still believe this to be NSR.
Please also be aware that we did complete a water test onsite, and per the branch management team, no leaks appeared to be occurring under where the array is located.Initial Complaint
Date:02/11/2023
Type:Sales and Advertising IssuesStatus: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 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.of the line for the solar wall, and we were assured we were. Fast forward to December of 2022 in which we finally were getting notified that out Tesla wall was getting installed.
Now the order of events goes as follows:
1. CPS ended their program on 12/16/22 and Freedom Forever had not filed their paperwork with them yet
2. My Tesla wall was installed on 12/27/22
3. Permission to operate was requested after the wall was installed
4. Freedom Forever put in the request for the rebate
Because of the 10+ MONTHS it took for this whole process to happen, Freedom Forever is trying to make me pay for the $3000 they missed out on by trying to add that amount to my bill. I have signed a contract in good faith that set my price and loan at the above listed amount of $32,819. I refuse to pay this extra $3000 (bringing the total to $35,819) simply because Freedom Forever drug their feet in completing the work in a timely manner.Business Response
Date: 02/21/2023
To whom it may concern,
This issue has been resolved and the customers contract has stayed at $32,819.
Initial Complaint
Date:02/10/2023
Type:Service or Repair IssuesStatus: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.
Contracted with Freedom Forever to have $48K of solar panels installed and turned on to operate.
The panels were installed in August. They have not been turned on. They kept telling me that the proper paperwork was filed with National Grid and the hold up is with the utility.
I took it upon myself this week to contact National Grid I was told they were still waiting on the proper paperwork from Freedom Forever. They could not move forward until the paperwork was received.
I called Freedom and they tried to insist the problem was with National Grid. They would call me within 49 hours with a resolve. That was 3 days ago. They no longer respond to my email inquries.
They have been paid in full. They have not lived up to their end.Business Response
Date: 02/15/2023
To whom it may concern,
As of 2/15/2023, this project is complete and received permission to operate.
Initial Complaint
Date:02/10/2023
Type:Service or Repair IssuesStatus: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.
Freedom Forever installed a solar system in my house over a month ago. They gave me instructions to turn it on. I turned it on and they told me my system was working. I received my next electric bill with no change. I reached back out to them and they then told me my system wasn’t actually on. They told me they were sending a tech out and I had to take more time out/lost pay. The technician never came. They have now told me the techs are busy and they will have to get back to me with an answer of when they can come again but I will have to take another day out of work. I have now been paying payments for my electric bill with no change + my payments for the system that isn’t even on yet. I’m getting ready to take legal action against them but I would prefer the BBB to solve this problem. Also Freedom forever told me they can refund my two Solar payments but it will take 8-10 weeks. There is no reason a refund of my money should take that long because of their incompetence.Business Response
Date: 02/20/2023
To whom it may concern,
The customer's system is reporting good connection as of 2/19/2023. Even if the system was connected when it received permission to operate typically customers will need to go through 1-2 billing cycles before they can see reporting of their system on their utility bill. Freedom forever does apologize for the dela in activation and has agreed to compensate the customers loan payment. This reimbursement request has been submitted to Freedom Forevers account payable team and is currently being processed.
Initial Complaint
Date:02/10/2023
Type:Billing IssuesStatus: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 am rejecting this response because:The number do not add up to what they were supposed to be. I have attached a truth in lending document, the solar incentive document that shows the amount that the loan should have been reduced to and the first loan statement showing the original cost of the solar project which is the same as the truth in lending.
Am I missing something, because according to what is recorded on these documents the solar project cost was never reduced by the amount that the solar incentive should have reduced it to. The truth in lending document shows a financed amount of $46,316.38 which was the total cost of the solar project. The solar incentive when it was applied for was submitted for that amount. Looking at the solar incentive document the total cost of the solar project should have been reduced from $46,316.38 to $45,116.38 but that is not case when you look at the first loan statement which shows the total amount of the loan balance to be $46,316.38.Business Response
Date: 02/21/2023
To whom it may concern,
The customer receives the benefit of the Energy Trust of Oregon (ETO) incentive upfront, thus lowering their net system cost. ETO's residential solar incentives are paid to the solar trade ally (or us, Freedom Forever LLC) once the system verification is complete. All Oregon projects in ETO territory (Portland General Electric and Pacific Power customers) --if they meet the solar shade/ TSRF requirement of 80% and above--may qualify for a discount on the PPW for the ETO incentive, so the customer's total cost for their project was already lower because Freedom Forever anticipated receiving the rebate.
Business Response
Date: 03/15/2023
To whom it may concern,
After further review with leadership, Freedom Forever has agreed to mail the customer a check of the $1,200.00 so that they can apply it to their loan. A w-9 has been sent to the customer via DocuSign. The IRS requires Freedom Forever to get filled out for all outgoing payments. Once Freedom Forever received the customers signed w-9 the check will be mailed to the address associated with the project.
Customer Answer
Date: 03/18/2023
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.I have sent Freedom Forever the requested W9.Initial Complaint
Date:02/09/2023
Type:Service or Repair IssuesStatus: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.
Our complaint is with Freedom Forever Solar's inability to turn on the solar system that was installed on our roof in the beginning of August. Our original plans were sent to the city of San Diego in August and required edits. After calling and inquiring several times we were told that the plans were waiting on the city. However, that was a lie and Freedom Forever had never sent back the required edits. We took it upon ourselves to contact the utility company and city to try and move things along to get our solar panels inspected. We have been waiting since December for freedom forever to get an appointment scheduled for an inspection and a warning placard to be placed on our system which allow our system to be turned on. We have exhausted every avenue to get this job finished. However, we get only generic responses from costumer service and are told we will be called back in 48-72 hours but never receive a call. We are unable to talk to any specific employee since no-one has a "direct line". Several people in our neighborhood had solar installed months after us (November & December) and had there solar turned on the very next month. We have done Freedom Forever's job as far as we could to finish this job but are out of options to move this project forward and need help.
We signed a contract with Freedom Forever for over $16,000 and are paying $50 a month for panels that aren't working while also paying over several hundred dollars in our electric bill.
Thank you for reading this whole complaint. We are reasonable people and just would like the service we paid for.Business Response
Date: 02/20/2023
To whom it may concern,
Freedom Forever is currently pending the utility company SDG&E to move this project to completion. SDG&E has informed us that due to supply chain issues, renewable adapter applications will no longer be accepted until further notice. Freedom Forever is working on getting this resolved and in the meantime, we are reimbursing the customer loan payments until permission to operate is received.
Initial Complaint
Date:02/07/2023
Type:Service or Repair IssuesStatus: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 rejecting this response because:
These payments are the ones to refund me for the payments to mosaic, not the ones to refund me for power not produced. I am still waiting on the checks for the refund for the power not produced. ted compensation from them for all the miss-steps on their end and to stand by what the sale rep told me. This company is run poorly and very dishonest. Their customer service is nonexistent.Business Response
Date: 02/20/2023
To whom it may concern,
Freedom forever completed a service call on 1/11/2023 and discovered that the customers communication board was not working properly. That same day Freedom forever reached out to Solar edge to have a commination board replacement to be sent. On 2/7/2023 the new communication board was delivered and appointment to swap out the replacement was scheduled for 2/14/2023. During the 2/14/2023 service call, Freedom Forever service tech called SolarEdge, and they did a coverage check and where it’s installed the system the signal is weak to pick up with cellular, so they said either Wi-Fi gateway or a zeebig needs to be installed. The customer has been in communication with Demario Jackson, Customer Support Supervisor and who is assisting him getting this resolved. The customer has also been informed that they can submit a system performance claim where Freedom Forever can compensate for loss production if the production guarantee was not met.
Business Response
Date: 02/28/2023
The customer has already been compensated for all previous months. Please see screenshot of check numbers that were mailed to the customer.Initial Complaint
Date:02/06/2023
Type:Order IssuesStatus: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.
My wife and I entered into a contract with Freedom Forever for installation of solar panels on our house. The salesman and the technical representative completing the mockups both guaranteed that they would submit a mock-up which provided a 100% energy offset (~18K kWh/yr) AND meet the requirements of our HOA. Instead, Freedom Forever has provided a mock-up which only provides about 15.5 kWh/yr and paperwork to use a legal ruling in Texas to try to pressure our HOA into using the original mock-up which did not meet HOA standards.
We do not want to go against our HOA as it was a major selling factor to us and others in the neighborhood, and we do not want to be ostracized by the neighbors because of this. My wife and I feel that we are at an impasse at this point and no longer have any faith in Freedom Forever to complete the project as agreed upon with the salesman and tech team. Instead we have only been met with pressure to change our requirements and to put us in a problematic situation with our HOA and our neighbors.
The documentation provided on the legal ruling states that "the homeowner can petition for an alternate location if he or she can prove that the alternate location would increase the estimated annual energy production of the solar panels by more than 10%." It does not state that we have to, and we do not wish to go against our HOA. For this reason, we just simply wish to end ties with Freedom Forever and dissolve the contract.Business Response
Date: 02/17/2023
To whom it may concern,
Freedom Forever suspects that the Sales rep. stated we would create a design that would meet the requirements of the HOA, they said that with Texas solar access laws in mind. Freedom Forever is not going against HOA standards by submitting an efficiency letter, rather coming to an agreement based off the laws in place. On 1/20 the HOA requested a cost/benefit comparison of our design vs the HOA's proposed design (HOA only wants panels on roof 1 aka East facing plane). The homeowner wants to abide by HOA preferences, even though the HOA would be required to approve our design.
After speaking with the customer, they stated that they were going solar for environmental impact and don't feel it would benefit them to proceed with lowered production, and they don't want to upset the HOA/neighbors by petitioning for street-facing panels. They communicated the HOA's guidelines to the sales rep. and are frustrated the info didn't make it to the HOA team.
Due to this, Freedom Forever has submitted the request to cancel the solar project per the customer's request.
Initial Complaint
Date:02/06/2023
Type:Service or Repair IssuesStatus: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.
Freedom Forever rushed to inspect my solar panels and turned them on without having ensured they were in working order. They rushed to turn on my solar panels after I submitted reimbursement claims for them to pay the solar panel loan as they are required to pay whenever they are not turned on in a timely manner. After turning my solar panels on, I noticed that there was a huge issue with them as they were not working properly and only putting out 1% of their expected output. I have contacted freedom forever on multiple occasions to repair my solar panels and all they have done is push out my repairs by 72 business hours each time I call. Additionally, I have spoken to 2 supervisors, Cinque Sanders being the most recent, and they were only able to tell me that there is nothing that can be done. I am very frustrated and feel like I’ve been scammed and that I am locked in a contract with those who lack any attention to their customers. At this point, I am considering legal action to settle my dispute.Business Response
Date: 02/10/2023
To whom it may concern,
Freedom Forever completed a service call for this project on February 8, 2023. During the service call it was discovered that the customers inverter was not working properly and needs to be replaced. Freedom forever has filed a claim with SolarEdge to get a replacement inverter. Once it arrives, Freedom Forever will schedule a second visit to swap out the inverters.
7.2 Warranty Exclusion. The Limited Warranty excludes products not manufactured by Freedom Forever. The Customer shall be entitled to
all warranties, if any, provided by the manufacturers of the components, accessories and equipment that are not manufactured by
Freedom Forever, but which Freedom Forever installs. These items generally include, but are not limited to, solar panels, inverters, and
disconnect switches. Freedom Forever does not expressly warrant these items because it is not involved in the manufacturing process.
Occasionally, a component, accessory or item of equipment will be unavailable for reasons beyond Freedom Forever’s control. If this
should occur, Freedom Forever shall have the right to substitute a reasonably equivalent item. The Limited Warranty excludes any
measuring or monitoring equipment or service.
Freedom Forever, LLC is NOT a BBB Accredited Business.
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