Business Profile

Solar Energy Contractors

Freedom Forever, LLC

This business is NOT BBB Accredited.

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This business has 2 alerts

Pattern of Complaints

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

1,388 total complaints in the last 3 years.
394 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:10/24/2022
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.
I went into contract with Freedom Forever on 3/15/22. From day one I could tell I was dealing with incompetence at every level but unfortunately ignored the red flags. Three months went by with no movement on installation and when I would reach out I was always told the same default answer which told me nothing. I went ahead and canceled with the only stipulation of owing for the promotional Vivint system. I was sent three different amounts to pay over the course of a two weeks. I wasn't sure which amount to pay but after some negotiation we agreed on a price of $1300.00. My only request was I needed to sign a document stating our business together was final and neither them nor their parent company (Sun Run) could come after me for more money. This was due to the fact that Sun Run called requesting payment whom Freedom installs for. They were not able to create such a form and now are threatening legal action. This is not only Incompetence but also harassment and once again the amount I owe was changed. I later found out the salesman used my name and the fact that I have 25 years in the electrical industry as part of his sales pitch to gain business in my neighborhood due to the fact that I am respected and Knowledgeable in that industry and if I was signing up they figured it must be a good system, The salesman actually told me this and it has been substantiated by my neighbors. Since receiving the legal threat I have reached out multiple times and have not been able to speak with anyone that cares enough to get this handled. I have email documentation of the agreed upon price but they have chosen not to honor that agreement. I always pay my bills and have had zero late payments in over twenty years. It's very frustrating that they have chosen this route rather than creating a simple document. I would like to settle with them ASAP and am looking for a little help to make this happen.

Thanks
**** *****
Business Response
Date: 11/07/2022
To
whom it may concern:

After reviewing the BBB complaint submitted by ******* *****
the following was found. We have agreed to cut the cancellation fee cost
for the customer from $3,000 to $1,300. We have provided the customer with the
invoice. The customer has the option to pay via PayPal or mail a check to our
headquarters. Once that invoice has been paid the customers contract will be
fully cancelled. If the customer does not pay this amount, then Freedom Forever
will continue sending the customer demand letters.
Initial Complaint
Date:10/19/2022
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.
We signed a contract in May of this year with Freedom Forever to have solar panels installed on our home. In August of this year the panels were installed but the unit has never been working or provided our home with one minute of solar energy. I have reached out multiple times to the company and to our salesman with no success of getting our system up and running. Unfortunately the bank paid the loan amount to Freedom Forever without asking if the system was working and the bank now expects me to pay for a non-working system.
Business Response
Date: 11/04/2022
To whom it may concern,

The customer did not have a fully function system due to our installation crew being denied connecting to her cell kit during the installation. Our escalations team reached out to the customer and will not allow us to connect to her Wi-Fi, we are working on getting this scheduled. Freedom Forever is also reviewing to reimburse the customers finance payments.
Initial Complaint
Date:10/18/2022
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.
Freedom forever FRAUDULENTLY sold me solar panels that are currently not even working, and I am paying for them. I am paying a comed bill and a solar panel bill for panels that haven't worked in months. The salesman advised this would save me tons of money which I should have known was a lie because it sounded partial too good to be true . When I requested to cancel my contract due to FRAUD , freedom has now refused to take these tacky panels off my roof !! I will not proceed to pay them for services that are not working and that I was lied to when it came the point of sale.
Business Response
Date: 10/25/2022
To whom this may concern,

Currently, Mr. ****'s case is being worked by Freedom Forever escalations team and they will continue to work with Mr. **** until a resolution is agreed on. Thank you.
Initial Complaint
Date:10/17/2022
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.
Freedom Forever used false sales tactics in order to get me to sign a contract for solar installation. Finally, after multiple delays and missed promises I noticed they had breached their contract for timeliness of completion. After having a very heated conversation with they sales rep, I informed him (****) that I wanted to cancel as they have breached their own contract. He said fine and would send me the cancellation notice. About an hour later, his branch manager called and tried to get me to change my mind. I told him I wanted written confirmation of the cancellation as they were in breach of their own contract. He promised he would provide that and remove the financing agreement as well since this was their breach. It has now been almost a month later, I have sent several emails, called several times to their company customer service number and no luck getting ahold of anyone.
Business Response
Date: 10/18/2022
To whom it May Concern,

Mrs. ******** requested the cancelation of the solar project
on 09/16/2022. Freedom Forever cancelations take anywhere from 2 weeks to 60
days for the cancelation to be complete and the finance company to be notified.
Freedom Forever does not send out any form of formal letter of cancelation.
However, this project is now reflecting canceled in the Freedom Forever Portal.

Mrs. ******** is financed with a third-party company Mosaic.
Our renewable finance team is contacting Mosaic to advise them of the cancelation
of this project. Freedom Forever has no control over the cancelation timeline
or notification from Mosaic as they are a third-party company.
Customer Answer
Date: 10/18/2022
I am rejecting this response because:
The local Branch Manager of this company assured me a written cancellation notice. Without cancellation, how am I supposed to move forward with another company as this job and the financing are keeping me in limbo.

I should not be requested to accept a response that is "sure to happen in the future". Not one time did any representative of the company express to me it would take 2 months to cancel a project. The blocked my cell phone, refused emails from my email, and have yet to cancel.

I have zero confidence this company will follow through. I will however, accept their response when it is accompanies with an actual solution that has taken place - not a promise of something to take place in the future - which they have broken time and again with me.

The "third party financing" was the financing they brought to me. Not one I secured separately.

I am willing to accept any resolution that is final, and not a promise of a future resolution.

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

Business Response
Date: 10/19/2022
To whom it may concern;

This project is showing cancelled on Freedom Forever end. Freedom Forever has no control over Mosaics timelines. Freedom Forever advises that the customer reaches out directly to Mosaic to speed up the cancellation process of her finance loan.
Initial Complaint
Date:10/17/2022
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.
My name is *******, I am a current freedom forever customer who purchased 2 systems from them, so this review should not be regarded as biased buy solely because I have ran out of patience . In january 2022, my LG back up battery had a major recall on it, and I have been without my back up battery since January 2022, and I been in and out of blacks around the houston, Texas area. and Imagine a house with solar without battery and to worsen it, the increased electricity rates is killing me, now its October 17th 2022, I still do not have my battery, and each time I call, the response is i should call back. I have ran out of patience.
Business Response
Date: 10/19/2022
To whom this may concern,

Mr. ******* was concerned due to the delay in their LG Back Up Battery being
replaced. Freedom Forever’s Regional Service Manager reached out to LG on Aug
30^th,2022 to escalate Mr. ******* concerns to logistics. Logistics
responded to Freedom Forever with 48 hours. We were expecting to receive the
battery withing 2 to 4 weeks. Freedom Forever service team has received the new
LG battery and has scheduled Mr. ******* for Friday October 21,2022 ETA: 7am –
11am.
Initial Complaint
Date:10/16/2022
Type:Product 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 pannel and battery issues. Reported several time to customers service. No response from them. Also equipent failure and company has no respond to the request to take care of the issue in residential property.
Sales man, lie about the service since this company seems to have many issues with promised equipment performance, while they dont do anything to meet or exced promises.
Business Response
Date: 10/21/2022
To
whom it may concern:

After reviewing the BBB complaint submitted by ****** ****** the following was found. The customer has an alert on her inverter for
communication issue we can’t verify that the system is not producing solar or
that it is. We asked the customer to confirm lights on site for the inverter
and We also have our monitoring team reviewing her SolarEdge app. The customer
is eligible for their year 2 system performance review, if their system did not
meet the production guarantee then they will be compensated for downtime, or we
will add panels to meet the production guarantee. If there is something wrong
with the inverter, we will send a tech on site but typically with communication
issues that is not needed.
Customer Answer
Date: 10/21/2022
I am rejecting this response because:

This is the third time we deal with this matter. Freedom forever keeps promising to resolve the issue and we continue to pay a 40K loan and the equipment continue to have an issue.
I personally emailed the person to contact me and they went and contact some one else regarding the matter while this some one else was not in the process of installing them, checking with them and getting familiar with this. They have not reach me. Customer service only do open tickets, this are not resolutions to me is like order takes only. Management lack of communication and seems to hide behind the ticket opener or order taker instead of confronting the customer.

Unfortunately, Freedom forever lacks of accountability for products and services, I can tell is not the first complaint regarding and the public reviews are bad.

*****

Business Response
Date: 10/26/2022
To
whom it may concern:

After reviewing the BBB complaint submitted by ****** ****** the following was found. The customer had a bad cell kit and that has been
replaced as of today 10/26/22. The customer has had their year 1
System performance claim request completed. The customer will be compensated
for the downtime once the customer provides a filled out
W9. Once the w-9 has been verified Freedom Forever will mail the customer a check of the
compensation amount $224.11
Customer Answer
Date: 10/27/2022
I am rejecting this response because:
System has been having issues since day one. We had 2021 system failure for the whole summer and then again 2022 for almost the same period of time. I understand this is a manufacture issue, however, we purchased the system from freedom forever not the manufacture and if this continue to happen, why they have not been responsible for replacing the battery or panels that continue to failure. IF this does not happen I'm sure we will continue to have challenges in the next few months.

Besides the credit given back for failure is not plenty to cover what we paid to East bay/PGE energy for the months in which we have the issue both 2021 and 2022, and they still believe this has been resolve without consulting our concerns directly and making statements without checking with us.

I'm demanding to have some one of the management consult with me the possible options to assure this wont happen again or to return the equipment and return my 40K invented before we get in to legal issues

*****
************
Initial Complaint
Date:10/16/2022
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 entered into contract with Freedom Forever Arizona in January 2022 to get solar panels. Since the panels were installed there had been nothing but problems. The installation process was a nightmare and the company was very shady and getting the work done or returning phone calls. Since I had the panels my electric bill has gone up exponentially. When I called the company to ask about why this was happening they told me that it was broken and needed a new part on order.

Since I called to try to get assistance they will no return my calls or emails. We are now behind on our power bill as the broken equipment is draining power from me. I have paid my bill on time each month for the solar contract but they have not done anything to assist in getting the panels to work.

I want to be reimbursed for the money I spent on the panels and out of the contract. They have not worked and Freedom will not work with me to address the issues.
Business Response
Date: 10/24/2022
To Whom it may concern: We have received the BBB complaint
from the customer **** and the following information has been found and relayed
to ****.

**** has been informed that we have him scheduled for the
replacement inverter on 10/28. The inverter went down on 9/10 and was requested
to be replaced on 9/12, due to the manufacture experiencing supply chain delays
we did not get the inverter until 10/17 and **** was scheduled for the soonest
availability to replace the inverter.
**** has also been informed of the SPCR (System Performance
Claim Review) as this is how to account for the down time of the system and
when to be able to submit for this. It has also been confirmed that **** has
access to monitor his system as well.
Initial Complaint
Date:10/13/2022
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 signed a contract with ******* ********* (Sunder Energy) on 6/3. Due to a cancellation, my project was scheduled on 7/29 and installed 8/1/22. I sent the 80% payment on 8/9.
On 9/1 I received an email from the Funding Coordinator that the pymt had not been received. I sent a screenshot of the wire transaction and her email thread from 8/2 - 8/9. I requested Jeffrey’s help with a resolution and submitted a ticket with the Customer Support team.
The next email from the Funding Coord’r came on 9/15 indicating Acctg still did not have my pymt. I resent the email thread and another screenshot of the wire transaction. I called ******* and requested a call back and help with this issue. He has never called back
I was informed on 9/16 that my 80% pymt (on Project ID F237451) of $11,600 on 8/9 was a wire fraud issue. The Funding Coordinator’s internal company email had been hacked. She advised the issue was escalated to upper management. On 9/17 I sent 2 emails to Brett ******, CEO (via the customer svc email address, per instructions given to me on 9/16). On 9/20 I mailed copies of the 9/17 emails directly to Mr. ******’s attention. On 9/26 and 9/30 I called customer svc for status. On 9/26, I was told 3 depts were addressing the issue and someone would reach out to me shortly. No one did. On 9/30, I was told ‘no status from escalations available’. Cust svc said they were also unable to get through to the Executive Office. The svc rep then suggested sending me to the Houston office or having the Funding Coordinator call me? I advised I need the CEO’s office to reach out to me. On 10/7, I sent 2 more emails to Mr. ******. I still have not gotten an acknowledgement of any kind from anyone in the company or sales. I need someone to contact me and help me figure out how to resolve this issue. My solar system is not yet activated. My intention is to get to a resolution of the wire issue and re-establish an open communication link that can endure the duration of the warranty.
Business Response
Date: 10/21/2022
To whom it may concern,

Freedom Forever had sent the customer the 80% install invoice after install. The customer didn't see it, Freedom Forever continued to following up. Eventually the customer let us know that she did make the payment, however Freedom Forever Account Receivable Department never confirmed the funds. When Freedom Forever asked for proof of payment from the customer, it was discovered that the banking information the customer wired the fund to was not a Freedom Forever account. When investigating further, the customer had in fact been communicating with ****** from Freedom, and a fake email address that very closely mirrors ******'s (**********@freedoRNforever.com vs the correct **********@freedomforever.com). The customer mistakenly wired the funds to the account that was sent by the incorrect email. The customer is now stating that she believes freedom is responsible for the mix up. Freedom Forever IT team confirmed that those email addresses were not sent from Freedom, and were sent by some sort of scammer. Freedom Forever did advise the customer to try to work with her bank to get the funds back.
Business Response
Date: 10/31/2022
To whom it may concern.

After reviewing Ms. ***** case with Freedom Forever escalations team the following information was found: The message sent to ********@sbcglobal.net did not
originate in our environment nor do we manage the domain,
“freedoRNforever_com”. Therefore, we do not control, nor do we have, any
backend data regarding this incident. This incident is isolated to ********@sbcglobal.net and the
malicious sender only, not Freedom Forever. Thus, it is imperative to be
cautious when interacting with all emails.

Below are the details of “freedoRNforever_com”:

freedoRNforever.com resolves to 99.83.154.118 (Amazon.com,
Inc. (AS16509)

IP Address: 99.83.154.118

CIDR IP Address Subnet: 99.83.154.0/24

Fraud Score: 99 – High Risk – “It is likely this IP address
will be used for fraudulent behavior and malicious activity based on recent
actions by this IP address.”

IP reported as deny listed

Exhibited recent bot activity

Proxy/VPN Detected (High risk proxy connection)

City: Seattle

Region: Washington

Country: US

Time zone: America/Los_Angeles

Latitude: 47.61000061

Longitude: -122.33000183

Hostname: *****************.********************.com

Autonomous System Number (ASN):

DNS Record Published | DNS record found

DNS Hosting Provider: "Namecheap, Inc"

Customer Answer
Date: 11/03/2022
I am rejecting this response because:

I am rejecting the 11/1/22 response from Freedom Forever LLC
because they still refuse to acknowledge that the initial email, on August 2^nd,
came from their Funding Coordinator and that their authorized sales
representative, ******* ********* (Sunder Energy) was copied on every email sent
on this email thread. Also, on August 8^th, the sales representative
emailed me (still on this thread of emails) and advised the Funding Coordinator
was trying to reach me. Later the same day, after several additional emails, he
emailed me (again still using the same thread of emails) and wanted to confirm
I had the new wire instructions. This sales representative lives in Katy Texas,
but his email IP address was not included in the company’s IT assessment from
what I can see. Sunder Energy and Freedom Forever, LLC have a partnership for the
sale and installation of solar systems. The Sunder Energy sales representative
informed me, during the quote process, that he is a contract employee with
Freedom Forever, LLC.

Another issue that Freedom Forever LLC refuses to
acknowledge is that the Funding Coordinator received a forwarded copy of the
email thread and the wire transaction screen shot a little more than two weeks
before she even advised me of the suspicious email issue and that the recipient
bank was not even their bank.

I am attaching copies of the emails from August 2^nd,
3^rd and 4^th. I am also attaching copies of the emails
from the sales representative on August 8^th. I sent all this
information to Mr. ****** on 9/17/22.
On Monday, October 31st, Kriscely, from Freedom
Forever LLC’s Customer Support Team called to ask about my first rejection and
asked for a copy of the emails. I told her she already had all the
documentation in the email and letter I sent to Mr. ****** (and twice I had
sent the emails to the Funding Coordinator). She indicated that she would dig
into the emails and that the Escalations Team would reach out to me. Kriscely
also asked if I had reached out to Sunder Energy. I told her not yet since I
had only spoken with the sales representative and Freedom Forever LLC staff during
this entire time. On Tuesday, November 1^st, I received the attached BBB
company response. I called Kriscely on
11/2/22 and requested she call me back. I spoke with her on 11/3/22. She promised
to broaden scope of investigation to follow up with Sunder Energy to do a
similar due diligence. She will check into lack of communication from the
executive office and gave me her direct # to call when I wanted to reach her.
Initial Complaint
Date:10/12/2022
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.
Company was supposed to refund me in 2-3 weeks for payment made during time in which solar system still wasn't turned on. I requested this refund on 8/20/2022 and have called in numerous times since then to figure out where my check is. Each time I call in they say they will message the accounting department to figure out when the check is going to be sent out. Each time I call they say they will have it sent out immediately and then a week goes by and I call again and it still hasnt been sent. All i want is my refund! Please help me get my money back!
Business Response
Date: 10/17/2022
To Whom it may concern: We have received and reviewed the
BBB complaint submitted by Mrs. ******* and the following has been found and
relayed.

The compensation has been submitted and has been sent to the
customer for an overnight check this was on 10/13/22 for the check number
#****. The customer has received the check for the reimbursement.
Initial Complaint
Date:10/12/2022
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.
I leased solar panels from this company known as Sunrun/Freedomforever. At the time I signed the contract I asked about the removal and reinstallation of the panels should I need to replace the roof. I was told it would not be a problem, just let them know and they would do it and I was told at no charge. They did not give me a written copy of the contract, said I could access it online. Now I have roof damage from the hurricane and ****** wants to charge me $170 per panel to remove and reinstall, said it is written in my contract. I told them what was discussed at time of contract and they said sorry but there is a charge. I have 47 panels. I think it is sneaky and a violation of good faith to put in a charge for this service and not give me a written copy so I could see exactly what was added to the contract without my knowledge. Attached is the statement of cost to reove and reinstall solar panels.
Business Response
Date: 10/12/2022
To whom it may concern,

This customer has a contract with Sunrun, unfortunately Freedom Forever has no say in what Sunrun charges their customers. ******* will need to address their concern with *******

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Freedom Forever, LLC is NOT a BBB Accredited Business.