Business Profile

Solar Energy Contractors

Freedom Forever, LLC

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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

1,384 total complaints in the last 3 years.
393 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:10/07/2022
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.
Solar from Freedom Forever was installed on 8/26/22 without completion, and there is no meter available to complete the project. However as a consumer my billing started right after, and I contacted Mosaic who is the loan company, and i had to pay for the bill of $120.24. I was told by Mosaic to contact Freedom Forever and request for a refund, this was processed on 9/22/22, and i was told it will take 6-8 weeks to be reimbursed. This is not acceptable, if services are not fully installed and solar isn't working why would consumer are billed for services that aren't justified. I request for an open investigation due to the fact that Freedom Forever is not holding their part in the contract agreement, and when contacting Freedom Forever at *** *** ****, they are told to tell consumer to pay monthly bill and request for reimbursement, this is not acceptable. Their customer service is horrible, you will need to call several times to get someone to answer, and when asking for a manager or supervisor, and I spoke with ******* who placed me on hold to get a hold of a Supervisor named *****, and then she hung up and never called me back. Please there must be something that you can do about this company. I urge to investigate this matter. Thank you
Business Response
Date: 10/12/2022
To Whom it May concern,

Mrs. ******, has stated that the meter with Modesto
Irrigation District is not available. However, the project is still pending
final inspection. The final inspection is scheduled for 10/12/2022. We do not
have a time as the city/county inspectors do not give us a time until the
morning of inspection and in some cases. We only get an hour notice as to when
they will arrive.
Freedom Forever, does not submit to the utility for
permission to operate until the final inspection has passed as the utility
companies require the final inspection card. Once the final inspection with the
City of Modesto has passed, we will then submit all documentation to MID.
As for the reimbursement for solar loan payments. Freedom
Forever does this as a courtesy to customers as we do not control the loan
payments or payment dates. Accounting is processing the reimbursements as
quickly as possible. We have requested that the payment be issued as soon as
possible for Mrs. ******.
Thank you
Initial Complaint
Date:10/07/2022
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 installed my solar panels in March of 2022 promising great savings. As months went by, my savings were aroung $15 dollars per month. My solar panels cost over $80 per month. Their whole pitch was that the panels pay for themselves with the savings. I have an app that supposedly tracks the amount of solar energy I am producing. The app states that I produce between 700-800 Kwh per month, my energy company states that I produce around 300 kwh based on the meter reading. Recently a sales person named **** or **** from Freedom Forever was soliciting and tryig to sell me more panels, I explained my frustruations and he said that the app is inacurate and its not really connected to any metrics and that my panels were placed on the wrong area of my roof where the sun is not that strong. My original sales person sold me on Tesla panels stating that they work in the shade. Apperantly that is a lie as well.

Now, I have called several times time before meeting **** and left messages asking for someone to call me back and simply explain to me what is happening. The young lady said that they promise production and not savings, meanwhile their "hold" messages they have on repeat state that your life will be so much simpler with solar panels and you'll be saving so much money for your family with their solar system. I have never recieved a phone call back. First time I called was early July 2022.

I have reached out to my electric company and they stated that they only go by the meter reading.

Freedom Forever is a bait and switch company with completley false advertisements.
Business Response
Date: 10/12/2022
To Whom it may concern: After reviewing the BBB from the
customer ******, the following was found and relayed to ******.

We have made sure to review the production of the customers
system to confirm that the are producing and sending energy to the utility to
be credited. It has been confirmed with our monitoring department that the
system is producing with no errors and is healthy.

This has been since relayed to ****** do be sure that she
knows that we are not able to guarantee savings and why as well as where to
find in the contract. She confirmed with us that she is in fact getting savings
from her utility due to the extra energy sent to the grid. And made sure that
she knows why her utility is only seeing half of the production that she is
seeing. That is due to the utility only able to see the extra energy that she
is producing.

We have informed ****** of the annual system performance
claim review and what it is for. So that at the anniversary date of her
Permission To Operate we can address her production concerns again.
Customer Answer
Date: 10/13/2022
I am rejecting this response because:

We have not come to a resolution. They lied when they sold the system. Their sales person said I would be saving enough to have the panels pay for themselves. The contract was pushed on me so fast by ****** I didn’t even get a chance to read the fine print. They say they don’t promise savings, yet their phone advertising still talks about how much savings you’ll have for your family? The company is a fraud
Business Response
Date: 10/13/2022
To whom it may concern,

Freedom Forever is only an installation company contracted by the dealer company the customer sales rep. Freedom forever only promises system production and this system is on track to meet the customers guarantee. The recording was reviewed by Freedom Forever legal team and it does not state saving on utility bills. The meaning of saving can be left to interpretation, what Freedom Forever considers savings may not be the same what a customer thinks.
Initial Complaint
Date:10/07/2022
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.
Signed solar contract on May 12th, 2022. The installation was completed on 07/07/2022, they then "inspected" and requested permission to operate, however, CPS came twice to grant permission and Freedom was still missing a critical part of the system. It is now October and past the guaranteed completion date, contract has a "clause" for extending this but it's not due to anything out of their control...It's been extended out of pure negligence and lack of communication. They also misleadingly reduced CPS rebate from "total price" of $25,137. I considered my loan to be the total price $22,137 but I was mistaken and mislead because their dealer did not brief that piece, my fault for not reading after 3-4 hours of blah blah blah.... If project is not completed by December then I would be responsible for $3000 out of pocket because the total price is actually $25,137 and CPS' rebate goes away 16 Dec.
Business Response
Date: 10/07/2022
To whom it May Concern,
Mr. ******* signed his solar contract on May 12^th, 2022. After the contract was signed Freedom Forever then needed to complete a site survey and obtain solar permits and plans before the system could be installed. The installation was completed on 07/07/2022. The time between contract signing and installation being about a month is a normal timeline for the site survey, permits and plans to be obtained. Mr. ******* is currently in the permission to operate stage of the project. This is the final step to completion of the solar project.
Mr. ******* mentioned that there has been two inspections on the system and the system is not operational at this time. This is due to CPS Energy not granting permission to operate yet. Solar systems are not able to be turned on until the local utility grants permission to operate.
Mr. ******* also stated that he has not gotten the rebate from CPS Energy on the solar installation. The rebate was taken off of the total price of the project. The total price was $25,137. The total paid by Mosaic for the solar project was $22,137. Showing the $3000.00 Rebate was taken off the total of the project.
This is outlined in the solar contract Section 4.6 Incentives. Depending on the state and/or utility district in which Customer resides, Customer may be eligible for state and local incentives and/or rebates. The incentive and/or rebate calculations provided to Customer are estimates. Those estimates are based on certain assumptions that may not be applicable based on the circumstances specific to the Work. However, actual incentives and/or rebates are variable as are eligibility requirements, funding availability and rates which may change. In an effort to assist Customer in capturing any applicable incentive and/or rebate, Freedom Forever will use good faith and reasonable efforts to help Customer to secure applicable incentives and/or rebates, but Freedom Forever shall have no financial obligation to the Customer regarding actual incentive and/or rebate amounts received. Customer agrees to pay the Total Contract Price in full regardless of the actual amount of any incentive and/or rebates Customer may or may not receive. Customer agrees to provide all necessary assistance to Freedom Forever to capture an incentive and/or rebate including but not limited to requested documentation and signatures on additional paperwork. Customer is responsible for any taxes and/or assessments required by federal, state or local governments or related regulatory agencies or utilities.
It is also outlined in Section 4.2 Payment. Customer agrees to pay the Total Contract Price as set forth on page one of this Agreement plus all applicable taxes. Customer may choose to finance the Total Contract Price by entering into a financing agreement with a third party. If Customer chooses to enter an arrangement with a third party for financing of the Total Contract Price, Customer understands that Customer is directly contracting with a third-party financing company and not Freedom Forever for financing services. Customer will remain obligated for the full Total Contract Price until full payment is received by Freedom Forever.
As well as section 4.5 Financing Payments. If Customer is financing the System, the timing and amount of the payments (and any applicable interest accrued) will be subject to the terms and conditions of the financing agreement with the finance company (the “Finance Company”). Any agreement between the Customer with regard to financing shall be solely between the Customer and the Finance Company.
Every solar company has different policies and contracts. Freedom Forever, does not guarantee savings on utility bills. However, we do pay for loan payment until the system has permission to operate. Also, Freedom Forever does not outline a specific date in which the project will be completed. Freedom Forever does have a guaranteed completion date outlined in the contract for installation. Although, we do also outline the extensions to this. Which exclude any timelines being extended due to the Authority Holding Jurisdiction, Utility companies, Supply chain, HOA, Weather conditions, Customers availability, and so on. This is outlined in detail on Page 6 Section 5.4.
Thank you, for your time and consideration.
Customer Answer
Date: 10/07/2022
I am rejecting this response because:
CPS came twice to grant permission and left because system was not ready due to missing parts.

Business Response
Date: 10/14/2022
To whom it may
concern:

Compensation was
submitted for OCT loan payment made prior to permission to operate in the amount of $120.00. It
was submitted on 10/14/2022 for loan reimbursement via Customer Support for
Freedom Forever. A W9 form was created and sent to the homeowner to complete. System
received permission to operate on 10/13/2022 and is now on and producing.
Initial Complaint
Date:10/06/2022
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.
In March 2020 we signed a contract with Freedom Forever to have them installed a solar panel system at our home. The agreement was that we will start paying the monthly fee once the panels were connected and we got the benefits of the solar panel system. At the time the sales person and the first crew that installed the pannels told us that the estimated time to the complete process was between 3 to 4 months depending on the inspections. The company started to charge us in July and when we called them to complain about solar panels not being connected they mentioned that they will refunded us that payment and that they were sorry for the extra delay. So far I have spoken to multiple customer service reps, different department leads and the local manager (******* ***** / ************) since August. Initially they blamed the city of Mission for delaying the inspection, then they blamed the Utility company finally they confirmed in September that the inspection was approved back in July but the notice got lost. Miss ***** told me at the end of Sept that it was all corrected and that it will take 2 weeks to complete the process. I've been sending messages and calling her but she is not responding and the Customer Service department tells me that they can not do anything because they are still waiting for another inspection. At this point I do not know what else I can do to get some accurate information and most important to get the system connected as I do not know if these panels are working. Every Month is getting more and more difficult getting our monthly payments back as they keep asking us more details on the withdraws and is taking 3 weeks to get our money back and in the mean time we have to deal with the regular electric bill and the automatic withdraws from Freedom Forever.
Business Response
Date: 10/10/2022
To whom it may concern;

Freedom Forever has an internal process for compensation requests. A W9
was sent to homeowner, which is a form that is needed when any funds are
released. Compensation in the amount of $236.76 is being processed for the
project. September Compensation Check#**** in the amount of $236.76 was sent
September 23,2022. It was Overnighted **** **** ***** August and September
payments were submitted and can take up to 4-6 weeks for us to process.
Additional W9 form was collected on 10/10/2022 for October's loan payment that
was made prior to PTO which was discussed during a call to Customer Support on
10/10/2022. It would be the exact same process as it was for the other payments
that were released for this project.
Customer Answer
Date: 10/11/2022
I am rejecting this response because:

Freedom forever is withdrawing the money the first of every month and their refund process takes 4 weeks to get it back (as they stated in their response). I am not interesting to draw this refund process for god knows how many more months but tho have the pannels connected and I will have the system I was promise I was going to get in 4 months.
In 2 more weeks it will come another withdraw I still have not received what they took the first of October and it will be 8 months since we signed the contract. Me and my spouse keep calling them every day to the CSR assigned the leader of connection and the manager ******* ***** and no-one replies back, we do not know if this process will keep dragging for months or a year.

The fact that they refund the money 3 weeks after taking it does not justify their inability to actually replied back to us with a true status. I have a string of txt messages I exchange with the Manager since July but the last replied from her was back in September 13th and after that she is just ignoring the messages.

Not sure what other avenues we have to have anybody from Freedom to actually speak to us.

Business Response
Date: 10/18/2022
To Whom it May Concern,

Mr. ********* project received permission to operate as of Oct. 18th, 2022,
which means the system is on and producing. Freedom Forever monitoring
department sent Mr. ******* a registration email for his SolarEdge monitoring
access.

Mr. ******* stated that Freedom Forever is withdrawing the payment on the 1st
of every month. This payment is being withdrawn by his finance company Mosaic.
Mosaic begins charging the customer for loan payments regardless of the project
stage. Freedom Forever does not have access to the Mosaic contract however the
payment schedule is outlined in his Mosaic contract showing every fiancé payment
amount and payment date for the entire life of the loan.
Freedom Forever does not have any contractual obligation to reimburse loan
payments. However, as a courtesy to our customers, Freedom Forever can
reimburse the loan statements up to permission to operate. Freedom Forever requires
their customers to fill out a W-9 per IRS Regulations and send in the documents
for the reimbursement to be issued.

Freedom Forever’s accounting department works as quickly as possible to have
these checks issued to our customers. However, they have a process to follow
and work payment requests from oldest to newest. A request to have these
payments to be expedited for Mr. ******* has been. This is just a request; we
cannot make the accounting department go outside their guidelines to issue a
payment any sooner to a customer. Freedom Forever will not be reimbursing any
more payments for Mr. ******* as permission to operate has been granted. The
payment that was made for October is in the accounting pipeline to be issued.

Thank you.
Customer Answer
Date: 10/19/2022
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. After almos 8 months from signing the system has been connected. The company unfortunately lies to customers because they stated in many instances that payments will not commence until system is working, and now they claim not to have control over that process. I certainly do not believe any customer will agree to start payment for a system for months with out receiving a complete service. I do regret doing business with this company but we hope now this nightmare will end as the panels are now connected. Thank you for all your help
Initial Complaint
Date:10/05/2022
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 purchased Solar from Freedom my install was completed in December of 2021. On July 18th my solar stopped working the Inverter went out. I called Freedom they said they knew it stopped communicating and they told me they would be out to replace it. After several weeks I called again to find out what was going on they told me the Inverters were on back order and could take several month to get in. I called from time to time to see if they had any updates on when it would arrive and installed. On about July 15th they came out and replaced it. On July 18th the new Inverter stopped working and I called them again. This time they only tell me that they know it is not working and I am on the schedule for a service call but they can't tell me when. I call them once per week to find out what is going on and no one can give me an answer other then its on the schedule. On September 27th I called in and I told them I am not getting off the phone until someone tells me what is going on. The customer service rep said they can only message the service ***** I asked to speak to a supervisor none were available, I finally got the name of one supervisor ****** however he was on the phone. They told me he would either call or email within 24 hours. He never called or emailed me. I called in September 29th and asked for ****** they told me he is off today. Again no one can tell me what is going on and when I can get me system fixed. We ended the call with someone will be reaching out to me of course I do not expect anyone to return my call. In the meantime I am paying APS for Electricity and making my Solar Payment. I am wish I would have never done this at least with APS I was on a budget plan and knew what my payment would be. I am retired and living on a fixed income I put solar on the reduce cost so far it has only cost me more money. During this whole process not once has anyone from Freedom Solar called or emailed me to update me. Very dissatisfied. *********************
Business Response
Date: 10/06/2022
To whom it may concern,

A service call was scheduled for 10/06/2022 to troubleshoot the customers system a tech will be going back out the customers home on 10/08/2022 to replace the inverter.
Initial Complaint
Date:10/05/2022
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.
We bought a "solar system" from ******** J******s on March 5, 2022. Freedom Forever did the install. I received an email from Freedom Forever on 09/20/2022 stating, " We've received PTO from your utility company, your system is up and running, and you’ve officially gone solar!" I called Freedom Forever Customer Service to get instructions on how to turn it on. The lady walked me thru the process and there was suppose to be three small lights come on. That never happened. I received Troy Thomas,Lead Monitoring Adminostrator, I HQ, Freedom Forever an email on 9/26 on how to turn on the system. There was suppose to be a "red toggle switch" to move. We did not have one on our panel. I sent an email that same day telling Troy this, never have received anything back from Troy. I have called Freedom Forever customer service and an told they will call to schedule a technician to take care of the problem. I just talked to Freedom Forever customer service and the lady said I would get a call withing 72 hours. All I would like is to get this solar system turned on. Seven months is a long time to get solar energy.
Business Response
Date: 10/06/2022
To whom it may concern,

An activation service visit has been scheduled with this customer for 10/07/2022.
Customer Answer
Date: 10/07/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me.
Initial Complaint
Date:10/05/2022
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.
Purchased solar panels back in october of 2021 per the company all you had to pay was to be plugged into the solar grid through ever source + their monthly payment. THAT IS NOT THE CASE, we have been paying $200-$380 for the last 8 monthly billing cycles. Its an embarrassment that this company advertises false information and when you call NO ONE has answers from the reps to the managers, at this point I would like my money back or I will take it up with the attorney general.
Business Response
Date: 10/06/2022
To whom it may concern,

On September 21, 2022 Freedom Forever monitoring team reviewed production for Mr. ******** system and it was found that the system is producing at 83% of their production guarantee, contract states 85% or better and the system is on track to meet this before the end of the first year. Mr. ********'s signed Supply and Installation agreement also has a no saving guarantee. Freedom Forever does not promise any utility saving only system production.

2.4 Production Year 1 Adjustment. In the event the Actual Annual kWh for Production Year 1 is less than eighty-five percent (85%) of the
Guaranteed Annual kWh described in EXHIBIT A, ARTICLE 2.1, Customer agrees to allow Freedom Forever to replace or install additional
panels so that the Annual kWh for Production Year 1 meets at least eighty-five percent (85%) of the Guaranteed Annual kWh for Production
Year 1, the new Guaranteed Annual kWh for Production Year 1 will be the original Guaranteed Annual kWh multiplied by eighty-five percent
(85%) and the Guaranteed Annual kWh for future Production Years will be adjusted to reflect the change, and Customer shall still be entitled
to submit a Performance Claim for the Production Deficit between the new Guaranteed Annual kWh and the Actual Annual kWh for
Production Year 1. Freedom Forever will provide no notice of Production Year 1 Guaranteed Annual kWh adjustments made. In the event
that Actual Annual kWh for Production Year 1 is greater than eighty-five percent (85%) but less than one hundred percent (100%) of the
Guaranteed Annual kWh described in EXHIBIT A, ARTICLE 2.1, the new Guaranteed Annual kWh for Production Year 1 will be adjusted to
the Actual Annual kWh produced in Production Year 1. Any adjustment of the Guaranteed Annual kWh is subject to the degradation schedule
set forth in EXHIBIT A, ARTICLE 2.2.

6.1. No Savings Guarantee. Freedom Forever has not guaranteed, promised or otherwise represented any reduction in electricity costs in
relation to the System that will be installed on the Property, and further provides no warranty or guaranty with respect to any cost savings
from use of the System.
Initial Complaint
Date:10/01/2022
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.
These are messages I have sent to them and all I get back is that they are discussing with the departments involved. We started this process in May it is now October and I still do not have a running solar system from them. I tried to send an email to the President and CEO of the company and of course their email addresses are not available. It is bad enough that we had to finance $8K more than the system would have cost if we could have paid cash.

We received a message that the inspection was scheduled for Thursday September 22. The tech showed up and found that when the panels were installed your techs DID NOT hook them up so we would have failed the inspection. YOUR TECH canceled the inspection but told us he could fix the problem and reschedule the inspection.
THIS IS TRULY RIDICULOUS THAT WE ARE HAVING SUCH A PROBLEM WITH THIS. YOU PEOPLE ARE NOT PAYING MY ELECTRIC BILL SO I KNOW YOU DON'T GIVE A D... IF WE GET THE INSPECTION OR NOT SO WE CAN GET THIS WORKING FOR US. IS IT ALL SOLAR COMPANIES THAT ARE SO INCOMPETANT BECASUE YOU ARFE THE SECOND COMPANY WE HAVE HAD TROUBLE WITH. PROMISED A LOT AND GOT NOTHING BUT CRAMP AFTER WE SIGN THE PAPERS.
It is bad enough that the cost of the system was $15K+ IF i paid cash and since we had to finance the cost raised to $23K+.
I have also been on the PORTAL and all it says is INSPECTION "IN PROGRESS" So that is a waste of my time.
I want to know WHEN WE ARE ACTUALLY GETTING THE INSPECTION AND NO ONE BETTER CANCEL IT WITHOUT TELLING US FIRST AND HAVING A D.... GOOD REASON!!!!!!!

You have no clue. Also how could it have been done because if they need to check the breaker box the gate is locked so you did not have access. Why would I have received a voice mail from you fools on the 21st saying the inspection was scheduled for the 22? Also why would your tech have said he canceled the inspection because the panels were not hooked up in the breaker box?
GET YOUR STORY STRAIGHBT BEFORE YOU RESPOND BACK TO ME!!!!!!!
Business Response
Date: 10/10/2022
To whom this may concern,

Mrs. **** is concerned regarding her project getting completed. Our team
scheduled an inspection on September 22,2022. The inspection Failed on
September 23,2022 due to the line side not being ready for inspection. Freedom
Forever scheduled for Inspection to be completed on September 22,2022, not
seeing the project wasn’t completed. Freedom Forever has scheduled for the line
side to be completed on October 7 & October 10,2022 once service has
confirmed completed. Freedom Forever will schedule for reinspection.
Freedom Forever employees aren’t provided the CEO’s contact
information.
Mrs. **** concern regarding the cash price and finance
price. In Mrs. **** Solar agreement, it states ARTICLE 4 – Payment,
Section 4.5 Financing Payments. If Customer is financing the System,
the timing and amount of the payments (and any applicable interest accrued)
will be subject to the terms and conditions of the financing agreement with the
finance company) the “Finance Company”). Any agreement between the Customer
regarding financing shall be solely between the Customer and Finance Company.
If Mrs. **** has any further financial question, they can contact Mosaic
directly at (855)746-7849

Customer Answer
Date: 10/10/2022
I am rejecting this response because:

The response regarding the financing is inaccurate. According to ********* with Freedom, the difference in the pricing between the cash price and the financed price is due to interest Freedom would be paying on the $15K. I am not paying interest on money they are not borrowing in addition to interest on what I am borrowing.

I will never agree to anything they say until They send $8K to Mosaic to bring the loan back down to the cash cost of the system $15K+.
Business Response
Date: 10/31/2022
To whom it may concern:
Mrs. **** signed her legal binding Supply and Installation Agreement on May 23,2022, with the contract price of $23,347.74. Mrs. **** didn’t agree with the contract price or did not want to proceed with solar, Freedom Forever has a 3 day No Penalty or Obligation to cancel. Freedom Forever installed Mrs. **** solar panels on July 6,2022. Freedom would’ve allowed Mrs. **** to cancel project any time before the Solar Installation. After reviewing, Mrs. **** project with sales and Management, the price of the Mrs. **** project cost $23,347.74, which she signed and agreed to.
Customer Answer
Date: 11/01/2022
I am rejecting this response because:

Freedom Forever has agreed to reduce the price to the $15,575 cash price. I do not know why they are not making that change and contacting Mosaic to redo the loan papers. Of course that would mean they would have to repay Mosaic part of the money they have already received.

The project has been messed up since we signed the papers and it has affected my health. The only reputable part of this whole deal was Blake the sales person. I finally received an email today that after 5 months the system is FINALLY running. This is ridiculous.
Initial Complaint
Date:09/29/2022
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.
We purchased the solar panel system in August 2016 from this company. We financed the $15,000.00 fee, which we are still paying on. We have had no problems until recently. We live in Phoenix, so there is a lot of sunshine. However, this last month, our production dropped off drastically. For the last two weeks, I have contacted this company numerous times to have someone come out and take a look at the system, since we have a 25 year warranty on them. I have been put on hold, given the run around, told someone wioll contact me, or that they will send my information on to the correct people. To date, I have received NOT ONE phone call or e-mail back. I spent an hour on the phone again today, and I still got a hemming and hawing about what they would do. I was told, AGAIN, that they would refer it to the team that does the actual warranty work.
My opinion is that they avoid warranty work as much as possible, and they hope that we just get fed up and go away. They hae never provided any servicing to my system since I purchased it, despite my contract stating that they would. I feel like I have been scammed.
Business Response
Date: 10/06/2022
To
Whom it may concern: We have gotten the BBB complaint for the customer Mr.
*******, And after reviewing the complaint the following was found.

Mr. *******’s system stopped reporting in June, and he contacted us on 9/20 to
inform us that he is not seeing any production on his system due to the
communication going out on the system. Freedom Forever sent a tech out on 10/4
to confirm what the issue was and what was needed for us to get Mr. *******’s
system fully operational again.

It was found that Mr. *******’s WIFI kit needs to be updated for the system to
continue to report its production. A second service visit has been scheduled
for 10/11 to complete the work and get Mr. ******* fully operational again.
This upcoming appointment has been confirmed with Mr. *******.
Initial Complaint
Date:09/29/2022
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.
A salesman came to our house on June 18th selling us a solar system, we did buy a system along with a security system on June 18, 2022. Company sent representatives July and August to do a site survey and design the solar system. Once the system was designed they acquired a building and electrical permit from the city of Boise to perform the install. They installed the system on September 1, 2022.

It is now 4 weeks after the install and the inspection from the city code inspectors has yet to be completed. When I inquired with the city how long it should take they said they could have been on site the same day it was installed. They have not received a call to perform the inspection. I have called our rep several times, contacted their customer support both by email and phone and still nothing happens. Our sales rep is trying, customer support does not reply to my email or return my phone calls after keeping me on hold for extreme extended time.

I am now paying for my system which should be producing electricity and also paying Idaho Power for my power because my system still can't operate until it is signed off. I'm at my wits end trying to get the inspections completed so I can start using my system.

Any help would be appreciated.
Business Response
Date: 10/05/2022
To whom it may concern,

After reviewing Mr. **** BBB complaint, the following was
found.

Due to the mod swap that was completed on this project,
updated plans and permits were required. On October 4, 20222 Freedom Forever
submitted the updated revision to the AHJ, and there is an ETA of 2 weeks for
approval. Once the revised plans and permits are received, the inspection will
be scheduled and soon after the submission for permission to operate will
follow. An online support specialist has sent Mr. **** an email with this
information.

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Freedom Forever, LLC is NOT a BBB Accredited Business.