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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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:09/28/2022
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 solar partially installed solar system 10 weeks ago and has not finished the job or turned system on to operate. Freedom forever promised to install and have system working within 6 weeks total we signed contract in June of 2022. Freedom forever ignores our emails avoids our phone calls and lies to us when we are able to talk to customer service.
Business Response
Date: 10/04/2022
To whom it may concern,

The final inspection for this project is scheduled for tomorrow10/05/2022. Once inspection passes Freedom Forever can submit for permission to operate with the customers utility company to have their system turned on.

***** ******, Inspection Coordinator, Inspections, Orange County
Inspection Scheduled
Inspection Type: PV Final
Inspection Date: 10/5/22
Is the Homeowner Required to be home?: NO
Inspection Results Expected Date: 10/5/22
Customer Answer
Date: 10/07/2022
I am rejecting this response because:

Even if the inspection was scheduled, I am still extremely dissatisfied with the provider.
It was a delay in every step of the process due to negligence the the established process.
1st issue I had with the design. The company changed the design without my approval and it took 2 extra week to re-design the plan that I agreed to.
2nd issue I had with the permit documentation that was sent to the city with the errors and permit was rejected and required the re-work, that has delayed the process of getting my solar to operate an additional 2 weeks.
3rd problem I had with the inspection. The company did not prepare the site for the inspection (did not pain the pipes, did not put a warning signs on the panel, did not remove broken during the installation roof tile). The inspection failed that caused another 2 weeks of delay.

I was calling customer support literally every day requesting to expedite my case because of the company causes all these delays, but my update requests remained I responded. There is a horrible communication within a company, people rotate projects, customer support team keep sending tickets to the permit and installation department with no responses.
Overall I had a horrible experience and NO ONE at any point was not trying to help me to get my project moving.
I would like to post my feedback on BBB’s website. I NEVER in my life wrote a review but this terrible experience made my write this long complain/ feed back to share my experience with Freedom Forever.

Thanks,
Customer Answer
Date: 10/21/2022
I am rejecting this response because:

The solar panels are still not producing, I attached the file from the app. The screenshot was taken today.
This company is a joke.
I am requesting to post my review on BBB site about my terrible experience working with Freedom Forever.
Business Response
Date: 10/21/2022
To whom this may concern:

Due to the contract being a Sunrun contract the customer will need to reach out to Sunrun so they can notify Freedom Forever to dispatch a tech. Contractually Freedom Forever can not service the system with out Sunrun approval.
Initial Complaint
Date:09/28/2022
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.
Installation of solar panels and everything done in August, V******* ******* from Freedom Forever in Massachusetts, lied to my utility co., said I wasn't ready for a meter change when a month ago she said I was. I have been trying to contact V******* and Adam King for over a week and haven't received any call backs. I believe this company may be a scam. I am waiting on them to get this solar system working. If they are busy, say so, just don't leave me hanging with no call backs. My first payment is due next week and the system isn't even working.
Business Response
Date: 09/28/2022
To whom it may concern,

Hello. This project is currently pending permission to operate. The application was submitted on 9/26/2022 and there is an ETA of 15-20 business days before it's granted. Thank you.
Initial Complaint
Date:09/26/2022
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.
My electric provider SRP informed me that my solar panel was tripped off. I contacted Freedom Forever and they had no clue the system was down. This was on the 23 of July 2022. Since then I have made several call to Freedom Forever about repairing my system. They have sent 3 repair people out and they have all stated that my inverter was down, yet know of them had a repair for it. i keep getting told someone will contact me about a repair date. No one has ever called me or respond unless I call them. To each phone call i get told the same thing. I a high priority ticket will be put in for this repair and someone will contact me to set a date. Well again I have yet to hear from the company. I have asked for a refund and the snicker at me. i have also asked for a reimbursement for the months I have been down and they tell me I have to wait till next year to ask for that since its the starting of my second year. I have kept notes and names for all the contacts I have made. Today 26Sept2022 I and currently on hold with them. the Lady is telling me the same thing verbatim. I have asked to speak with a manager or the GM and was told no one is available at the time.I am currently searching for how to speak to the GM. I do not recommend doing business with this company as there customer service is below par and their repair service is horrible at best.
Business Response
Date: 10/06/2022
To whom it may concern,

Mr. ********** solar system went down on 07/31/2022 due to
the inverter going out. Currently, Solar Edge the company that makes Mr. ********** Inverter is suffering from the national supply chain issues. They are not able
to ship out inverters in the 5–7-day timeline that typically inverters are
shipped in. Solar Edge and Freedom Forever have biweekly meetings on this
shortage to keep the line of communication open. The latest update we have
received from Solar Edge is that Inverters smaller than 10K are shipping on a
more regular basis. However, Inverters larger than 10k are slowing beginning to
ship and most will not be received until November of 2022. Mr. ********** inverter has been shipped and Freedom Forever has an appointment scheduled for
10/08/2022 to install the new inverter. This date would only change if the
shipment does not come by the 8th of October.

Mr. ******** was eligible for year one system performance
review claim which has been completed by the asset team. The Asset team has
reached out to go over these results with Mr. ********. However, the downtime
from July to Oct of 2022 will not be on year one’s system performance review
claim. It will be on year 2’s system performance review.

Thank you
Initial Complaint
Date:09/25/2022
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 have been dealing with the process of my panels installment for over a year now and my panels are still not activated. I have called numerous times and no one has been any help. I also learned that the price I was given too much and I don't see the point of the panels of my bill isn't decreased. I need to have this problem resolved.
Business Response
Date: 09/29/2022
To whom it may concern:

After reviewing the BBB complain submitted by ******* ******
the following was found. The customer is at the final stage of their solar project. At this stage there is nothing Freedom Forever actions, the customers utility company needs to grant Freedom Forever the approval to turn on the system. ******* ****** did mention that they might have received the approval to operate letter; the customer has been informed if they are able to provide that letter we can input it into our records and move forward with turning on their system. The customer is also aware about the loan price and loan bills. Freedom Forever does not have any control over the loan payments amount she
would have to contact their finance company to address her concerns. Freedom Forever will be compensating the customer for the loan payments made
prior to the permission to operate.
Business Response
Date: 10/12/2022
To
whom it may concern:

After reviewing the BBB complaint submitted by *******
****** the following was found. Our interconnections team has already
submitted corrections to the utility. The current status of the application
with the utility is FINAL REVIEW READY. This means the project is in line for
the utility company to go out and inspect the equipment. We are now pending PTO approval. APS does ask that we allow them 10
business days for completion. This means 10 business days from 10/9. We have a
dedicated interconnections team who contacts the utility company and submits
the applications. The customer is more than welcome to contact the utility
company to speed the process up because the utility always gives the customer a
faster response due to them being the account holders and Freedom just being a
3rd party.
Customer Answer
Date: 10/13/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 1812**17, and find that this resolution is satisfactory to me. I am not calling APS any more regarding this matter again I am have done my part. I just want my panels to finally finish and allow me to use them.
Initial Complaint
Date:09/24/2022
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.
Solar system
Sold on 10/16/2022
Design modified to different components by them from supposed material issues
System install done Nov 2022
Permit approved 2/23/2022
System allowed to start on 5/23/2022
System complete failure on 8/1/2022
As of 9/24/2022 no resolution.

Contacted salesman over a dozen times with completely no help, customer service never answers. Web requests never acknowledged.

Peak Power: System is supposedly designed for 9.88 KW but has never indicated production over 7.6 kW when it was working

Actual power generated: What the system says it is making and what is useable is definitely not the same. During third cycle of operation before failure only 16% of what was supposedly generated was considered useable for NV energy credit.

My July 2022 NV Energy bill was over $400 which is the largest single bill I have ever received since being a customer with them, yet, my power consumption has not significantly changed, but I do have FF solar panels on my roof. The salesman sold me on the design accommodating demand which was supposed to negate the need for usage of NV Energy resources. In addition, MOSAIC started requiring payback of loan before the system was operational. This required 4 payments of full electric bill plus 4 loan payments for the system you installed but was non-operational!! The salesman assured me that I would be reimbursed for the Mistake of loan payments starting before system operation, but several attempts fell on deaf ears!

Something clearly is wrong with Freedom Forever business practices. Also, I would have anticipated after spending nearly 40k that Freedom Forever would have bothered to reach out to verify how the system was operating. I have heard nothing for the 3 months since the systems Permission to Operate and now system is failed. Fixing system is taking Forever!

I am an extremely displeased customer and would have them remove system from my home and refund money, if possible.
Business Response
Date: 10/06/2022

To whom it may concern:

After reviewing the BBB complaint submitted by ***** Rosen
the following was found. The customers system went down on August 1, 2022, and
we ordered a new inverter on August 2, 2022. The customer did call into our
customer support often after that and Freedom Forever was unable to provide an update
because the manufacturer SolarEdge has been experiencing some recent issues with their
supply chain and has caused delays on their shipping. Due to how long it has
been for this customer Freedom Forever decided to pull out the required part from of our stock inventory and has a service
call scheduled for 10/7/22 to get the inverter replaced. I also asked customer
to send Freedom Forever any loan statements made prior to PTO (permission to operate), and
we will compensate him for those loan payments. We will follow up with the
customer after the service call has been complete to make sure customer is
content.
Initial Complaint
Date:09/22/2022
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.
My Solar system has been operational for less then a year and it was doing great. However the solar panels completely stopped working in 08/16/22. I called and Spoke with ******* ****** from your customer service number on 08/23 and he said someone will be in contact with us. He confirmed that the system is monitored by another department and they see that our system needs to be serviced. He also sent us a System Performance Claim request Form via e-mail. Since then, I have emailed and called back your customer service line and I have no answer on when our system will even get looked at. Some representatives try to be helpful and some don’t care. A few have stated that your company never calls customers back and there is no one else to contact to get this fixed. The system has been down for over a month now during the best time for productivity and we are getting the run around. We only want Freedom Forever to honor the limited warranty outlined per our contractual agreement. I understand now that the service past installation and the quality of the product isn’t good but I paid for a system that didn’t last a year. Please honor our agreement and contact us immediately.
Business Response
Date: 09/28/2022
To whom it may concern:

After reviewing the BBB complaint submitted by ****** *****
the following was found. We had our service tech schedule the service call asap
and the tech has determined that the customer needs a new inverter. We have
placed the inverter RMA order with SolarEdge and will be waiting for that to
arrive to our warehouse. We have notified the customer about the delays that we
are experiencing with SolarEdge and have provided him a direct point of contact. The
customer is eligible to submit their claim 10/31/2022 for their system
performance claim request where he will be compensated for the downtime if he
did not meet the production guarantee.
Initial Complaint
Date:09/22/2022
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 had my solar system installed in February 2022 and started operating on solar March 2022. On 15 August 2022 (5 months later) my system stopped producing solar, no one informed me of this. We called in to see what was going on and they informed me that the SolarEdge solar inverter (the heart of the entire system) had failed and that it needed to have an RMA and a replacement would be shipped within 30 days. Day 30 I called to see what the status was and they informed me that it still had not arrived and that they were unable to give me any sort of ETA. I have called every day since then asking if they can get me some sort of ETA on my inverter as I have been paying both Duke and the loan for my solar. Now we are at 5 and 1/2 weeks of no solar generation, no answers, no eta, and seemingly no care from anyone at Freedom Forever.
I was promised a production guarantee, but even while producing 0KWh for over a month, I am still on the hook for paying the solar loan AND my utility company. Not to mention all of the extra power I generated the months that it did work, which are normally used during the winter months, is now gone. As a result I will yet again be paying two bills come the winter when they finally get around to fixing my inverter.
Business Response
Date: 10/03/2022
To whom this may concern:

After reviewing Mr. ********* BBB complaint, the following information was
found. A replacement part for Mr. ********* has been ordered and is pending ETA
for arrival date (Shipping Tracking Number:******************) Once the part
arrives at our local warehouse, we will contact Mr. ********* for scheduling.

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. If 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

Mr. ********* has submitted a SPCR on September 19,2022. Due to the system not
completing the first year of production. If Mr. ********* would like to
complete an early System Performance Claim Report, Mr. ********* agrees to
forfeit Year 1 Production. At this time Freedom Forever will not complete the
System Performance Claim Report.

Business Response
Date: 10/03/2022
To whom this may concern:

After reviewing Mr. ********* BBB complaint, the following information was
found. A replacement part for Mr. ********* has been ordered and is pending ETA
for arrival date (Shipping Tracking Number:******************) Once the part
arrives at our local warehouse, we will contact Mr. ********* for scheduling.

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. If 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

Mr. ********* has submitted a SPCR on September 19,2022. Due to the system not
completing the first year of production. If Mr. ********* would like to
complete an early System Performance Claim Report, Mr. ********* agrees to
forfeit Year 1 Production. At this time Freedom Forever will not complete the
System Performance Claim Report.
Initial Complaint
Date:09/21/2022
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 had our system go live on 7/9/2022. On 8/8/2022 my system went down, unbeknownst to me. No one notified us of the system being down. I received a power bill from APS on 8/16/2022 stating an amount due for $315.56. Confused about this amount since our last months bill was $120.52, I reviewed our bill to find that no kWh had been sold to APS. I then reviewed our MySolarEdge app and saw that we have not been producing energy since 8/8/2022.

I contacted customer service wanting to find out why and was told Freedom Forever’s monitoring team was alerted the system was offline on 8/10/2022 and it was due to the inverter being bad. After speaking with a customer service representative, they informed me the part is on back order and they do not know when the new part will be in. So I could be without Solar for months potentially.

Customer service said there’s nothing they can do to assist with the power bill I now have due to my system being offline And that they can review my account in a year to see if any savings could have been made. Freedom Forever should be covering my power bills as long as my solar system is offline.
Business Response
Date: 09/28/2022
To Whom it may concern:

After reviewing the BBB complaint submitted by ****** ******** the following was found. Per the Agreement the customer signed, Article 6 Paragraph 6.1 No savings Guarantee says the following : “ 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.” Freedom Forever does guarantee solar production and that is explained in detail on Exhibit A in the contract. It states that the customer is eligible for a System Performance Claim Request and the end of their Production year, and they will receive compensation for the downtime or add panels to meet the production guarantee.

The customer mentioned that she will be months without their inverter. That would be because the manufacturer company has supply issues on their end. This has affected all our customers not just this customer in particular. There is nothing we could do besides wait for SolarEdge to mail us the inverter. WE do ensure to have tech schedule as soon as the inverter arrives.

Customer Answer
Date: 09/28/2022
I am rejecting this response because:

We got Solar to save money. We are now paying a full power bill along with a monthly Solar System payment. We are now spending more money monthly than we were prior to getting solar installed. I understand it’s out of Freedom Forevers hands with the new inverter but either our Solar payment needs to be on hold until we are able to actually USE our system or we need some kind of reimbursement for our power bill. Not only does this affect our current bill but this will affect our credits for when winter months come. We need a resolution.
Business Response
Date: 10/04/2022
To whom it may concern,

If the customer wishes to have their finance payment put on hold they would need to reach out to their finance provider Mosaic. The customer can file for a system performance claim at the end of year one.

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.
Initial Complaint
Date:09/21/2022
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.
My Freedom Forever (FF) Solar System worked for a few months until it stopped producing over 2 months ago.

I have called numerous times the customer service number and I always get the same response, that they need to get in touch with “another department” to get a status and will call me back, but they never do.

Last time I called I asked to speak to a supervisor who told me that they needed to replace the PowerEdge inverter but it is in back order and there is no estimate when it will be received. I asked if it could take a month, six months, a year, five years, and the response was “I don’t know”. Honestly, I find it difficult to believe they do not have any spare inverters, thus I suspect this is an excuse to not taking ownership for repairing the system.

In the meantime, I am paying both the loan company (Mosaic) for a non-producing solar system AND my utility company. So, FF effectively managed to DOUBLE my energy costs which is exactly the opposite of what they promised.

At this point, I no longer trust FF and wish to return the system and get a refund. However, when I asked if they could take back their system their response was once installed we can’t take it back. So, in other words, keep a non-working solar system indefinitely UNTIL they decide if/when they will repair it IF they choose to ever fix it. This is completely unacceptable and very unprofessional.

My recommendation to anyone considering doing business with FF is to steer away.
Business Response
Date: 10/03/2022
To whom this may concern,

After reviewing Mr. ****** BBB complaint, the following information was found. A replacement part for Mr. ****** has been approved your case number: ******* status is: RMA Approved the RMA number is ***********. Once the part arrives at our local warehouse, we will contact Mr. ****** for scheduling.

Once Year 1 of Production is completed Freedom Forever can complete a System Performance Claim Report regarding loss of production.

Customer Answer
Date: 10/03/2022
I am rejecting this response because:

The response is not different from what I stated in the complaint.

Almost three months have passed and there is still not ETA for repairing the system. It is not appropriate to force customers to keep a non-working system indefinitely.

It is very unlikely that no parts (i.e. inverters) are available, thus, the response appears to be an excuse to not repairing the system. Further, Freedom Forever does not have a sense of urgency because they have already collected payment in full, and provide no options to customers other than accepting their negligence.

The “System Performance Claim Report” mentioned on the response is not helpful since it requires for customers to assume the cost of both the utility company and the solar system associated loan, effectively doubling my energy costs for a whole year, defeating the purpose of getting the solar system in the first place.

Completely unacceptable.
Business Response
Date: 10/10/2022
To whom this may concern,

Mr. ****** is concerned Freedom Forever will not replace their inverter that went down on July 11,2022. Freedom Forever requested the new inverter from Solar Edge on July 12,2022. Usually, replacements products are shipped within 5-7 business days. However, due to global supply constraints, an extended delay is affecting all types of products from Solar Edge. Freedom Forever has bi-weekly meeting with Solar Edge on material shortage. Solar Edge has stated inverters are slowly being shipped into warehouses customers with an inverter size 10kWh and above will not have a replacement until the end of November 2022 or later as these are not available for Solar Edge as well.

Per Mr. ****** request for receiving compensation Freedom Forever is only able to complete compensation after Year 1 of production during the System Performance Claim Report. Mr. ****** can contact Freedom Forever Customer Support the claim report will be complete on January 31,2023.
Initial Complaint
Date:09/21/2022
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:
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We are *** and ****** *******, 78 and 77. We live in a Del Webb community in Manteca,Ca. We live on a fixed income.

Friday 9/16/22 we noticed what we believe to be a production problem with the solar that Freedom Forever installed on our house in 2017.
This is based on our latest PGE bill which showed declining production starting in July and very poor in August.
Our NEM/ true up bill went from $304 to $569 in one month in our Sept. bill. There have been at least 9 emails sent between 9/15/22 and today 9/21/22 circulated between us and the C.O.O., Customer Support, Dealer Support and the Salesman who sold us our system.
We have asked them if they can check our production/system remotely or send a Service tech. to our home to check the system.
We have also requested that we get a new Portal/password set up set up to review our system since the last email they have was compromised and we need a new set up.
We cannot get anyone to call us, review our solar or get an Service appt.
We have requested a statement if there is a production problem that we can forward to PGE to hopefully get an average of the poor production months on their bill to hopefully get a reduced NEM/true up cost which is due in November.

Here are the production numbers from our last PGE statement on August 30:
Jan 151.94 May 686.14
Feb 384.93 Jun 548.40
Mar 406.57 Jul 405.17
Apr 602.23 Aug 181.62
There is a reason for the Jul and Aug numbers being so low.
Apparently, Customer Service is not important to them?
Business Response
Date: 09/24/2022
To Whom it May concern,

This system was down from Aug 14th, 2022, to Sept 20th, 2022, due to an inverter needing to be replaced. The inverter was replaced on Sept 20th, 2022. Since the inverter was replaced, the system has seen no downtime. Freedom Forever does have a production guarantee outlined in the contract. That states customers can request this every year on the anniversary of permission to operate. This claim reviews the production of the system for the year. If the customer does fall short of the production guarantee Freedom Forever will compensate if need be. The customer can request this 12/01/2022 as the customer gained permission to operate 11/17/2017. As for the letter requested to be sent to PG&E stating the time the system was down. Freedom Forever is working on this letter at this time and will email this to the customer when it is available.

Customer Answer
Date: 09/27/2022
I am rejecting this response because:

In response to Freedom Forever notifying you that they had replaced our Invertor thus restoring our production, that is correct.
We found out 4 days after they had done this by calling Customer Relations who informed us.
At no time did they email or call us that they fixed the production problem. We found out on our own.

We have a potential compensation issue that can be measured on a yearly basis starting 12/1.
We will not withdraw our complaint until we know if we will be compensated for the lack of production and increase in $$ for our NEM/true up as a result of the production problem.

Business Response
Date: 10/18/2022
To whom it may concern,

There is nothing else needed on Freedom Forever end, if the BBB accepts to keep this claim open until 12/01/2022 that is fine as long as freedom forever is not penalized.

Until 12/01/2022, Freedom Forever considers this claim resolved.
Customer Answer
Date: 10/19/2022
I am rejecting this response because:

It is not resolved on our end. We have a guarantee on our contract with them for any production issues that could result in compensation from them

Will call them Dec 1

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Freedom Forever, LLC is NOT a BBB Accredited Business.