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

1,382 total complaints in the last 3 years.
396 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:09/21/2022
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.
I am in my third week without electricity at *** ** **** Street Los Angeles, CA *****, which has a SunRun solar panel system installed by Freedom Forever and sold by Movement Energy.

I learned that the system was improperly wired. Wires carrying energy produced by the solar panels were supposed to be fed into the electric grid. But instead the wires feed energy back into the home and oversupplied it with electricity.

The solar equipment apparently blew out my electrical system and shorted the appliances. Trish Arnquist at SunRun punted my issue to Freedom Forever last week and nothing has been done. No one has called me to inspect the system.

A SunRun technician named ********r *******, phone number ************, came to fix my system the week of September 5, 2022. But he did not know what to do. He said he would make some phone calls. Nothing happened. I have been swirling in an abyss of filling out online forms, being passed around, emailing and calling different departments ever since.

I really regret getting solar panels now, especially from a third-party vendor.
Business Response
Date: 09/22/2022
To whom it may concern:

On September 16, 2022 a Freedom Forever tech arrived onsite to Mr. **** home and found that someone drilled a hole into the front of the panel and hit a wire. Whoever did it repaired the hole and replaced on of the insulated connectors. One breaker was tripped so the tech reset it. This issue is not solar related or caused by Freedom Forever and the homeowner will need to resolve the issue independently.
Business Response
Date: 09/27/2022
To whom it may concern,

A tech was sent to the customers home on 9/26/2022 and the power was restored.
Customer Answer
Date: 09/27/2022
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: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:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Freedom Forever installed a Vivint security system within a few days of me signing a cancellable contract with a solar company. I cancelled the solar contract and Vivint in time with documentation proving I did and now they are trying to charge me for the system. I have asked numerous times for them to come uninstall it. Their tech informed me that i could cancel and that they would uninstall it but not reinstall my old stuff which was fine. I have been unable to get them to uninstall and they now have sent me an Invoice for $3000. This is a trap that has affected many people. Its a way for them to get money out of you for deciding not to go with them. I have all of their packaging for the Vivint system ready to go. This really needs to be looked into as they are out there charging people thousands of dollars for nothing.
Business Response
Date: 09/21/2022
To whom it may concern:

On 8/10/2022 Ms. ***** signed a legal binding document where she agreed to the terms and conditions of the Vivint smart home promotion which states that she will be responsible for the $3,000 early cancellation fee.
Customer Answer
Date: 09/22/2022
I am rejecting this response because:

The document provides a link to click on. Nowhere does it state it in bold writing along with nobody informs you of this. They rush you theought the document with high pressure sales tactics so that they can get “started immediately” on your solar. There was absolutely no upfront verbal warning or bold print writing stating this. They have told me that I can return the equipment to Vivint but their charge in another email is for the security system. Now its an early cancellation? This is blatant scamming and theres other people on here with the same complaint. I have all of my documentation as well and I will fight this. You dont let people know about this cancellation fee because you know people wouldnt do it. Bad business practice.
Business Response
Date: 09/22/2022
To whom it may concern:

As the consumer, it's Ms. ***** responsibility to read all the terms and conditions she's signing and agreeing to; Freedom Forever has no liability if the consumer fails to do so. Failure to pay the equipment fee, Freedom Forever shall have the right to file and/or perfect a mechanics lien on the property where such Smart Home System Package was installed and/or sold. This is also outlined in the terms and conditions that were made available to Ms. *****.
Customer Answer
Date: 09/22/2022
I am rejecting this response because:

So once again you are now defaulting to the smart home system which vivint clearly cancelled. This is a scam to and scare tactic. So was it an early cancellation fee or because i dont want the system like you just stated because vivint cancelled with no problems as well as sunrun with no problems. This is because you are a shady company.. There isnt anything tangible for you to charge $3000 dollars for. You can threaten a lien all you want but I will fight in court if ao be it and expose your scam. There are plenty of other people I am sure I can find to fight with me.
Initial Complaint
Date:09/20/2022
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.
My wife and I made the decision to go solar for our home. We where referred to Freedom Forever Solar by a family member. We signed our documents on 04/27/2022. Our installers came by to install the panels shorty there after. We where told by ***** our salesperson to be patient for the inspection from SMUD, which we where told would be coordinated through their scheduling department.One morning we received a text stating our inspection was that same day, no prior notice from Freedom Forever. ******* from Freedom Forever sent the text to us. SMUD came that day, along with representatives from Freedom Forever, the inspection failed. When we asked the representative from Freedom Forever what the next step would be, he said that was handled by a different department. In the meantime, my wife and I are paying for a service that does not work, $197.00 per month plus our SMUD bill. I contacted ***** our sales representative, and left a voice message, ******* returned my call a few days later asking for our information so she could look into this for us. ******* calls us back to tell us the installation technicians would be out that Friday, And no one had to be home, but leave our side gate open, no one showed on the date promised. I have constantly tried to contact *******, no call back, and ***** through email. ***** responded that he would contact the store manager, but we have yet to hear from anyone. This type of behavior from this company in my opinion is very unprofessional, and a pure disregard for their customers. I only want to have the promised repair completed, and someone to let us know what is going on in the meantime.
Business Response
Date: 09/26/2022
To whom it may concern,

Mr. ******* failed the first final inspection 08/26/2022. The inspection failed due to 1: main panel needs verification of a 225-amp
rating. 2: The location of the chimney needs a 3-foot fire walkway on plans.
array needs to match plans. 3: Placard on main panel needs to match array. 4;
Meter is too low, needs to be regulation 47 inches to center or higher. Due to
the reasons the inspection failed we have an appointment 09/26/2022 to do
repairs that are needed for the final inspection to pass. Part of the changes
that need to be made to pass the final inspection is plan revisions. The plans
have been revised and were sent for Stamps on 09/23/2022. As soon as the plans
are back stamped, we will be able to send these to the City for approval. Once
these are all back at the office, we can hold the 2nd final
inspection.
Mr. ******* has been advised that we are pending the stamps and the plans
from the city until Final Inspection can be held. As these plans being stamped
and approved are from outside companies and the City, we do not have any
control over the timeline. However, we will do all we can to have these back as
quickly as possible. Once the final inspection has passed, we will then be able
to request permission to operate from SMUD. Which is the last step in being
able to complete the project and power on the system.
Customer Answer
Date: 09/26/2022
I am rejecting this response because:
The work has not yet been completed. Historically promises have been made, but no action.

Business Response
Date: 10/21/2022
To whom it may concern:

Freedom Forever is still pending the County of Sacramento to approve our revised permits, unfortunately the ball is in their court and can't request to rush their process.
Customer Answer
Date: 10/24/2022
I am rejecting this response because:
The customer service initially received is what has caused us to be without solar power. This process has been going on since April, and is unacceptable. We are in the month of October now, why wasn't this addressed when the inspection first failed?
Initial Complaint
Date:09/20/2022
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 was approached by a Freedom Forever salesman at my door. He and his team suggested that purchasing solar energy would be a significant cost savings- in fact, it would lead to a $0 energy bill. This never happened. Moreover, my panels stopped working on June 17, 2022. They did not notify me or send an electrician to my home until earlier this month (September). Their treatment of me as a customer has been awful and would like to be refunded the cost of the panels and the cost of every incurred.
Business Response
Date: 09/24/2022
To Whom it may concern: We have reviewed the BBB complaint
submitted by Mr. ******, and the following was found and relayed to Mr. ******.

Mr. ****** has been informed of the system being back online
and producing as well as made sure that he has access to his monitoring app to
ensure he is able to view his production. This is so Mr. ****** has the ability
to monitor 24/7, We have also made sure that Mr. ****** knows when he can
submit a (SPCR) System Performance Claim Review.

That will allow Mr. ****** to be compensated for
the downtime of the system if he did not meet the Production Guarantee as
presented in the solar agreement
Initial Complaint
Date:09/19/2022
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 purchased a solar panel system for my home and was promised that it will take care of my electrical bill back in may. My house has 2 electrical boxes and they promise me that everything will be tie together so I only get 1 bill a month instead of 2. They were supposed to take care all paper work related with the install. Everything got approved , they came and did the installation but I noticed that they only did one box instead of the 2. When I called them they said that nevada does not allowed that so if I wanted to get it done I had to buy another system and they couldn’t come through with their promise we are sorry is what they said. Then I got a letter with the HOA charging me with penalties for installing panels without their permission something the solar company said they would take care of. When I call to enquirer about this they said once again sorry that they forgot and will get on it, I also found out that the sales rep had run my credit a second time for a second system without my permission and had been approved so they thought the can go ahead and charge me an extra $$$$$ of dollars for this. Now is November my panels are not running, they don’t answer my calls or emails, I was supposed to have them installed and running through the summer but nothing, so now I’m stuck with panels in my roof, no service or contact with them, all I get is they will call me back but nothing. Pls help me solve this I thought I was doing good by switching to solar but is been a nightmare since . ******* *******
Business Response
Date: 09/27/2022
To whom it may concern:

After reviewing the BBB complaint submitted by ******** ****** the following was found. The customer’s project was on hold due to the
sales rep. not being responsive and actioning next steps, even after multiple attempts of making contact Freedom Forever is working with dealer compliance to make contact with the dealer company which they stated they will be action this project today.
Initial Complaint
Date:09/19/2022
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 purchased solar panels from Freedom Forever in December 2021. The salesman led me to believe that the tax 'refund' was expiring at the end of the year and I would be missing out on this. I had a loan for these solar panels for about $28k taken out. The panels were installed around January and functional by February. They worked great the first 2 months. I was happy with my purchase. In August I received an electricity bill. I then researched what could be the reason and found that for the past 4 months, my solar panels production had steadily declined. I called Freedom Forever and asked them to look into this. I was asked to call back in a few days to check on the status. In the meantime I contacted my electricity provider an spoke with them about the bill and the issue. I was informed that I was currently not producing enough electricity to even get me through a day. They said they would be happy to look at whatever they could on their end, but they only read the output on the meter after usage. I called Freedom Forever back and was given the runaround about clouds and rate hikes. I received another electricity bill and called Freedom Forever to again look into this non-production issue. They told me to call again in a few days. That was a week ago. I cannot get in touch with the company or any representative of the company.
I want this issue resolved. Paying this amount of money for a product that is not working is unacceptable. This will get fixed or I will not pay for this product
Business Response
Date: 09/21/2022
to Whom it may concern:

After reviewing the BBB complaint submitted by Mrs. ******, the following was found and relayed.

The customer was not able to view her production for her system with the registration email we had sent. Since then we have been sure to send another for the customer to be able to view the production of their system.

We have also went over with the customer in detail on how and where the savings come from as well confirming the production of the system with her.
The customer understands that the utility’s rates are subject to change and that they still have a possibility of having a utility bill.

The production of the system has been checked by our monitoring team to confirm the system is healthy with no alerts nor errors showing.
Initial Complaint
Date:09/19/2022
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 bought a $30,000 solar system from Freedom, which starting producing February of 2021.
During the last several months our electric bill has gone up significantly to the point of been higher than before the system was installed.
We filed a claim with the company about 10 weeks ago, without a resolution.
We have Duke Energy performed an audit of our consumption, and they concluded our meter is reading correctly and the panels are not sending the same amount of KW hours they did during the few months after installation.
I can provide a summary chart with the usage, and the production from panels, as well as what we have paid to Duke since we bought the property in September of 2020 and copy of all the bills.

Please let me know what you need from me in order to properly complete this claim with the expected resolution:
a. Freedom reimburse me for the energy panels did not produce. I have a minimum of 17,000 per year guaranteed per the contract, and
b. Freedom install additional panels to make the minimum guaranteed
Or,
a. Freedom uninstall the panels,
b. Fixes my roof to the condition prior to installation, and
c. Reimburses what I have paid this far and closes my loan without any financial or credit consequences for me.
Business Response
Date: 09/22/2022
To whom it may concern:

On August 11, 2022 a system performance claim was completed on this system and it was found that Based on Article 2.4 of Exhibit “A” of the signed Supply and Installation Agreement, Freedom
Solar guarantees the solar energy system to produce eighty five-percent (85%) of the
Production Year 1 Guaranteed Annual kWh. Please see system performance claim letter that was sent to Ms. ******.

Our monitoring team reviewed the system again on 9/17/2022 and it showed that it's meeting 93% of the production guarantee. Ms. ****** system is producing with in the promises of the signed Supply and Installation agreement. We advised Ms. ****** to provide her utility company the system performacne claim report so they can go over her electrical consumption since the system is working as it should.

I also want to note that Freedom Forever does not promise any utility saving only system production. This can be found on Article 6 of the signed Supply and Installation Agreement' 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"
Customer Answer
Date: 09/24/2022
I am rejecting this response because:

The production report mentioned in the company's email was never provided to me.

Regardless, the fact in the matter is what my electric bill and company are saying. And the panels are not producing what they are supposed to. They did not reach the minimum guaranteed during the first year, and they are producing even less this year.

I am paying more in my electric bill than before we installed the panels; and paying for the panels.

What is the next step in this process? I am willing to take this matter to the latest of consequences.

***** ******
Business Response
Date: 10/04/2022
To whom it may concern,

Freedom Forever is contractually meeting it's obligations that are outlined in the customers Supply and Installation Agreement. Freedom Forever has no control over what and how their utility reads the solar that is produced. Freedom Forever suggests that the customer shares their system performance claim with their utility company.
Customer Answer
Date: 10/04/2022
I am rejecting this response because: I have an electric audit scheduled with Duke Energy on 10/18. I will share Freedom Forever report with them. Nonetheless, I give more weight to their report than to Freedom's.
Should this continues to be a big discrepancy between Duke & Freedom. What is my next step to reach a resolution to my issue?
Initial Complaint
Date:09/19/2022
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 for installation of a rooftop solar system on 3/22/2022. The panels were installed in early June after plans were approved. The company then changed the plan for electrical panel upgrade without my knowledge nor approval, requiring the cutting of drywall and drilling holes through the studs in my garage. Since then I have had no communication from the company regarding the completion of my project. I have paid 80% of the total due, over $25,000, as of June after panel installation. Per the contract “the work will be substantially completed approximately 30 days from installation of the system.” Despite numerous inquiries I was never apprised of the reason for these delays, and believe it took at least 2 months for them to even submit the new plans to the city after the change. I finally began receiving emails with apologies and assurances after placing a review outlining my frustrations on the BBB website. Still no further action has happened. Last week I was told that an inspection would happen and arranged for time off from work to attend; no one showed up, no one told me why, and no further plans have been forthcoming. Additionally, I have not received reimbursement for the repair of the drywall for which I arranged, not trusting their plan to do the repair after seeing the poor workmanship when they drilled holes in the studs of my garage. I simply wanted a functioning solar system completed in a timely manner and have fulfilled my contractual obligations promptly. This company has failed to fulfill their obligations, has refused to address my concerns, has changed their plans without my knowledge and then failed to submit new plans for a prolonged period resulting in my project not even close to completion now 6 months after signing the contract. I relied on the BBB rating of this company which was favorable despite many negative reviews similar to the experiences I have had. Hoping you can help resolve this failure to fulfill the contract.
Business Response
Date: 09/21/2022

To Whom it may concern:

After reviewing the BBB complaint submitted by ******* ***** the following was found. We have been in contact with the customer prior to BBB
submission and we discussed the electrical work and the timeline confusion with
the customer over the phone. To summarize what is going on is the reason for
the delays after the installation were due to resubmission of permits in order
to host the final inspection. When the electrical work went from an MPU to a
subpanel the customer was notified by our electrical coordinator on 6/13. The
customer confirmed the change, and this was not an additional cost to the customer.
Instead, this was a cost reduction to the customer. He did inform us of the
drywall damage which we will compensate him for. All that is pending is that
accounting mails the customer that check.

The customers final inspection did happen on 9/13 in the
morning. Freedom Forever was not present as the jurisdiction does not ask us to
be present. The tech who did the final inspection did not send us the results
of the final inspection, so our inspection coordinator had to follow up with
the tech to retrieve those. Our inspection coordinator is pending the final
inspection card from them so we can move on the final step in the solar project
which is Permission to Operate. The customer is aware of all of this, we have
been in contact with him as of today.
Customer Answer
Date: 09/26/2022
I am rejecting this response because:

I did not receive notification of the change in plans. In fact the team which came after the sun panel to do the final electrical hook-up was also not aware of this change. A different team had to come later to do the drywall removal to complete this phase. I have been told by a representative that this should result in cost reduction but nothing has actually been acted upon in this regard. After inspection passed 9/13 I was just notified 9/26 that the request for PTO was just submitted (2 weeks later) and will take at least 3 to 4 weeks this will bring the total time frame to at least 7 months since contract signed and 4 months since panel installation. Per the FF contract “The Work will be substantially completed approximately 30 days from installation of the system.” I maintain that the delays in submitting revised plans to the city and now again in submitting request for permission to operate to APS reflect the ongoing lack of responsiveness and inattention to my project which do not fulfill the obligations of Freedom Forever set out in this contract. I would add that not until I filed a review of my frustrations with FF did I receive any specific communication from FF regarding my concerns. I had made several calls and sent emails trying to find out the cause of these delays without any response until the review prompted a reply. I have responded immediately to requests to review and submit requests for permits and requests for payment.
Customer Answer
Date: 10/08/2022
I am rejecting this response because: I have now been informed by Arizona Public Service that if my system is not completed by 10/22 my interconnection agreement will expire and I will need to apply for a new agreement. This will result in the rate I receive from APS during periods of “overproduction” to be reduced as their rate drops on 10/01 every year. This will negatively affect my payback rate for the remainder of this interconnection agreement which I believe to be 10 years. In addition this will cause additional delays in activation of my system now approaching 7 months since contract signed and 4 months since hardware installation. In addition this speaks to my assertion that Freedom Forever has been negligent in their indifference to my concerns and inaction in submitting for and obtaining permits, as obviously APS expects that these requirements would generally be completed within this time frame or they wouldn’t have such a deadline. I also wanted to address a falsehood in the previous response of FF to my complaint. They state I was informed “by phone” of the electrical panel plan change on 6/13/22. However installation of panels took place on 6/14 at which time their crew ran electrical conduit to the back of my house where the main panel is located. So even their crew was not aware of this subsequent change in plans as of 6/14, proof that this change took place at a later date and that I could not have been informed of this on 6/13. I feel this is indicative of my entire experience with FF — never having my concerns addressed, excuses for inaction that is now threatening my interconnection agreement, and excusing these inactions as “circumstances beyond our control.” Response to a customer’s concerns and reasonably prompt attention to the requirements to fulfill a contract are not circumstances beyond their control.

Business Response
Date: 10/12/2022
To
whom it may concern:

After reviewing the BBB complaint submitted by ******* ***** the following was found. The interconnection application for this project was submitted to
the utility company on 9/26/22. Freedom Forever interconnection team reaches out to the
customers utility company to verify nothing is needed on Freedom Forever’s end.
The utility company needs to go out and swap the customers meter. If the customer
would like to expedite this step in the process, they would need to contact utility company. Freedom Forever's electrical coordinator confirmed that he spoke to the customer over the phone
for the change on the electrical work prior to the installation date. In the contract
Article 6, paragraph 6.3 it states that “To the extent permissible by law and
provided that any change pursuant to ARTICLE 6.3 complies with the Production
Guarantee as set forth in EXHIBIT A, Freedom Forever may design the System to
incorporate any panels from the Module Group OR redesign the System at any time
prior to or after installation, to (i) replace such System equipment with those
from a different manufacturer, inclusive of differences in type, model, or
wattage, without limitation; (ii) increase the size of the System in its sole
discretion; (iii) modify the location of the installation of the System on the
roof or ground mounts at the Property without a Change Order. Any replacement
of System equipment proposed without a Change Order shall be of equal or
greater production to be deemed a reasonably equivalent substitute.”
Initial Complaint
Date:09/17/2022
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.
Freedom forever changed their name from Freedom solar without contacting their customers. When my Solar panels were malfunctioning, I could not reach out to them because they are changed their name and phone numbers. I finally found out their new name and phone number and reached out to them regarding a malfunctioning solar panels. I first made contact in 2020 and they promised to send someone out to look at the panels. The person they sent seems to be doing trial and error methods and told us they might have to replace my panels but later changed his tune after talking on the phone to his supervisors. We have been corresponding via emails and the last tangible email I received from a Elizabeth Freeman saying the are looking for the same model of panel to replace under manufacturer's warranty in June 2021. Since this time, We have not received any response from Freedom forever Solar company. My husband paid a visit to their office about 2 months after their last email and was told to give them 48 hours to look into the issue. Up till now the company is yet to get back to us. Phone calls and emails sent to date were not responded. My Electric bill has been rising, I know for a fact that my panels are not working as it should as majority of the time my inverter reading low Rizo and a red light indicating panel not working. I was told before installation that there is a 20 years warranty on the panels and their website says 25 years. My panels were installed in 2014 at the cost of $16,000 with the promise that I will see a reduction in my electric bill. That was a false promise and Freedom forever or Freedom Solar as they used to be called installed defective panels on my roof. I have emails I sent and received from Freedom Forever since my initial contact in 2020.
Business Response
Date: 09/24/2022
To Whom it may Concern.

Back in 2021 there was a service call done for Mrs. Ogundipe
due to an alert that said Riso Low. The service team went out and investigated
this alert. It was found that this alert was due to a palm frown falling onto
the panel. Freedom Forever does not cover any outside issues with the panels.
The only thing that is covered under the warranty is defect with the panels or
issues with the installation that caused the panels to break. As this was a
palm frawn fell on the panels this is not covered. The customer has been advised
that we will not cover the repair of the panel. The customer would need to pay
for the new panel out of pocket. Per our system there is a note from 2021
stating that: The panel that caused the original alert was
due to a palm tree branch falling on them. If the customer wants the panels to
be replaced, we can do that, but it will be at the cost of the customer. If the
customer would like this to be resolved they will need to pay for the
replacement out of pocket or use the Homeowners insurance to cover the cost of
repair.

Thank you
Customer Answer
Date: 10/06/2022
I am rejecting this response because - please see attached:

I thank you once again for your diligent and quick response in this rather unfortunate situation. Where can I actually begin? Dealing with this Company (Freedom Forever) has been a nightmare! The main purpose of having Solar installed was to be more energy efficient. When the panels were installed, can you believe that NOT a single sheet of paper was even given to us in terms of warranty or any kind of relevant information? All we know was someone went on top of the roof and installed solar panels – no pictures or paperwork - nothing! Please bear in mind we were not shown or have any proof of the condition of the solar panel installed, whether they were even new or damaged already.
Initial Complaint
Date:09/17/2022
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 panels are not working. Face put apparently in April?? Was never notified by company! Reached out to them b/c of high electric bills. Told there was a part on recall and panels have not been communicating! Poor customer service and parts still not available with no ETA!! Feel like they are ripping off two disabled veterans!!
Business Response
Date: 09/24/2022
To whom it may concern:

After reviewing the BBB complaint submitted by ***** Thomas
the following was found. The manufacturer company has been dealing with some
supply chain issues. The customer was not notified of the cell kit issues
because it did not affect all our customers. The customers that got effected by
this contacted Freedom to bring the issue to our attention. This may or may not
affect the customers production because the cell kit’s purpose is to
communicate and record the production of the solar. We can not see that production
at the moment so we cannot verify solar is producing or that it is not.
However, the customer is aware of the status of the cell kits which is that
they are ordered. We don’t have an ETA for her because SolarEdge the
manufacturer is not providing Freedom Forever with an ETA. The customer cannot
be compensated her utility bills because Freedom Forever does not guarantee
utility savings, but we do guarantee solar production. That is why we have the
System Performance Claim Request, which the customer has already submitted one
and they will be able to submit another to get and compensation if there was
downtime at this period for their 3^rdproduction year.
Customer Answer
Date: 09/26/2022
I am rejecting this response because:

1st of all, don’t misgender me! Mr. ****** would indicate that I am a male! 2nd of all, your crappy service is unacceptable! I have been without solar production since April. My panels are NOT working and I am using TEP electric instead of solar! I want it rectified ASAP and have Freedom Forever STOP making excuses for their short comings!! Enough is enough!!

Mr. Thomas
Business Response
Date: 09/28/2022
To whom it may concern:

We apologize for the misgendering, it was a human error and not done maliciously. This is a supply chain issue that freedom forever has no control over, we are expecting to receive cell kits sometime in October. The customer has been notified about the system performance claim outlined in their signed supply and installation agreement.

3.1 Performance Claim. If at the end of a Production Year the Actual Annual kWh for the Production Year generated by the System is less than the Guaranteed Annual kWh for that
Production Year (a "Production Year Deficit"), then the Customer can make a claim about such deficit to us ("Performance Claim"). The Customer must make any Performance Claim within
sixty (60) days following the end of the applicable Production Year. All Performance Claims hereunder must be in writing, be identified as "Performance Claim," and be delivered to us in
accordance with Section 13.2 of this Agreement.

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Freedom Forever, LLC is NOT a BBB Accredited Business.