Complaints

This profile includes complaints for Freedom Forever, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Freedom Forever, LLC

  43445 Business Park Dr Ste 104 Temecula, CA 92590-3670

• 

  Freedom Forever, LLC

  2546 W Birchwood Ave Ste 101 Mesa, AZ 85202-1107

• 

  Freedom Forever Massachusetts, LLC

  135 Robert Treat Paine Dr Taunton, MA 02780

• 

  Freedom Forever Florida, LLC.

  2010 51st Ave E Unit 111 Palmetto, FL 34221

• 

  Freedom Forever

  415 Industrial Ct Greer, SC 29651

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:09/16/2022

  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.

  AWFUL AWFUL COMPANY! I dealt with these jokers for MONTHS before they panels ever got installed. Finally installation took place 7/2021 they FAILED EVERY inspection! The panels did not pass inspection until March 2022; 8 MONTHS LATER. Here we are 6 months later and THEY ARE NOT WORKING!!!!! I get an almost $500 bill from my electric company; call these CLOWNS and get told - oh yeah, I can see the piece isn't working, it's on order, don't know when it will be fixed. Ok, new system already broken, not a good sign. Who pays this bill since I'm still paying YOU every month?! "Oh, that's still your responsibility ma'am. We'll take a look at the end of the usage year and see if we owe you anything." This is the WORST company I've EVER dealt with! I wish I could rip these useless mirrors off my roof and throw them in the trash where they belong! FREEDOM FOREVER IS AWFUL; RUN FAR FROM THEM!

  Business Response

  Date: 09/22/2022

  To whom it may concern: After reviewing Ms. **** BBB complaint, the following information was found. Check in the amount of $430.34,$215.17, and $645.51 were sent to Ms. **** on 2/22/22 and 4/12/22 for the delays she experienced during the solar process. A replacement part for Ms. **** has been ordered and is expected to arrive 9/28/2022 (Shipping Tracking Number: 1***************35) Once the part arrives at our local warehouse we will contact Ms. **** for scheduling.  Per Article 2.3 of Ms. **** signed Supply and Installation agreement if any production is was loss this will be reviewed at the end of year 1 production review: 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:09/16/2022

  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.

  Don't use freedom forever solar they don't tell you what is going on with your installation or why there was no paperwork in the tube so your electric company can inspect the system. You never get a call back when they say someone will call you back. My electric company El Paso electric came out on the 2nd of September to inspect my system and install the meter. There was no blueprints in the tube so they left and never came back. On Monday Freedom forever came by and installed a brakes and put the blueprints in the tube and told me the inspector would be out later that day to do the inspection and put the meter on. It is Friday and still no meter ir inspection. I call yesterday to their customer service and the first lady told me she would email a manager that usely emails her back with in an hour and that she will call me back and let me know what is going on, but like always they never called back. I called the 2nd time and the guy told me that he is having someone look in to this and they will call me back to get my system pushed through the process. Here it is and still no call from the company. They don't care if they failed you in the process and don't care about you as a customer. I just want the system off my house because they don't know how to do business with a customer or care about the customer that they are working with. They management don't return your calls after the customer service representative said they would. They lie all the time to their customers and can't fix anything or help you understand why they failed you on the first inspection. They tell you they can't remove your system once it's installed on your house. But they didn't live up to their end of the contract or keep you informed of what is going on or why they let your system fail the first inspection because they were not prepared for the inspection. I shouldn't have to wait until the end of the month for a new inspection. One of the worst experiences and customer service ever.

  Business Response

  Date: 09/22/2022

  To whom it may concern:

  
  

  As of today 9/22/2022 ***** ***** system was granted permission to operate and has been activated and the system is producing. 

• Initial Complaint

  Date:09/14/2022

  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 to have my solar system installed by FreedomForever months ago and was told by the sales rep a time line of upto 1 week for initial property inspection 2 weeks for design 6 weeks for permits 1-2 days for install and another 6 weeks for my utility company to connect the system and give the green light to turn it on. It is now September 14th and the only thing that has been done to my property is an upgrade to my electrical panel and circuit breaker the later of wich I didn’t even know was happening until the company hired to do the upgrades arrived at my home. I completely understand that delays are possible however their lack of communication and the fact that they never even scheduled the upgrades until I called to find out what was going on with my system shows a lack of them even caring about their customers. I recently received a call that my system will be installed on October 19th which is completely unacceptable due to the fact it should already be installed and working to which they have told me they will try to move up the date and call me back either the same day or the next day, however I have never received a call back not even from a supposed supervisor!! Their lack of any type of communication is appalling and needs to be corrected and they need to either quit having their reps talk about when their system will be online or actually make every effort to have installation completed by that date. As it sits currently I’ll be lucky if my system is turned on by Christmas which is completely unacceptable given the date I was told when I signed that I would have it working. Also the fact that they k ew these upgrades had yo happen and they also know the time frame for their install has me questioning why they didn’t set the install date at when they set the date for the upgrades knowing that their install time frame was more then a month out.

  Business Response

  Date: 09/21/2022

  To Whom it may concern,

  
  Mr. ***** signed his solar contract on 05/11/2022. His site audit was done on 05/21/2022. Once a site audit is completed, we then go into a construction review process. This was started on May 23rd and finished May 31st. On May 31st 2022 there is a note stating that a Main Panel Upgrade is a utility requirement and the customer is requesting the main panel be relocated.

  
  We then got the plans and stamps so the plans could be submitted to the City of Ogden. Permits and Plans were submitted to the city in June of 2022 and not received back until July of 2022. There are notes in the file in July 2022 stating exactly where the customer would like the main panel to be located. The main panel could not be scheduled until permits and plans were approved by the city. The plans and permits were approved 07/13/2022. On 07/20/2022 we began the steps of obtaining a contractor for the main panel to be completed. Freedom Forever did not get preapproval from RMP for install until 07/25/2022.

  
  The main panel upgrade was scheduled for 09/07/ and 09/08. This is due to the availability of the Utility, the sub-contractor and Freedom Forever. On Aug 24th, 2022, Mr. ***** confirmed the appointment for the main panel upgrade.
  Then installation was scheduled for 10/19/2022 due to the availability of Tesla Powerwall’s. Currently, not only the solar industry but the nation is suffering from a supply chain shortage. Due to this we are finding it hard to get certain portions of solar installs in stock. The Tesla Powerwall’s are one of the many items we are short on currently. Mr. ****** install was scheduled this far out as we have a shipment coming in and this was the soonest date, we could install.
  As far as a solar installation timeline. Freedom Forever cannot guarantee any timeline for a solar installation and completion. Solar installations are construction projects with multiple moving parts. The only thing that Freedom Forever can control is what we do. Permit timelines, Utility timelines, Supply chain issues these are all things that in the contract are outlined as exclusions as we do not control it.

  
  Sales Representatives give customers an ideal timeline. The timeline that was given to Mr. ***** is what we would see in a “simple” install. Meaning, no battery, no electrical work needed. However, Mr. ***** has a battery and a main panel which delays the timeline. Mr. ***** has spoke to many associates with Freedom Forever who have given him updates and advised on the project. Freedom Forever, relies on the sales representatives to assist in communication with customers as the Sales Representatives are face to face most of the time and have a repour with the customer which can assist in communication. We also have the Portal for customers to see what stage the project is in. Customers can also chat, email, or call customer support 7 days a week for any assistance needed.
  Once Mr. ****** installation is complete Freedom Forever will work quickly to have this project inspected and permission to operate submitted for. We do not have an exact timeline on permission to operate as every utility is different. This all depends on not only the utility personnel but how many applications they are working on at any given time. Which is why we cannot promise or guarantee any timeline.

  
  Thank you.

  Customer Answer

  Date: 09/22/2022

   I am rejecting this response because:
  
  
  You claim that I have spoken to many representatives and have been given updates! The only reason I have spoken to anyone is because I had to call to find out why nothing was being done! Your company has made zero effort to inform me of anything until I call asking why you haven’t bothered to do your jobs! You claim that you couldn’t schedule the install of the main breaker due to availability issues with the different parties involved yet when I called and asked what was going on the representative on the phone had a tone in her voice that you could tell she was like oh shit we never scheduled the install and she advised that they would get the install scheduled as soon as possible. Kind of interesting that immediately following that phone call the installation was scheduled. Also no one ever at any point told me my circuit breaker box had to be upgraded until the company hired to do it was here doing the upgrade! As far as the install of the actual system itself I have been told something different by everyone that I have talked to as to why it is scheduled out so far even this reply states something completely different from what I have already been told by their multiple reps. Most of all though this company has never reached out to me once to inform me of any delays or issues and not one of their reps that has promised to call me back has ever done so. The customer should not have to constantly contact a company to find out information on their install because nothing is happening and no one has said anything about why that could be. FreedomForever needs to take some accountability and keep their customers updated on their project especially if their are delays! The fact that their have been delays is not why I’m pissed it’s the fact that no one has said anything or reached out to me to inform me of anything going on with my project at all. If I would have been kept updated on what was happening and that their were delays and why then their wouldn’t even be an issue right now but instead of respecting their customers they decide to just do nothing hoping that the app and website where you can track the progress of your install is enough even though these give no useful information at all and half the time don’t even update or function properly. To this day I still have not received a call back from any of the 5 people that have promised a call back and getting any useful information or updates is like pulling teeth. Even with this complaint being filed and asking for them to contact me they have not done so. I have lost all faith in this company and am now extremely concerned that once my system is installed should I have any issues at all that FreedomForever will be of absolutely no help because that is the track record they have provided me this far 

  Business Response

  Date: 09/24/2022

  To whom it may concern:

  
  

  Mr. ***** rejected our first BBB response, and we provided all the information
  we have in the original response. The customer wants an earlier installation
  date, and we are not able to do that due to a global supply chain issue with
  Powerwall. October 19^th is the earliest date we have available, and
  he’s been made aware multiple times. We’ve also offered to put him on our short
  notice list in case we get a cancellation, or a Powerwall arrives in one of our
  shipments.  Thank you. 

  
  

  Customer Answer

  Date: 09/26/2022

   I am rejecting this response because:
  
  
  You may think that you have provided all relevant information in your previous response however you still have fails to do the most basic of customer service and actually call me back when you say that you will. I am amazed that your company seems to care so little about their customers that you still have yet to reach out to me and maybe find out why I am so upset with FreedomForever and figure out some ways to remedy the root cause and establish some best practices to avoid this same situation with future customers. As I stated in the previous response I understand delays and get that they do happen and yes I am upset that I feel that the ball has been dropped on my installation and because I could not be done as quickly as you originally wanted that my install has been pushed to the bottom of the list however this is not the root of my frustration with FreedomForever, that goes to your complete lack of communication when these delays happened. It’s not like I could just go onto the app or website and find any useful information as to what was actually happing with my project or there wouldn’t be an issue. I feel like you have neglected to do or say anything when a delay has happened and that you just assume that the customer is okay with waiting around forever not knowing if their install will happen or not because no one has contacted them to tell them anything. In your previous response you make it sound as though I knew that the electrical panel needed to be upgraded because their were notes as to where I would like it to be relocated to, however I never actually new that it was going to be replaced or that my circuit breakers were going to be replaced. All of the information you had been given were things I had talked to the sales rep about if the panel were to need to be replaced, but no one ever told me it actually needed to be done. As far as the time frame I was quoted and the sales rep knowing the area and my project not being a simple project due to the panel upgrade and the battery. The way it was stated to me is none of that would be an issue when he gave the quotes time frame as even with the panel upgrade and the battery it was a very straightforward install. If this was not the case then maybe your sales reps need more training on how to quote an appropriate time frame based on the install and should honestly quote longer as it would be a present surprise for things to be finished early rather then taking way longer. If I had been told that my system would not be completely operating until the end of December and it were to become active at the end of November I would have been happy that it took less time then anticipated however that doesn’t seem to be how you operate as you claim to have the fastest install in the industry. Bottom line is you have a lot of issues customer service wise that need to be addressed with the biggest and most important of all of them being commutation and follow through. I still am waiting for someone who can actually make some changes to call me so we can get to the bottom of this issue and figure out how to prevent it in the future.  

• Initial Complaint

  Date:09/14/2022

  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 was going to get solar panels for my home through Apricot Solar. The contract that I signed with the representative from Apricot Solar stated that I would be getting tesla panels. However, the day that the company Freedom Forever came out to my property to install the solar panels they stated that they were not Tesla panels and were different panels. I therefore, refused have Freedom Forever start the job of installing solar on my house. Freedom Forever later called me saying that I owe them $3000 for cancelling the contract and also because of the Vivint home security system that they installed in my house which I paid $1000 cash upon installation. Every month Freedom Forever is calling me asking how I would like to pay the $3000 for cancelling the contract. Apricot Solar and Freedom Forever are both at fault for trying to sell me something else and then coming and trying to install different panels than what I am paying for. Freedom Forever needs to refund me for the $1000 cash payment I made for installing Vivint home security and also causing damage on my roof.

  Business Response

  Date: 09/20/2022

  To whom it may concern:

  
  

  The customer called off the installation On December 11, 2021. On December 29. 2021 we presented the customer with the resolution of installing (14) Tesla 400w panels instead of the (14) Tesla 420w panels; the customer rejected our resolution. Per the customer signed supply and installation agreement , ARTICLE 6.3 states that Freedom Forever may redesign the system with modules from a different manufacturer. The customer also signed a legal binding document for the Vivint smart home promotion which outlines the $3,000 fee for early termination. 

  Customer Answer

  Date: 09/22/2022

   I am rejecting this response because:
  
  
  On Septiember 25, 2021 **** ****** Jr who was the solar advisor representing Apricot Solar met with my husband and I at our residence to sell us solar for our home located in Live Oak, California. We stated to **** that we were clearly interested in only having Tesla panels installed on our home. He stated that we would be getting (14) Tesla panels that were 425W for $14,000. We agreed to this offer because we were going to have Tesla panels installed.

  
  

  On October 29, 2021 we signed a "Change of Order" form that stated that the system size we would be receiving would change from 5.99 kW to 5.88 kW but we would still be receiving (14) Tesla panels. We were notified of this change in the system size through email and we agreed to the change because we were still going to receive Tesla panels.

  
  

  On December 11, 2021 Freedom Forever arrived at my residence at 9:00 to install solar. My husband questioned the workers to ask them which panels they were going to install and they notified us that they were not Tesla panels but Q cell's. We were not notified of this change through email or phone call. Apricot solar was aware that we specifically wanted Tesla panels. Apricot solar is responsible for this cancellation because they failed to carry out the contract that we signed. This is fraud to have a customer sign a specific contract for a specific item and then install something other than what was agreed upon. I do not think in any way that we are responsible for this cancellation. This cancellation occurred because of Apricot Solar's failure to carry out the contract that we signed.  I find it valid to cancel a contract where business is not properly and honestly completed.

  Business Response

  Date: 09/23/2022

  Freedom Forever does not guarantee system size or specific model of modules, Freedom Forever only guarantee system production. Freedom Forever presented the customer with the resolution of installing (15) T400H Tesla panels due to the (14) T420S Tesla panels being unavailable due global supply chain issues. The  (15) T400H Tesla maintained the the system size and production. Due to the customer not accepting  our resolution and wanting to proceed with canceling their project, they will need to pay the $3,000 Vivint smart home  equipment fee that is outlined in the terms and condition the customer signed and agreed to. 

  Customer Answer

  Date: 09/26/2022

   I am rejecting this response because:
  
  
  I cancelled the contract because of not receiving the type of panels that I signed on the contract that I would be getting. Freedom Forever and Apricot Solar mislead and were dishonest. I find that this was a valid reason to cancel the contract. The fault was Freedom Forever's not mine for cancelling they should be compensating me for trying to scam me.

• Initial Complaint

  Date:09/13/2022

  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.

  Freedom Solar installed solar panels on my house on 7/29. They still are not active. I am paying for solar that doesn't work , plus my Xcel bill. The freedom portal states my project is in progress. I contacted Xcel to find out what the hold up is. Xcel informed me that Freedom Forever installed the solar panels without their approval first. Also, we have a large pine tree that sits in my front yard that obstructs the use of the panels in the front of the house. We were told the tree would be removed and included in the cost. The tree has not been removed and I have received excuses from Freedom Solar that their contractors can't remove it. Now I am going to have to find a company to remove it so my solar will not be obstructed, further increasing my cost.

  Business Response

  Date: 09/24/2022

   

  
  
  

  To Whom it May Concern,

  
  
  

   

  
  
  

  When Freedom Forever installs a solar system with a utility
  that requires preapproval in most cases, we obtain approval before install.
  However, with Xcel pre-approval is not a requirement so we can install without
  it. Pre-approval with Xcel is normally obtained during the PTO stage as this
  utility is unique. For Mrs. ****** we are in the 1^st stage of the
  PTO process which is expected to take about 10 business days. Once this is
  approved, we can submit for permission to operate.

  
  
  

  The Tree Trimming was never added to the scope of work for
  Mrs. ******. However, as Mrs. ****** has submitted proof that this was promised
  by the sales representative. We have sent a Letter of compliance to the Dealer
  company. The dealer has 3 business days to respond to this which will be the
  beginning of next week (09/26/2022-09/27/2022) to respond. Once we have a
  response, we will work with the dealer to have this Tree work added to the
  project as this is what Mrs. ****** was promised.

  
  
  

  Freedom Forever is working diligently to resolve these
  issues for Mrs. ****** and she has been in contact with Rebecca R. an online
  support specialist about the project.

  
  
  

  Thank you

• Initial Complaint

  Date:09/13/2022

  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 Panels and critter guard installed at my home around April,May of 2022
  My wife and I paid Freedom Forever almost $40,000.00 for this job
  Committed to install panels and critter guard around all panels
  The critter guard was installed poorly and birds nesting under the panels. This is now the second time this is happening and creating a mess. Rep for company will not respond.
  Company sent guy out to see what will be needed and to set up the repair with the proper size guards.
  Request #***** has been created but nothing is happening. We have been very patient. They were supposed to come out twice now to fix the problem but never show up.
  Pictures were sent to Freedom Forever

  Business Response

  Date: 09/22/2022

  To whom it may concern:

  
  

  A service visit has been scheduled for Monday 9/26/2022 with a 7-9am arrival to repair Mr. ****** critter guard.

  
  

  Customer Answer

  Date: 09/23/2022

  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.

  
  

  My only concern is they have said, and scheduled this twice already and never showed up. If they are a no show again what would be my next step?

• Initial Complaint

  Date:09/13/2022

  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.

  First, July 11 2022 a few minutes after 12 p.m. my inverter went down and I submitted a trouble call that evening because I did not check my solar edge app after the sun has gone down. When I spoke to Freedom Forever help desk (**** **** **** they said the see their is a system fault on the inverter. I explained to them prior to calling I shut everything down as they show me when the system was authorized to go operation, and when I restarted the system the inverter has a blinking red and blue light, but the green light was steady and my app show no output since a little after 12 p.m.
  
  Then, I explained this was the 2nd time the inverter has gone down on the system and they had to replace the inverter and compensated me for the outage ($40 something dollars). They gave the company response due to covid it will take them sometime to get the new inverter. I further explained that I was operation in May 2021 and the inverter went down in September 2021 and compensation was finally paid November 03, 2021. However, in August I informed customer service that I would like this July 11 issue to be remedy soon and I would be filing another BBB complaint to get to the bottom of this issue. and they said they would contact their warehouse and contact me to give me a status. I never received an a call, email, or letter.
  
  Final, I called customer service today and receive the same company line due to covid and we will contact the warehouse to get a status update and she gave me the number to Solar Edge to see if I can get a status on the inverter going to their warehouse. So, I informed the customer service clerk I would be filing a complaint today because I should not have to call anyone else about this issue and because I cannot get a concrete answer I am going to ask BBB to step in. Further, I am paying over 50k for this system that has gone down twice due to an inverter and I am tired of wasting my time and getting no answers on when this issue will be resolved.

  Business Response

  Date: 09/24/2022

   

  
  
  

  To Whom it may concern: After we have reviewed the BBB
  Complaint from the customer Mr. ******, the following was found and relayed to
  Mr. ******.

  
  
  

   

  
  
  

  We have reached out to Mr. ****** and provided the following
  information to him. The system is now operational and showing the production on
  the monitoring app. We have made sure that Mr. ****** has access to his
  monitoring app to be able to view and monitor his production. We have also made
  sure that Mr. ****** knows that he can submit an (SPCR) System Performance
  Claim Review at his anniversary date of when he started to produce.

  
  
  

   

  
  
  

  That will allow for us to be able to check the performance
  of the system to confirm if they are meeting the Production Guarantee presented
  in the solar agreement. If not the proper actions will be taken to ensure the
  customer is compensated.  

• Initial Complaint

  Date:09/07/2022

  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.

  We bought the solar system through them qa little over a year ago, we have had communication problems with them since, we keep asking them move 6 panels that are not being utilized more, but they kept telling us that we had to wait for a year to come and go and they would do a comparison and if need be then they would move them. May came and went with no news from them, Then we received a bill in the mail from Duke Energy increasing our bill more so now we are pay more then we did before we got solar. We were told on the day we signed paperwork we would on have a small bill about 20 dollar for rent of meter and that's it unless we had to use extra power off grid. Which I might add we have had to every month since day one. The panels are just not producing enough power at all. We have had to have Goodleap the finance company help use get in touch with them cause they refuse to return call. We are now paying $283 a month , next month starts $339 a month.
  Now Freedom Forever is telling us that we would have to pay for the panels to be moved, which is not right they put them in the wrong place they need to move them..

  Business Response

  Date: 09/13/2022

  To whom this may
  concern,
  Mrs. **** is
  concerned to have 6 panels moved to another location on their home. Mrs. ****
  has stated that the 6 panels aren’t being utilized due to the panels being
  shaded. Freedom Forever reviewed the photo Mrs. **** attached with her concerns
  also reviewed the photos from Site Survey & Installation. The tree/bush
  that has grown since the installation is causing the shading to the panels.
  Mrs. **** will need to keep the tree trimmed to not cause any further concerns.
  Exclusion Events. The production
  guarantee set forth in EXHIBIT A, ARTICLE 2.1 does not apply to any
  failure of the System to achieve Guaranteed Annual kWh for any Production Year,
  to the extent caused by any of the following exclusion events (“Exclusion
  Event”):
  Article 2 – Production
  Guarantee: Section K – shading from foliage that is new growth or is not kept
  trimmed to its appearance on the date the System was installed.
  
  Mrs.
  **** concern regarding having the panels moved to be utilized, Freedom Forever
  has denied moving the panels due to the current shading. When Freedom Forever
  completed the initial site audit, and installation Freedom had no concerns
  there would be a shading issue. If Freedom Forever noticed any shading issues
  during installation, Freedom would’ve relocated the panels to another location
  on Mrs. ****’s roof. If Mrs. **** would like the panels to be relocated Mrs.
  **** would need to cover the cost.
  
  Article 4 – Maintenance and Repairs; Expansion
  Section 4.3 In the event an unforeseeable shading condition not caused by
  Freedom Forever exists and continues for five (5) days, the Customer agrees
  that Freedom Forever shall have the right to expand or relocate the System, or
  otherwise the Guaranteed Annual kWh for that Production Year or any further
  Production Years shall be reduced based upon such shading condition, and
  Freedom Forever will present the Customer with a proposed reduction to the
  Guaranteed Annual kWh for that Production Year or any future Production Years
  reflecting such interference
  
  Mrs. **** concern regarding the utility bill not being the amount promised at
  the point of sale.
  Articles 6, Section 6.1-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
  contacted Mrs. **** directly regarding the System Performance Claim Report.
  Mrs. **** has provided Freedom Forever with all the documents to complete the
  claim. Our claim specialties team will reach out to Mrs. **** directly to go
  over the claim results.

  Customer Answer

  Date: 09/14/2022

   I am rejecting this response because:
  
  
  To whom it may concern, We did bring to the forefront at time of installation that the panels would be a problem since the trees that are shading are not on our land and should be moved. They just ignored us like now. We were promised not our fault at the time your salesmen promised things that were not delivered and are buried in the contract.  

  
  

  So now we are having to pay more for power then we did before.  Nice way to treat your senior citizen customers.  

  
  

  
  

  ***** and ******* ****. 

  Business Response

  Date: 09/22/2022

  To whom it may concern: 

  
  

  As previously stated, Mr. ****'s greenery has significantly grown since the day of his solar installation and per the signed Supply and Installation Agreement, it's the homeowners responsibility to trim any foliage that may disrupt the full production of their solar system. ( please see installation image attached) If Mr. **** wants the 6 panels moved, he will need to cover the cost. 

  
  

  Exclusion Events. The production guarantee set forth in EXHIBIT A, ARTICLE 2.1 does not apply to any failure of the System to achieve Guaranteed Annual kWh for any Production Year, to the extent caused by any of the following exclusion events (“Exclusion Events”):

  k. Shading from foliage that is new growth or is not kept trimmed to its appearance on the date the System was installed

  
  

  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. 

  
  

  
  

  
  

  Customer Answer

  Date: 09/22/2022

   I am rejecting this response because:
  

  
  

  We are rejecting on several issues, 

  
  

  1. The image attached is not even our house, its the neighbors and you can see the trees in the background that are quite large and tall.  These are the trees i told the installer about and they ignored.  Where is our roof in this picture you keep claiming. 

  
  

  2. As for the price reduction on our power bill, yes a salesman sat right at our kitchen table and told us  that we would only have to pay a meter rental unless we drew power from the grid then we would have to pay the cost of that.  As of now we have always had to pay our Power Company. We are now paying $211.10 to Good Leap and $128 to Duke Energy.  This is not saving us money at all, this is the only reason we got Solar not to pay more money.  It's the only reason people get it.  NOT FOR ROOF DECORATIONS AS YOU ALL KEEP TELLING US.

  
  

  
  

  MR ******* ****

  
  

  
  

  
  
  

• Initial Complaint

  Date:09/07/2022

  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.

  I should’ve followed my instinct and known better than to trust a place that goes door to door to sell a product. Lesson learned. The salesperson told a lot of lies, sat on moving the project through and even submitted it to the denver permits dept without my approval (thus they were permitting something that was not correct). I thus Canceled my contract and after two weeks, they still will not release it and inform the financing company. Reached out to the financing company who says FF has to release it but they won’t. Awful experience that still won’t go away.

  Business Response

  Date: 09/12/2022

  To whom it may concern,

   

  Blair requested the cancelation of the Solar System on 08/23/2022. Freedom Forever takes anywhere from 2 weeks to 60 days to completely process a cancelation. Freedom Forever has canceled the project within Freedom Forever as well as notifying Mosaic of the cancelation. Mrs. ******* has been advised that the project is canceled with Freedom Forever and the cancelation letter was sent to Mosaic. Mrs. ******* has been advised to call Mosaic about the cancelation with them to see if Mosaic can push the cancelation through on the Mosaic side for her as well. 

• Initial Complaint

  Date:09/06/2022

  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.

  I don't know if anything can be done but the company salesman lied about his product and availability of net billing in my area. Promised he would be there to help me get the net billing for the solar system. I reached out multiple times and he blew me off and did not respond to messages.
  
  He also told me I would have no electric bill for 8 months around a 50 dollar bill for 4 months. Of corse the company sneaks in an easy to miss line that says "no guarantee you will save money" after the salesman says I would. No way am I buying a 40k dollar system if I'm not going to save money.
  
  I don't know if there are any actions can be taken but I at least wanted a complaint filed that they are unethical and lie to sell their product and hide a 1 liner in there to cover their butt.

  Business Response

  Date: 09/12/2022

  To whom it may concern, 

  
  

  Freedom Forever does
  not promise any utility saving only system production. Please refer to Article
  6 of your signed Supply and Installation Agreement which states the following.

  
  
  

   

  
  
  

  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.

  
  

  Freedom Forever is solely an installation company and only warranty the system production. A system performance claim was is currently being completed for this project and if any system underproduced in the past year an agreement will be worked with the homeowner. 

   

   

  
  

  Customer Answer

  Date: 09/14/2022

   I am rejecting this response because:

  
  

  The solar panels are not producing the guaranteed electricity and they said they would help getting the net billing set up, they did not.  It is producing half the electricity it should be producing.

  
  

  They make promises about calling back and they do not.

  
  

  As I noted in the first message.  The salesman also lied when selling the system and sneak it into the contract.
  
  
  
  

  Business Response

  Date: 10/24/2022

  From the BUSINESS:

  Sent 10/21/2022 3:36:55 PM

  Please see email attached, we will pass updated email to department who is working on Mr. **** project. 

  Customer Answer

  Date: 10/25/2022

  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.

  
  

  I am not 100% satisfied because it hasn't been taken care of but I will accept for now.   If I don't hear anything back in a few weeks I am filling again because it has been 2 months they have been "working" on getting quotes.