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

1,383 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:08/23/2022
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.
In February of 2021 Freedom Forever offered me a solar plan. In March they informed me that my patio did not have necessary permits and would need to be removed prior to panel installation. I removed the patio so that they could do panel installation. AFTER all panels were installed and I was on hold for 2+ months, I was informed that my swimming pool does not have necessary permits and they can not hook up the panels. How did they have patio permit info and not swimming pool permit info? The panels remain on my roof unconnected. I have made numerous attempts to get this resolved on their end.
Business Response
Date: 08/29/2022
“To whom it may concern,

Freedom Forever is not responsible for any unpermitted
structures or swimming pools on the property. This is the responsibility of the
homeowner to have these issues resolved. Freedom Forever has attempted to
rectify this issue by contacting local pool subcontractors for the homeowner
and we have had no progress working with this homeowner to have the pool
permitted. To address the question on why we did not have all the information
on why the pool was not permitted at the same time as when the patio issue arose,
that is due to the lack of information provided by the city when we applied for
the permits and was only brought to our attention at inspection.”
Initial Complaint
Date:08/22/2022
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.
Back in May I spoke with a sales rep from Freedomforever in regards to solar panels. I was told that if I get my solar panels through them that I would also get a Vivint smart home and security system for free along with 36 months of free monitoring service as well. I was also told the system would take up to 45 days before it would be turned on after the panels were installed. A few days later the Vivint system was installed and a few weeks later the panels were installed as well. It is now at the end of August and my panels have not been turned on and I have received a bill for them as well as several bills from Vivint for services that were supposed to be covered. I have contacted Freedomforever several times about this issue and have been given different answers and told about a rebate check which was not disclosed until after I called them about the Vivint bills. I have still not received any rebate check or had my solar system turned on yet. This leads me to believe that other things I were told will not happen as well like the tax credit for 11,000 and the 100% coverage from the panels.
Business Response
Date: 09/06/2022
To Whom it may concern: After Reviewing the BBB Complaint
from the customer above the following has been found.

The customer had been informed by his sales rep as we as us
when he would be getting the rebate. This rebate is to cover the security
payments that has been mentioned for free monitoring services and we have also
informed the customer on how to get more information on the tax rebate.

He has been informed that the rebate will be issues as all
other rebates and that is 45 days after the project is in final complete. As
for the tax credit the customer has been advised to reach out to a tax advisor
as we are not that.
Initial Complaint
Date:08/20/2022
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.
I have contracted with them to install a solar system over a year ago. In January they obtained permits specifying on the permit the panels to be installed. The day before install they tell me they don’t have those and would be installing something else that was not on permit. I didn’t allow that as I didn’t want to be stuck with an unpeitted system

They modified contract for different panels in March and supposedly submitted for permit change We are 6 months later and I don’t hear from them when I contact them via email or app. I’m told it’s in permitting and have been given expected dates that come and go. They have not supplied the permit application to me. They will not give me the contact of who they are dealing with at the city. And we are now in late august. They have had a deposit for a year. They do not have anyone communicate with anything other than we are waiting for the authorities with jurisdiction to approve. Six months is not the normal in this jurisdiction.

I assume with inflation and the contract price they just don’t want to do it. And honor the contract but they won’t communicate at all.
Business Response
Date: 08/26/2022
To Whom it may concern: After reviewing the following BBB
complaint that was submitted by above customer we have found the following.

There had been a lot of resubmissions and revisions that had
been needed form the utility provider among the revisions and sent corrections
there was a moment where we did not get an update from the utility on the
status of the corrections that we had submitted to them.

That has all been cleared up and as of now we have been
working on getting the required permits/plans approved for us to install. We
have also made sure that when the permits/plans are back and ready for us to
install we will schedule on the soonest available date. As we have made sure
that we have everything that is needed to install on the ready.

This has all been communicated with the customer
and will be kept in contact as we move forward to the completion of the project
Customer Answer
Date: 08/26/2022
I am rejecting this response because:

I think they are now trying to get moving after bbb intervention. I have asked to give me permit application number and the contact person for months the the city and they have been non responsive on this to date. It seems since they had an approved plan and changed the panels they told me when they wanted to install different panels it would be a quick change but obviously not the case or they more likely dropped the ball
I’m still awaiting completion but at least bbb has gotten them to be a bit more communicative but I heard the same thing in June that I am hearing now.
Business Response
Date: 09/16/2022
To whom it may concern,

Please be advised that freedom Forever will always do a 1 for 1 premium swap to make sure the customer meets the production guarantee they were sold. Freedom Forever also wants to point out that in the supply and installation agreement the homeowner signed states that by law Freedom Forever can redesign the System at any time prior to or after installation, to replace such System equipment with those from a different manufacturer, inclusive of differences in type, model, or wattage, without limitation. The updated plan set were received, we have requested our local operations team to contact the customers for next steps.
Customer Answer
Date: 09/28/2022
I am rejecting this response because:
Once again three weeks before install they are wanting to change equipment from what is permitted. While I have no objection to the changes I want it permitted prior to j stall action as agreed. They previously reassured me they had the panes they permitted on hand for this installation. It took 6 months to change the permit this time. I propose they go ahead and install the changes but do not get paid u til it is properly permitted if they have to keep doing this
Initial Complaint
Date:08/20/2022
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.
Freedom Forever Solar/Mosaic was contracted in August of 2021 to install solar panels on my home and so far they have installed the panels, but not hooked them up. I can not get anyone to answer their phone or respond to emails.
I have made three payments of $140 after they payed for several months because my solar is not connected. I want them to either come finish the job or remove the panels and fix my roof. and refund the money this experience has cost me
I am one of three in my area that they are ignoring and as a senior citizen I am considering my legal rights for recompensation.
Business Response
Date: 09/02/2022
Mrs. ******* had stated that she began this Solar project in
Aug of 2021. However, the contract was signed Oct. 5^th, 2021. After
the contract was signed a site survey was completed Oct 11^th, 2021.
After this is completed Freedom Forever then begins the process of design and
permitting. The permits were received Nov. 19^th of 2021. The
delay from Permitting to installation was due to a main panel upgrade needing
to be completed. With main panel upgrades there are many moving parts. We must
obtain permits as well as schedule with the electric company, the customer, and
a sub-contractor to have this completed. Due to this we do see at times a delay
in getting this all scheduled where all parties can agree to one specific date.
We are currently pending an inspection prep visit and final inspection. Due to
the location of the customers home to the branch there are only certain times
there is a crew in the area. We are scheduled to do the inspection prep
09/07/2022 and call for the final inspection the same week. Once the final
inspection passes, we will then submit to Yampa Valley Electric for permission
to operate.

Freedom Forever has reimbursed the customer for the July
payment made to Mosaic and as soon as we get further documentation on the
August payment, we will be able to reimburse the customer for this payment as
well.

Thank you
Initial Complaint
Date:08/18/2022
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 (FF), sold us Solar in 2018 with service starting in September 2018. Problem: it has never performed up to our expectations since day one. We have complained numerous times. After a great deal of time figuring out how the numbers all work we came to this.
FF sold us on having 90% of our power through solar. We provided them with energy bills which were much higher than now (kids lived with us), to provide us our contract. They promised us 12,000 kWh per year (or 90% of that). Problem was we have always averaged at least 20,000 kWh per year. So they sold us on providing 60% of our energy usage and promised to provide 90% of that. So they are living up to the contract but shorted us from the beginning. We bought with the sales pitch of providing at least 90% of our power bill.
I am a professional and work with numbers at time. I feel like we got the bait and switch pulled on us and after numerous complaints nothing has happened.
What I want: Since the quality of the system is good, I want more solar panels installed to meet my usage.
Business Response
Date: 08/22/2022
Hello, Freedom Forever promises system production and not utility savings. In section 6.1of your signed Freedom Forever contract states the following: ARTICLE 6
NO SAVINGS GUARANTEE
6.1. No Savings Guarantee. Freedom Forever provides no warranty or guaranty with respect to
any cost savings from use of the System."
Customer Answer
Date: 08/23/2022
I am rejecting this response because:
I was not talking about cost savings. I was talking about production promised by your marketing. The FF sales person sold us on a solar that would provide 90% of our usage. FF got our power bills to evaluate our usage (which was higher then in kWh than now). We use 20,000 kWh per year and FF put in our contract 12,000 per year. That is 60% of our power usage. I would never had agreed to spend $30,000 on solar panels to provide 60% of my power. If FF calculated wrong, that is not my fault. FF needs to step to the plate and make this right. I realize you have your contract to stand behind but FF was deceptive and that is poor business.
Initial Complaint
Date:08/16/2022
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.
In late May/early June 2022, Freedom Forever installed solar panels on my roof. During the installation process, the installer broke 5-6 roof tiles. The lead installer said he would go and purchase a few tiles, and return within a week to repair the broken tiles. The installer never returned, and despite over 10 attempts to contact Freedom Forever, they refuse to call me back and resolve the issue. I have filed several tickets with customer service, and left several messages with the local sales and office manager.
Business Response
Date: 08/24/2022
The homeowner has
been contacted regarding the roof tiles that need to be replaced and Freedom
Forever has scheduled a service date of 8/26/22 to replace all broken tiles. An
Online Support specialist will be following up to confirm the work was
completed in a satisfactory manner.
Customer Answer
Date: 08/26/2022
I am rejecting this response because:

The repair work was NOT completed as promised on 8/26/22. I attempted twice to reach out to the customer service contact Hunter Franks, and he did not respond to my communications.
Business Response
Date: 09/02/2022
To whom it may concern,

Mr. Palochick has been contacted again regarding the missed
repair date and we have confirmed that all roof tiles have been replaced and
the homeowner is satisfied with the repairs done on his property as of
8/30/22.
Initial Complaint
Date:08/16/2022
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.
Freedom Forever has installed solar at my home, needless to say this install was not without issue and was, in many aspects unprofessional. The unprofessionalism includes that of rude behavior; failure to follow up on items committed to by the company; missed milestone dates, requests to sign additional contract information with out providing the actual contract only the contract page etc.

The most frustrating part of this whole going solar thing are two items. The system has now been installed roughly 4-weeks with no timeline of this system being turned on and the refusal to provide me with a receipt or invoice for the system they have been paid to install. The current argument from them is the bank loan is the receipt. By that argument an autodialer should never provide you an invoice showing paid and your loan is the receipt. I'm pretty certain we can all agree this is not only unprofessional it borders on the line of deceptive business practices.
Business Response
Date: 08/29/2022
Hello. A Freedom Forever Specialist with working with Mr. **** and our legal team to obtain a resolution and provide Mr. **** the information he is inquiring. Thank you.
Business Response
Date: 09/16/2022
To whom this may concern,

Mr. **** has been provided a copy of the Freedom Forever (MA) Supply and Installation
Agreement, Home Improvement Agreement. That underlines all these concerns as
listed: Proof of Purchase, Federal Tax Incentives, Proof of Warranty and
contractors and affiliates. Mr. **** will need to contact Mosaic directly to
receive his finance contract @ ************.
Customer Answer
Date: 09/19/2022
I am rejecting this response because:

I find it interesting that Freedom Forever for the first time offers an email to me proving they have been paid. Then in the next response ignores that offer and tells me I have a contract and that’s it. Mosaic cannot and won’t provide me a proof that Freedom Forever has been paid. I’m curious as to why Freedom Forever is so adamant on not wanting to prove to their customers they have received payment. In my experience a company that acts in this manner generally hides inappropriate business practices which further pushes me to want and need proof they’ve been paid.
Initial Complaint
Date:08/15/2022
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 new power panel at my house one year and 3 weeks ago. The install was not only terrible craftmanship but also illegal. They created what is called an inaccessible junction block. I have been negotiating with them over the last year to correct this situation. It will cost around 10,000 dollars to do this. I was told that their final offer is 3 thousand dollars. Page 2 of the contract we signed states "We fix or pay for any damage we may cause to your property".
Business Response
Date: 08/24/2022
This homeowner has been in communication with our
Escalations department who has brought forth many possible resolutions which
were declined. First to address the claim of illegal work, the Main Panel Upgrade
was inspected and approved by the city. Freedom Forever would be unable to
receive permission to operate with the utility company if the electrical work
was not inspected and approved. I have included the permission to operate
paperwork here for review.

While working to come to a resolution for this homeowner we
provided a removal and reinstall of his entire system free of charge which
saved the homeowner roughly $4500. Homeowner has been offered the following
resolutions.
- Paint plywood to better
  match the color of the brick wall.
- False wall installation.
- $6,750 for the brick
  wall and electrical work (which we requested both the brick and electrical
  work) and the subcontractor only wants to do part of the job which is very
  high for just the brickwork and not comparable to other subcontractors
  contacted. Our comparison bids that were completed had both
  the brick and electrical work included for roughly $5700
- Final offer for the
  homeowner is currently $3000 for customer accommodation only as the scope
  of work was completed and the wall mount is an aesthetic issue only.
Freedom Forever will not be offering any
additional compensations other than the $3000 currently offered and will
consider the matter closed if the homeowner further declines the offer. The
work completed is satisfactory and up to code with the city.
Business Response
Date: 09/22/2022
To whom it may concern.

On 9/19/2022 Mr. ******* provided a demand letter to Freedom Forever. We encourage Mr. ******* to continue addressing this concern with the escalations team as BBB complaints are answered by Freedom Forever online support team, which they are only able to provide notes left in the escalations file.

Currently, our Escalations team is working with the CSLB and customer to come to a settlement agreement. Our escalations team will continue to work Mr. **** ******* until an agreement is met. Thank you.

Customer Answer
Date: 09/23/2022
I am rejecting this response because: Until Freedom Forever and I come to a resolution this complaint stands.
Initial Complaint
Date:08/12/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We signed with freedom forever on June of 2021, it took them 7 months to install. We had alot of issues with the subcontractors work. Freedom did there best to make it right. So already frustrated, we have our solar turned on in January of this year, worked great for 2 months and the inverter went out. They replaced it in about three weeks. Solar was up and working, again, and worked for 3 months and another inverter went out. Now I'm having to pay my electric bill and solar payment, and I'm being told they want to replace it with the same thing that has failed twice in 5 months. Was also told now the inverter is on back order and may be 2 months before I can even get scheduled. You call a center and they are nice and as helpful as they can be, but no actual help. I've tryed to ask to speak to someone in charge and am told they can only email them, and someone will call me. Never once have I had a call back. I just want my 50k system to work . Communication is very bad.
Business Response
Date: 08/26/2022
Hello. Our local warehouse is still pending to receive the inverter replacement for this project. The replacement has been approved by solar edge we're just waiting on them to ship it out. A Freedom Forever specialist is working with our local warehouse to expedite this replacement replace and is providing the customer with updates as they are received.
Business Response
Date: 08/29/2022
We apologize for the frustration but we're pending an update from solar edge. Usually solar edge would send us replacement anywhere between 7-14 business day and due to supply chain issues solar edge is currently dealing with were not receiving replacement until 30+ days after a claim was filed.
Customer Answer
Date: 08/30/2022
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.
Initial Complaint
Date:08/12/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Freedom Forever came to my home and the salesman was a joy to talk to and appeared to be honest and standup guy. I was made promises that if they beat the price of my pending ************* I would get cash money in hand which I never received. I was also offered to move my security system another provider from freedom forever and that they would pay my cancellation fee of that company and has yet to do it and now I'm in the hold $1400. I was also told to switch my current electric provider to their recommended choice and they would cover the disconnect fee but again I am out of $300. I am so embarrassed to have listened and went Solar. The final straw was I was also promised a rate monthly and it's actually more. Please whatever you do this is ridiculous. I am currently Serving in the Armed Forces going on 20+ years of ***************** and to have this treatment and lack of care and support is disrespectful and distasteful.
Business Response
Date: 08/15/2022
To Whom it may concern: After reviewing the BBB complaint submitted by *****************************, the following was found.

The rebate the ************************ is to get has been added to the scope of work and will begin to be processed to be sent to the customer via check in the mail. The rebate is listed as $2,000 instead of the $1,800 so that the ************************ can use a portion to cover the cancelation fee that he had to make as well for switching utility providers.

Customer Answer
Date: 08/16/2022
I am rejecting this response because:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory and it is disappointing due to *********** making me promises that didnt happen. I had to continue to call just to only find out after 5 - 6 weeks that they needed a form. Well what do I tell TransUnion? Experian? Having a collection on your credit report is law worthy and the lack of empathy is disappointing. On top of it I was promised my bill would be ***** and its actually ***** monthly and I have yet save any money and now spending more.
Business Response
Date: 08/16/2022
The customer original desire settlement was to have the $1800 rebate we have agreed to provide the customer with that, our accounts payable does require a signed w-9 to release the funds - This is company policy. I also want to point out section 6 of the customer signed ********************** contract where we have a no saving guarantee. I've attached a snippet for visibility.

Customer Answer
Date: 08/17/2022
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. This isnt going anywhere. I would appreciate the **** and move on ASAP. I had to call multiple times just to find out I needed a W-9 form which would have expedited this mess that no one wants to own. But an attachment to wash our hands.

Please send me what is owed as soon as possible this delay has been unacceptable

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Freedom Forever, LLC is NOT a BBB Accredited Business.