Business Profile

Solar Energy Contractors

Freedom Forever, LLC

This business is NOT BBB Accredited.

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This business has 2 alerts

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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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/12/2022
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.
In June of 2021 I had a solar system installed on my house. 3 weeks ago I started contacting ****** Forever about my system not working I was getting real time results but then it started being about every 2 days to get any info. I even got a email saying everything was ok From a ****** from the monitoring department. I called solar edge wich is the equipment that is not working properly and they said it is not communicating. To ************* edge. Plus there is a blue light when its on system is communicating, mine is off. When I call Fredom Forever they hide behind some remote service rep with no answers. It took over 3 weeks to get on a list to get a call to get to schedule a service call at some point. Thats what I was told today. This company need to stand behind their products and fix it. and stop wasting a customer time by having them uninstall and reinstalling when they know that a real problem exist. I was avalable to them for inspections and the install but after they get their money they disapear. I can call my 3 year old grandchild and get as much information.
Business Response
Date: 08/15/2022
After reviewing the following BBB complaint submitted by *************************** the following was found.

**************** system lost communication on 06/29/2022 and prior to the communication going it out, it was updating every other day. On 06/30/2022 our monitoring team troubleshoot the system to get the communications back online.

During this time the system was still producing the whole time. And the system had been updating the production numbers at night. A service call was then scheduled on 07/13/2022 for our tech to go on site and troubleshoot the communication board. On that day and since on the system has been reporting in real time and still maintains to produce.
Customer Answer
Date: 08/15/2022
I am rejecting this response because: Trying to get anyone with authority is impossible. They knew that all systems with sprint modems were going obsolete. But continue to hide behind remote workers that know nothing about the issues. And even emailed me saying nothing was wrong. Knowing thats not true. Lying is bad way to do business. And me and everyone else deserves better. I didnt get a real response until I filled a BBB complaint.

Business Response
Date: 08/16/2022
We apologize for the lack of communication this feedback has been sent up the chain of command, we have addressed all of the issues written out in the original complaint and consider this claim resolved.
Initial Complaint
Date:08/12/2022
Type:Customer Service 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.
On 10/1/2021 we had a salesman named ************************* come to our home to present the benefit of solar panels and how we should have them installed to save on the increase of future electric bills. During the presentation my wife and i asked several times we wouldn't end up with 2 bills, one for the panels and another for electric. We were told that enough panels would be placed on the roof to more than cover our electric usage. If our electric bill went over the monthly cost of our panels then the solar panel company would cover the bill. So we signed up! We were asked to sign electrically and given a brief explanation of what we were signing and basically we were signing for what he had verbally explained. The process to get approval for the panels would take several months and we would be contacted again to confirm installation. In Jan 22 I received an email that my loan with Mosaic was approved and also reported on my credit file. At this stage we didn't even have approval for the panels. Initially we were told we would have over 40 panels on our roof, we ended up with 18. The solar system eventually went live 4/20/22. After my first bill I saw that the panels weren't coming close to covering our needs, something the utility inspector had told us. I contacted the company (Freedom Forever) and was told that a lot of what i had been told during my sales presentation was incorrect, but that wasn't there problem as a third party had been used for the sales pitch. After 2 more billing cycles and seeing the panels not coming close to covering my electricity needs I contacted the company again today. I asked to speak with a supervisor ( her name is *******, refused to give me her last name) and explained my situation from the very beginning. Her replies were that I signed a contract and never was there a guarantee that the panels would cover my electricity needs, If that was the case why would anyone sign up for solar! Id like enough panels or return what i have
Business Response
Date: 08/15/2022
************** had mentioned that he was presented what the system would do and what it would save during the sales pitch. And when the customer signed the contract he did not read over what he was actually signing.
When it was explained to the customer when calling in to our customer support with the same complaint, He was informed that we had provided him what was sold and agreed upon in the contract that they signed. We have tried to ask the customer for any physical proof stating what was in the Sales Pitch and nothing was able to be provided.

The number of panels had to be decreased due to the utility requirements and this was also presented to the customer in a change order for them to read and sign. They did sign the change order on 10/15/2021 to confirm the decrees in panels.

Customer Answer
Date: 08/15/2022
I am rejecting this response because:

This is the first Im hearing of any restriction of the number of panels allowed on my roof. We have a **** sg ft home and neighbors with smaller homes have more panels. I was informed that I didnt need the original number of panels quoted as this adjustment would suffice with our household requirements. I have asked several times why that if the number of panels was nearly halved why wasnt the price adjusted. Im still waiting for a reply. There reply also concerns me on how nonchalant they are regarding how their sales pitch is irrelevant to what they actually provide. I had hoped this would be an opportunity for the company to say yes a mistake was made and lets make it right. Instead they just want to say you signed the contract and you cant trust their sales pitch. As why would anyone sign up for this service if it it has generated only another bill, when the pitch was solar will stop us from ever having another electricity bill.
Business Response
Date: 08/29/2022
Hello, we are currently trying to get a hold of the original dealer company who built this project to work together and get ************** the answers to his concerns. A freedom forever specialist will continue to follow up with ************** with updates as they are received.
Customer Answer
Date: 08/30/2022
I am rejecting this response because:

This should have been the response from the very first contact back in April. Its taken negative ****** review, a BBB complaint, several calls and a month of emails to get to this stage. Im still waiting for an answer to a very simple question. I would like to keep this coming open until its resolved, thank you.
Business Response
Date: 09/02/2022
To Whom it may concern: After reviewing the BBB complaint the following was found.

We have confirmed that the price is needing to be adjusted,during the time the change order that was sent for the customer to review and sign. Due to that not being caught at the time we are needing to work with the Dealer and the Finance provider. We have reached out and are currently working with the dealer and the finance provider in order to resolve the issue, and the customer has been informed and will continue to be kept informed as we proceed working with the dealer and finance provider.
Customer Answer
Date: 09/05/2022
I am rejecting this response because:

Until I have an actual resolution I would like to keep this open
Initial Complaint
Date:08/10/2022
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 Forever sales rep (*********** *****) lied/misled me during his sales pitch on the solar panels. He said I was able to store and sell electricity but after the installation I’m only able sell electricity, not store because I don’t have a battery and I cannot get ahold of *********** ***** and he doesn’t return my calls or texts. I signed/docu-signed the paperwork on ************s laptop in March and the whole installation took over 2 months , for it to still not be up and running before the summer as *********** said I would be , in fact I wasn’t up and generating power until July.
Business Response
Date: 08/16/2022
Hello! A reputation management specialist was in contact with this customer and informed him that to have solar storing powers he would have had to purchase a battery, we have reached out to his sales rep who will be contacting to provide him with a quote.
Business Response
Date: 08/19/2022
Please that advised that Freedom Forever was hired by Sunrun and your sales rep to only install your system. Looking at your Sunrun account I do not see that a battery was included (please see attachment of Sunrun contract). If you have any type of written proof of these promises we can help escalate on your behalf but since Freedom Forever was only hired as the installation company we have to abide by the Sunrun contacts we have on file. Thank you.
Customer Answer
Date: 08/22/2022
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:08/10/2022
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.
Attempted to purchase solar panels aug/sept last year, cancelled because there were too many delays, they did install a Vivent security system that I didn’t want in the first place, the installer told me it was part of the package and I had to have it. Other than it being plugged in I have never used it or set it up unless the installer did it. Anyway I cancelled the solar which took numerous calls to accomplish they kept calling back after I went through the whole process over the phone with them, no one ever mentioned that the Vivent package was basically not cancellable and evidently set up that way into blackmailing you to keep the solar sale. So last month they contact me and want me and act like they’re doing me a favor and saying they are willing to work with me on this, then when I don’t buy into their story, actually I think the company is so disorganized that they didn’t cancel the Vivent package until Vivent started billing them, then they send an invoice for $3000.00 saying it’s in the contract. No one ever acknowledged that the Vivent package was part of this it just seems like a solar company is trying to sell security when that was not the reason for going to them in the first place.
Business Response
Date: 08/11/2022
After reviewing the BBB complaint submitted by ***** *****
the following was found. The customer had signed that he agreed to the terms
and conditions for the security system add on. Which is not a long article and
state that there are cancellation fees when the customer cancels the solar
contract. The terms and conditions are all mentioned on http****************************************o/
. The customer does not need to have the security this is a promotion he was
offered by our sales rep which he chose to opt in. At the time, the customer also had the option to opt out.
Customer Answer
Date: 08/15/2022
I am rejecting this response because:
It is simple when you return/cancel a product you expect that everything that was a part of the original purchase is canceled as well. Or that if there was an exception that it would be specifically referenced to which it was not. Since it took several calls to even get them to cancel the original sale they had ample opportunity to point this out. Also since they claim that the security system is free it seems like this is a bait and switch scam. Sell a solar product can't provide the goods in a timely manner then stick the customer with the security system.

Business Response
Date: 08/16/2022
Mr. ***** agreed to and signed the terms and conditions that for the Vivint smart home system that states there is a non-refundable cancellation fee.
Initial Complaint
Date:08/09/2022
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.
On July 18, 2022, I informed Freedom Solar that, amongst other, the design of the solar panels were all facing the wrong direction on the roof. I repeated the request to have them re-designed on several other times, but none of them will respond to me except for ******* ******** friendly but vague and limited response that someone is working on it.

******* was gracious to copy several other people. However, none of her coworkers she copied on would respond. I do not desire anything but for Freedom Forever to timely fulfil my contract.
Business Response
Date: 08/11/2022
A Freedom Forever
Reputation Management Specialist has been in contact with the homeowner and all
outstanding issues have been addressed and have been brought to a satisfactory
resolution for both parties.
Initial Complaint
Date:08/08/2022
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.
Had Freedom Forever install solar panels and electric about 4 months ago.
Never did anything to turn in panels.
Do not answer phone. Nothing working!!!! Get online with agent and they tell mecto call another number. No answer again just the same recording..
Business Response
Date: 08/10/2022
The final solar inspection has been set for 8/17/22 which was the next available date for the City. Once the city inspections we will submit for permission yo operate with the utility company, the utility company will go out install the meter and then provide the approval to turn on the system.
Initial Complaint
Date:08/04/2022
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.
Install 10/21 charged me over 100k for the panels, system has not worked properly since installing it yet they charge me monthly. I got a text June 22, 2022 stating they were ordering a new inverter as mine isn’t working. It’s now August and haven’t heard anything. When I reached out to them multiple times I was told I would be getting reimbursed for the last 3 mos at the least which also hasn’t happened. I am now not only paying an increased power bill, but am still paying the monthly bill for the solar. I have tried multiple times to reach out and no one returns calls. I have plenty of text with them giving excuses and blowing me off. This company was built up to be great and stand by their word which is not true. Now they want payment of 27k for the tax credit. What a scam.
Business Response
Date: 08/15/2022
On October 21,2021
Mrs. ********* got her solar system installed on her home. On June 19,2022
Freedom Forever received alerts the system wasn’t producing properly. After we
reviewed the inverter our service team, contacted Solar Edge and requested a
new inverter. Due to the shipment delay from Solar Edge, Freedom Forever hasn’t
received an ETA on when the inverter will be arriving at our warehouse. The
last update we have received is the label has been created, we haven’t received
a shipping date. Once the inverter is in our warehouse, our service team will
schedule a date to install the new inverter.

On August 11,2022 Freedom Forever reached out to Mrs. ********* regarding her concerns. Freedom Forever advised
Mrs. ********* the solar system is still showing production. But due to the
alerts we received, we have requested a new inverter. Mrs. ********* expressed
her concern of being compensated for the time the system isn’t producing for. Freedom Forever advised Mrs. ********* per her solar contract we are unable to compensate for
the system being. Due to the SPCR (System Performance Claim Report). Which is:
a performance report we collect after the system has completed the 1st year of production. To make sure the system is producing exactly what we
guaranteed our consumer.

When we spoke to Mrs. *********, we suggested we may be able to complete an early
SPCR, but after speaking with upper management. They have suggested we wait for
the 2nd inverter is installed and up and running. If we complete an
early SPCR, Mrs. ********* will be forfeiting the end of the year production
for the report for year 1.

Regarding any payments, Freedom Forever is unable to control the payments or
amounts that are being requested via the financial company. Freedom Forever is
the installers. Any further concerns regarding the loan, Mrs. ********* will
need to contact Mosaic directly at (855)746-5551
Business Response
Date: 08/19/2022
To whom this may concern,

Mrs. ********* has stated her system has not produced as promised since the
system was installed. In Mrs. ********* contact it states: 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 for
use of the system. (ARTICLE 6)
Freedom Forever guarantees production. In the event the Actual Annual kWh
for Production Year 1 is less than eight five percent (85%) of the Guaranteed
Annual kWh. Mrs. ********* will have to complete a claim review at their Year
1. Once Freedom Forever receives the Customer’s Production Claim, Freedom
Forever shall have the right to check Actual Annual kWh for the applicable
Production Year and conduct on-site inspections on the Property for purpose of
reviewing the production of the System and finding out the reasons, if any,
which caused the Production Year Deficit. If Freedom Forever approved a
Production Claim, which means a Production Year Deficit has occur and is not
caused by any Exclusion Event, Freedom Forever will make a Production Year
Deficit Payment. Within thirty (30) days after the approval, we will send the
Customer a payment equal to the difference between the Actual Annual kWh for
that Production Year and Guaranteed Annual kWh for that Production Year (minus
any previous years’ surpluses, as set forth in EXHIBIT A, ARTICLE 2.3)

Freedom Forever has ordered a inverter from Solar Edge, they haven’t provided
Freedom Forever with an estimated time of arrival for the new inverter. Mrs.
********* can contact Solar edge direct at (************ the case # is:
*******. Also, we received the tracking number for the inverter from UPS. The
inverter hasn’t been shipped; the package label has been created. Tracking
number for UPS: 1****************2.
Once Freedom Forever receives the inverter in our warehouse, our service team
will reach out to Mrs. ********* to schedule the installation date.

Per Mrs. ********* request of having the system removed. (ARTICLE 6.1.3)
Freedom Forever proves our customers a (3) day grace period to cancel their
contract. In the event the Customer decides not to proceed with the Work under
the New Agreement, the Customer is solely responsible for paying for any Work
performed under this Agreement, and the removal and repair of the Property to
substantially the same condition as it was prior to the Work being performed.

Freedom Forever has received spare inverters which doesn’t happen very often,
since Mrs. ********* is still pending a new inverter. We are prioritizing Mrs.
********* project. Freedom Forever is replacing the inverter tomorrow August
19,2022, with a spare inverter we received.
Customer Answer
Date: 08/22/2022
I am rejecting this response because:

I have not heard from anyone from the finance dept. I did receive a new inverter which was placed Friday. I’m awaiting a call from finance
Initial Complaint
Date:07/30/2022
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 signed with Freedom Forever LLC /**** for solar panels. They were installed in March 2022, electrical work done but company never filed affidavits with the city to inspect work. Multiple texts, calls to **** and no resolution. We where guaranteed no electric bill with the solar panels now we’re paying a $370 electric bill plus solar panels that aren’t even activated. Called the company direct and no response!!! Complains against this company are plenty and I hate we are one of their victims.
Business Response
Date: 08/04/2022
Mrs. **** is concerned Freedom Forever has filed the
affidavits for the inspection to be completed. When I spoke to Mrs. ****, I
advised her that Freedom Forever has completed the project requirements to move
the project to inspection. We are pending a derate on their electrical panel to
provide the city to schedule inspection. The earliest date Freedom Forever was
able to receive from FPL (Florida power & light) is September 16,2022. I
advised Mrs. ****; FPL may be able to provide her with an earlier date. She
will need to contact them directly. Once the work is completed from FPL,
Freedom Forever can submit the affidavit for the inspection.
Initial Complaint
Date:07/27/2022
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.
This concerns a business based in Colorado. They started the installation, but have not complied with the Regional Building requests for plans, and for a tech to be on site. the company has not been in contact with me since March- until i started a grievance against them. I heard from them once since then, by e-mail, where they claimed the Regional Building/City had changed their policies. I checked with the regional building and the city to see if there had been any changes- both said "no." I sent contact information to them and a copy of the list of inspection materials that were needed to finish the project. I did not hear from them directly again, but they responded to a complaint in another state saying that they were "At this time Freedom has put a pause on moving forward with inspections in the City of Pueblo Co. This is due to the changes in City Requirements. Freedom is currently awaiting a response from the city with detailed instructions on the new requirements. Once we have this information in hand we will be able to make and changes need and move forward with inspections. We do understand this is causing project timelines to be extended which can be frustrating to our customers. This decision was not made lightly, but we felt it was in the best interest of our customers to take this route. Instead of causing what could be even longer delays in plan changes and corrections with the city." The only change that the Regional Building made was to go to electronic submissions rather than paper. The company has all the previous instructions that have not changed! This is going to affect many people in Pueblo! And, again, they did not contact me directly!
Business Response
Date: 07/28/2022
Hello, A reputation management specialist by the name of ******** has been following up with Margaret and providing updates as they are received.
Freedom Forever does understand what the city is requiring
with the plans. As previously stated, Freedom Forever has halted inspections in
the City of Pueblo due to the new requirements of the inspectors and the city.
Freedom has been using the same plan sheet for this City however as of recent
these changes have been required by this City.

We have had to redo many projects spec sheets which takes
time. For these specific requirements we have had to go to another company and
have a new set of engineers create these spec sheets. This company took weeks
to get these back to Freedom due to the detail that is being requested. The
Denver branch is in contact with the inspectors at the City of Pueblo who are
currently reviewing the Spec Sheet we have sent over and we are pending a
response. Once the City lets Freedom know if these changes are acceptable, we
will then be able to change every project in this City to the correct Spec
Sheet and Plan set to pass inspection.

Freedom Forever is working to resolve this as quickly as
possible. We have asked the city multiple times for an update on the plan set
we have sent over. As soon as the city responds on the new plan set. We are
going to have every Pueblo project Plan set redone and final inspections
started up again.

Thank you
Customer Answer
Date: 07/29/2022
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. ******* has been in contact with me the past couple weeks.She had already explained about the delay. The Pueblo Regional Building Department denies that they have changed requirements. From the beginning they have asked for Freedom to provide updated plans since the original plans submitted, and what was installed did not coincide. Part of the complaint also dealt with the lack of communication between Freedom and the clients. So my suggestion to you is to solidify your stools and take care of the clients who are paying you for their (non-existant) services.
Initial Complaint
Date:07/26/2022
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 our solar panels 2years ago and now they are not working because they discontinued the 3g network and are refusing to fix the problem so now I am making a $350 solar panel bill as well as a $400 power bill. This problem needs to be fixed
Business Response
Date: 07/28/2022
Hello, we have tentatively scheduled a service visit for 8/1 to replace this cell kit. Thank you.

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Freedom Forever, LLC is NOT a BBB Accredited Business.