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 LLC - Dallas

  1330 Post N Paddock St STE 100 Grand Prairie, TX 75050

• 

  Freedom Forever Solar

  Lubbock, TX 79407

• 

  Freedom Forever Nevada, LLC

  3649 E Post Rd Las Vegas, NV 89120

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:06/05/2025

  Type:Order 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.

  Nature of Complaint: Misrepresentation, Delayed Installation, and Exploitation of Elderly Consumer The consumer entered into a contract with the solar panel company near the end of 2024, but installation did not occur until February or March 2025. Prior to signing, the salesperson gave verbal assurances later found to be false. The consumer even received utility bills before the system was operational and expressed concern, but messages sent to the sales representative went unanswered.After installation, issues arose such as screws and latches falling off the panels. When the consumer reported this, they were dismissed and made to feel their concerns were invalid. Although the contract includes a cancellation period, it had already expired by the time the panels were installed, leaving no fair option to cancel after problems were discovered.The salesperson also falsely claimed the system would provide 100% energy coverage, which was untrue. The consumer made multiple attempts to have the system removed and the issue addressed, but communications were consistently ignored, appearing to be a tactic to trap the consumer in the contract.The situation worsened when the elderly consumer suffered a severe stroke. When family members reached out on the consumers behalf, they were told the homeowner was being dramatic, despite the serious medical condition. This response was both unprofessional and **************** is clear this company misled and took advantage of an elderly, inexperienced homeowner. The consumer requests a formal review, removal of the panels, and cancellation of the contract. Text message documentation is available to support this complaint.

  Business Response

  Date: 06/06/2025

  
  Dear ****** Family,
  
  Thank you for reaching out and sharing your concerns regarding the alleged misrepresentation by the sales representative. We understand how important this matter is to you and appreciate the opportunity to address it with transparency and care.
  
  Please know that we take these concerns seriously and are committed to supporting you throughout this process. To ensure effective and consistent communication, a dedicated representative has been assigned to your project. As noted, they reached out on June 6th, 2025, to discuss your concerns directly.
  
  As clarified in that conversation, Freedom Forevers role is limited to the installation and servicing of your solar system. All contractual agreements, including the ability to modify or cancel the account, fall under the responsibility of Enfin, the contract holder. Freedom Forever does not have the authority to process cancellations related to your agreement. For that reason, we have provided you with Enfins contact information, as they are the appropriate party to handle such requests.
  
  With respect to your concerns about the sales experience, in order to move forward with an internal review, we kindly request that you provide any documentation or evidence related to the alleged misrepresentation. This will allow us to escalate your case appropriately and ensure it is evaluated by the relevant internal teams.
  
  We sincerely appreciate your patience and understanding. Your point of contact will reach out to you again on June 13th, 2025, to check if all documents were sent to us to report the issue. Please feel free to reach out if you need additional support or clarification. We are here to assist in any way we can within the scope of our responsibilities
  
  Best regards,
  Freedom Forever        

• Initial Complaint

  Date:06/05/2025

  Type:Billing 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.

  Showing a loan in my name for solar panel installation that did not occur. I have asked for cancellation in late March 2025, the are unable to give me a timeline on when this can happen, while I am showing 33K+ as a loan in my name affecting my credit score due to this.Each week I am requesting an update and getting generic answers see below "Thank you for your patience regarding the cancelation of your loan. At this time, there is no specific update available on the status of your loan cancelation. We truly appreciate your understanding and patience throughout this process. Should you require any immediate assistance or have further questions, feel free to contact one of our cancelation specialists line at ************ (PST), Monday-Friday and we will be more than happy to assist you."

  Business Response

  Date: 06/06/2025

  Hello ***** Family,
  
  Thank you for reaching out to Freedom Forever and sharing your concerns with us regarding your cancellation. We understand how important this matter is to you, and we genuinely appreciate the opportunity to support you through this process.
  
  To ensure consistent and effective communication, a dedicated point of contact has been assigned to your project. As of June 6, 2025, they were able to connect with you and confirmed that your concern has been escalated internally to help move your case toward a resolution.
  
  While Mosaic is a separate entity, we recognize the importance of a timely resolution. Your point of contact will continue to monitor Mosaics portal for any updates and has scheduled a follow-up with you for Friday, June 13, 2025, to keep you informed on any progress.
  
  We sincerely appreciate your patience and understanding as we work through this together. Should you have any questions or need further assistance, please dont hesitate to reach out to your point of contact they are here to support you.
  
  Warm regards,
  Freedom Forever
  

• Initial Complaint

  Date:06/03/2025

  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.

  My system was installed a little over a year ago.And I was home and present when it was being installed.I heard a loud Bang on my roof they dropped something. They were transferring over the roof at which time the contractors said, I hope there's no Hidden damage from that The installation looked great and the system did work. Unfortunately, I had a water intrusion issue from a damaged Roof vent cap, it took several months for it to appear in the home.When the drywall in my hallway start falling Because of water damage, I contacted this company and let them know that I had to fix a water leak created by the installation crew to protect my home and family. I had to pay out a pocket.For repair.And yes, I did contact freedom. Forever.They did ******** me out anyway, and now my heating system has mold. And I was advised to replace my system Or have health issues? Because of what was created by the leak, I did get a response. And in their statement, they told me, I didn't have gutters on my home, which I have always had gutters on my home. When a company states, they warrant, he, they're installation and do nothing about it. That's false ************** I could not advise anybody to use or buy from this company in the future. Yes, my system is operating, but now I'm looking at $15000. For a new heating system or face the health concerns that we will have my breathing black mold. To repair my roof and stop the water from entering the home. Only cost me $1200.Many hours of my time were spent, and I do have to repair drywall. The damage also was quote of $1800.I myself have dealt with customer satisfaction and would have 2 stand behind my work.But unfortunately, this company put it in print that they would stand behind quality workmanship. At this time I have sent a invoice of roof repair to freedom forever, and informed them of the need to replace Hvac unit and drywall repairs needed..they have decided to not assist me.

  Business Response

  Date: 06/06/2025

  Hello ****** Family,
  
  Thank you for reaching out to Freedom Forever regarding the damages and repairs related to the roof leak. We understand how important this matter is to you, and we truly appreciate the opportunity to address your concerns.
  
  To ensure your concerns were heard and properly managed, a dedicated point of contact was assigned to your case and was able to speak with you on June 6, 2025. During that conversation, you shared that you had contacted a third-party contractor to complete the repairs prior to notifying Freedom Forever on November 15, 2024.
  
  As explained by your point of contact, because the repairs were already completed by the time we were made aware, we were unable to conduct an investigation to determine whether the leak was related to the solar installation. As a result, we are unable to move forward with reimbursing the repair costs.
  
  We understand this may be disappointing, and we sincerely empathize with your situation. If you have any additional questions or if theres anything else we can assist you with, please dont hesitate to reach out. We remain committed to supporting you within the scope of our responsibilities.
  
  Warm regards,
  Freedom Forever

  Customer Answer

  Date: 06/13/2025

  I did send a response back to freedom forever, and unfortunately, they just don't seem to want to abide by their warranty. This has been the only company on my roof in over 6 years. And as a result, we have had water damage inside our home and um, um, and I did contact them left a phone message. Before I even send an email in regards to issues, I feel I'm not gonna get anywhere with these folks. Since in the past, they asked me to send invoices and I have, unfortunately, they just don't seem to want to help or give me the contractor's name. So that I could address my issue with them. I never had a rough lick before the solar install. They even inspected my home before they installed.
  It's very stressful

  Business Response

  Date: 06/13/2025

  Dear ****** Family,
  
  Thank you for your response. While we understand your concerns and acknowledge that you reached out to Freedom Forever, its important to note that contact was made only after the roof repairs had already been completed.
  
  Our records do not indicate any communication from you during the time the leak was active, which prevented us from conducting an initial investigation to determine whether our installation may have contributed to the issue.
  
  As discussed during your conversation with your point of contact on June 6, 2025, we are currently unable to move forward with a compensation claim without documentation clearly indicating that the damages were caused by the solar installation. Should you obtain such a report, we welcome you to submit it for further review and consideration.
  
  We appreciate your understanding and remain committed to working with you should additional information become available.
  
  Sincerely,
  Freedom Forever

  Customer Answer

  Date: 07/03/2025

  I don't know who to reach out to next initially. I did contact freedom forever through their website. At the end of October and did not get a response or a reply after waiting 2 weeks. I then submit it an email. So I could actually have proof of contact, and I did get a reply on the 15th of November. Which I weighed it almost 10 days and had to repair. It's a leak in my roof because the tarps that I had up there, kept blowing off. It's very frustrating that my timeline, photographs and proof of my attempt at communication with this company, has not resulted in any form of assistance. Or inspection help by this company. Yet in there, advertising, they said they would warranty all work in craftsmanship. I'm thinking it since communication isn't working. I must take them 2 small claims. Because this is not resulting in any customer satisfaction. I thought I would try utilizing the Better Business Bureau and as a result of my initial complaint with you, they actually called me from freedom forever and was very nice on the phone. I thought we were actually moving forward, but of course nothing has happened. There is no customer satisfaction from this company. I'm just looking for some advice. Thank you for reading this... ******. ******.

• Initial Complaint

  Date:06/02/2025

  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.

  technician removed the wiring that was connecting my mini split AC unit on the outside main electrical panel in order to install the breaker box for the tesla battery unit. I have called freedom several times regarding this issue and they have yet to send a technician out to correct the issue. I am a veteran with PTSD the area where the mini split is located is my safe space for when i am feeling suicidal or severely depressed.

  Business Response

  Date: 06/03/2025

  Dear Peoples Family,
  
  Thank you for bringing your concerns to our attention regarding your AC unit. We completely understand how important it is to have a functioning unit to provide comfort to you and your family. We want to assure you that your concerns have been heard and taken seriously.
  
  After speaking with your point of contact on June 3rd, we understand that a technician visited your home and successfully resolved the wiring issue. You confirmed that the system is now functioning properly, which we are very glad to hear.
  
  We are pleased that we were able to resolve this matter for you and your family. Should you have any further questions or concerns, please do not hesitate to reach out to your point of contact. 
  
  We appreciate the opportunity to make things right, and thank you for your patience and understanding throughout this process.
  
  Sincerely,
  Freedom Forever

• Initial Complaint

  Date:05/30/2025

  Type:Order 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.

  This company knocked on my door to sell me solar panels, we started the process and after a few months of dealing with this company I got a bad feeling and decided to cancel the project, which they told me was I could as long as it was before the installation, and it was. Fast Forward a year and they still have not officially cancelled the project in their system and now I am being billed for the project that never happened. I have contacted them multiple times and they keep telling me its in the cancellation pipeline but is not yet cancelled. This is ridiculous, I will not pay for a project that never happened and now it is affecting my credit.

  Business Response

  Date: 06/04/2025

  Dear Van Zutphen-Kann Family,
  
  Thank you for reaching out to us at Freedom Forever and for bringing your concerns to our attention. We genuinely understand how frustrating and disappointing this experience has been, and we want to sincerely apologize for the inconvenience it has caused.
  
  Please know that we are actively working to resolve your cancellation request. A dedicated point of contact has been assigned to your case and was able to speak with you on June 3rd. During that conversation, they informed you that your concerns are being escalated to ensure you are on a clear path toward resolution.
  
  Additionally, a follow-up has been scheduled for June 6th, at which time your representative will share any updates or available information.
  
  If you have any questions or need assistance before the scheduled follow-up, please dont hesitate to reach out to your point of contact. We are committed to supporting you every step of the way.
  
  Thank you again for your patience and understanding during this time.
  
  Warm regards,
  Freedom Forever

• Initial Complaint

  Date:05/29/2025

  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 reached out to Project Solar or freedom forever about having solar installed on my home, we went through the contract process approved for the loan all to find out the project could not be completed due to my roof. So we agreed it would be best to cancel at this point, on March on March 5th. All the while in the contract it states I would not be charged until project was complete. Time goes on I still recieve emails stating that the project is on hold, I figured it was a technical glitch until today 5/29/2025 I recieve an email from ****** stating I owe a payment on the loan that was put on me from Freedom forever. I immidiately called to see what this is about they explain the charge is from them and I have to get a cancelation letter from Freedom forever to have the loan cancled. I called Freedom Forever and they stated they are putting the cancelation request in now, so I have been charged for work that was never done, and been issued a loan without permission and in violation of the contract I have signed.

  Business Response

  Date: 06/02/2025

  .Dear ***** Family,
  
  Thank you for bringing your concerns to our attention. We understand the frustration surrounding your cancellation request, and we want to assure you that Freedom Forever is committed to supporting you through this process.
  
  A dedicated point of contact has been assigned to your case and spoke with you today, May 30, 2025, to provide reassurance and confirm that we are actively working to resolve the matter.
  
  Prior to your conversation, your representative proactively escalated the issue internally and submitted an expedited cancellation request to your lender, ******, to help accelerate processing. We are doing everything possible to move this forward quickly and are hopeful for a resolution soon.
  
  Your point of contact has committed to providing weekly status updates, beginning with the first on June 4, 2025. Freedom Forever remains dedicated to resolving your concerns promptly and avoiding further complications whenever possible.
  
  Thank you again for your patience and understanding.
  
  Best regards,
  Freedom Forever

• Initial Complaint

  Date:05/29/2025

  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.

  A sales ***resentative from Freedom Forever discussed with my mother about installing solar panels at our residence. My mother expressed initial interest and was guided through a loan application with ****** to finance the panels. However, shortly after the application was submitted, my mother canceled the agreement with Freedom Forever and told the sales ***resentative she did not wish to proceed. This cancellation happened before any equipment was installed, delivered, or any services were rendered. We assumed the matter was closed. We received no installation, no solar panels, and no communications indicating that a loan was active or funding had occurred. We did not receive any billing statements, payment schedules, or confirmation that an account was open. To our shock, in May 2025, a loan payment was suddenly withdrawn from my mothers bank account over one year later, and with no prior notice. Upon checking her credit ***ort, we discovered a ****** loan had been ***orting for over a year, which we had no knowledge of. This was extremely distressing. We immediately called Freedom Forever and Mosaic. Both companies acknowledged that something was wrong and claimed they are now in the process of canceling the loan and resolving the issue. However, this does not excuse the fact that they failed to process the cancellation properly when it was first requested. This has caused unauthorized charges, damage to my mothers credit, and emotional distress. To clarify: No solar panels were ever installed. The project was canceled directly with the Freedom Forever sales *** over a year ago, We were never notified that a loan account was opened or that payments would be due, We only found out when money was withdrawn from my mothers account in May 2025. This appears to be a case of negligence, mis***resentation, and unauthorized financing. My mother should not be held responsible for a loan tied to services she never received and a contract she clearly canceled.

  Business Response

  Date: 05/29/2025

  Dear **** Family,
  
  Thank you for bringing your concerns to our attention regarding your cancellation request. We understand the significance of this matter and appreciate the opportunity to address your concerns, and we want to assure you that we are here to help.
  
  To ensure clear, consistent communication, a dedicated representative has been assigned to your project. They attempted to reach you earlier today, May 29th, 2025; however, the call was unexpectedly disconnected. This representative will serve as your primary point of contact and will provide regular updates as we move through the remaining steps of the cancellation process.
  
  At this stage, we are actively coordinating with ****** to finalize the cancellation. Please be assured that Freedom Forever has completed all necessary internal actions to finalize the cancellation. 
  
  A follow-up call with your assigned representative is scheduled for Thursday, June 5th, 2025, to keep you informed of any new developments and to answer any questions you may have.
  
  Should you require any assistance in the meantime, please dont hesitate to contact us. We value your feedback and remain fully committed to resolving this matter with transparency, urgency, and professionalism.
  
  Best regards,
  Freedom Forever

  Customer Answer

  Date: 05/30/2025

  Dear Freedom Forever,
  
  I appreciate your response, but I must firmly clarify that it does not address the core issue at hand.
  
  In March 2024, we initially explored the idea of installing solar panels and applied for financing through ******, which was approved. However, after doing further researchincluding reviewing numerous BBB complaints and reading about others negative experienceswe made the decision not to move forward with your company. My mother directly communicated our decision to cancel, and a Freedom Forever representative even visited our home, where we again made it clear that we did not want to proceed. No work was ever started, no panels were ever installed, and everything was still in the early planning stages.
  
  At that point, we reasonably believed the agreement was voided and the loan canceled.
  
  However, on May 28, 2025, we were shocked to discover that a payment of $129 was withdrawn from my mothers account for an $18,600 loan that should never have existedespecially considering no services were ever rendered.
  
  After speaking directly with a supervisor at ******, we were informed that the only communication Mosaic received from Freedom Forever was a request to extend the first payment due date to December, citing installation delays. This is not only inaccurate but extremely misleading. There was never an installation or any steps taken beyond the initial loan applicationand more importantly, the project had been clearly canceled over a year ago.
  
  If, as your message claims, Freedom Forever has completed all internal actions to cancel this project and loan, why is ****** unaware of any such cancellation? Why is their system showing only a due date extension and no record of a formal cancellation?
  
  I am asking for full transparency and immediate action. Please provide:

  1. A clear explanation of what steps Freedom Forever has actually taken to cancel this loan;

  2. Confirmation that a formal cancellation notice has now been sent to Mosaic;
  

  
  

  Business Response

  Date: 06/05/2025

  Dear **** Family,
  
  Thank you for your response. We understand how important transparency and timely communication are, and we appreciate the opportunity to provide an update regarding your cancellation request. We sincerely apologize for any frustration or inconvenience this experience may have caused.
  
  We have taken the necessary steps to notify our Funding team of your request. In response, a formal cancellation notice was submitted to ****** on your behalf.
  
  We can confirm that the most recent notice was sent to ****** on June 3rd, 2025. Please note that the next steps are subject to Mosaics internal processing timelines, and we do not have control over when the cancellation will be reflected in their system or how long their review may take.
  
  Additionally, a follow-up has been scheduled for June 12th, 2025, at which time your representative will provide any available updates or new information.
  
  Should you have any questions or need assistance before the scheduled follow-up, please do not hesitate to reach out to your point of contact. We remain committed to supporting you every step of the way.
  
  Thank you again for your continued patience and understanding.
  
  Warm regards,
  Freedom Forever  

• Initial Complaint

  Date:05/27/2025

  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 requested to have freedom forever solar to give me a quote to have solar power installed at my house. We went through the steps, but i did not allow them to measure or order any materials for the job. I had them cancel the order. Instead of cancelling the order FREEDOM FOREVER SOLAR proceeded to collect money for the job that was cancelled, and had a loan put in my name. I did not authorize this to be done as the order was cancelled by me. I have the emails to prove it. I want this solar power order completely cancelled, and them to give the money back to ********************** and close my account completely.

  Business Response

  Date: 05/29/2025

  Hello ******* Family,
  
  Thank you for bringing your concerns to our attention at Freedom Forever. We understand your frustration regarding your project cancellation and we want to assure you that we are here to help.
  
  We have assigned a dedicated point of contact to address your concerns. They reached out to you on May 28th to reassure you that we are diligently working to resolve this loan cancellation issue. They will contact you again on June 4th to provide an update regarding your cancelation request.
  
  If you need any assistance before the scheduled follow-up, please do not hesitate to reach out. We are here to support you every step of the way.
  
  Thank you for your patience and understanding during this time.

  Best Regards,
  Freedom Forever

• Initial Complaint

  Date:05/26/2025

  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.

  The incomplete installation occurred on Jan 29, 2025 Site Surveys were undertaken on Oct. 9, Dec 9, and Dec 29 2024 In all communications with Freedom Forever, I explicitly referenced the need for a 220V outdoor plug for my jacuzzi. The ability to combine the financing of this work along with the solar panel installation was a determining factor in my purchase of solar panels.The installation of the solar panels was completed in one day but the 220V outlet, the subpanel and the ** charger were not installed.I have attempted to contact the Project manager at least 30 times since the installation with 13 calls in April alone. I created a ticket with Freedom Forever "I'm not getting the help I need on my solar project" The issue, I am told, is sitting with the Branch Manager.On April 22 Freedom Forever issued check number 8297 for the sum of $2,000, without my agreement, in order to try to close the issue. That left me well short of the $7,700 to $12,000 quotes that I received to complete the work.

  Business Response

  Date: 06/02/2025

  Hello ******** Family,
  
  Thank you for taking the time to share your experience with us. We sincerely apologize that your solar installation process has not met expectations. We understand that certain commitments made have not yet been fulfilled, and we recognize your desire for a timely and resolution.
  
  As of May 28th, 2025, we connected you with a dedicated point of contact to support you through this process. During that conversation, follow-up assistance was offered in an effort to bridge the gaps you identified; however, we show that offer was declined. While we respect your decision, we want to reaffirm our commitment to resolving your concerns and moving your project forward.
  
  If you choose to continue working with us, please know that we remain fully committed to completing your installation as contracted and are actively reviewing your requests regarding the additional items you referenced.
  
  Thank you again for your feedback. We value the opportunity to improve and assist you further.
  
  Sincerely,
  Freedom Forever

• Initial Complaint

  Date:05/26/2025

  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.

  They came to do a quote on my roof. They incorrectly stated the amount of layers of shingle on my roof. You can only install Solar safely on 1 layer of shingles and they stated that there was 1 layer of shingles. Problem is that there really is 2 layer of shingles which would have required a replacement of the roof as well. This mislead me into starting a project with them.Given this, I cancelled the project, the project has been ultimately cancelled, but they will not process the refund with a third party lender (Mosaic) whom I will also be filing a complaint against.

  Business Response

  Date: 05/30/2025

  Dear ***** Family,
  
  Thank you for bringing your concerns to our attention. We understand the frustration surrounding your cancellation request, and we want to assure you that Freedom Forever is committed to supporting you through this process.
  
  A dedicated point of contact has been assigned to your case and spoke with you on May 28th, 2025, to provide reassurance and confirm that we are actively working to resolve the issue.
  
  Before that conversation, your representative proactively escalated the matter internally and provided you with a new ticket number, referencing the original cancellation request submitted in August 2024. An expedited cancellation request was also submitted to your lender, Mosaic, in an effort to accelerate processing. We are doing everything possible to help move this along more quickly and are hopeful for resolution within the coming weeks.
  
  Your point of contact has committed to weekly status updates and has already followed up with a detailed summary of your recent call. Freedom Forever remains dedicated to resolving your concerns promptly and avoiding further escalation whenever possible.
  
  You can expect another follow-up on June 4th, 2025, with the latest information regarding your cancellation request. In the meantime, if you have any questions or need assistance, please dont hesitate to reach out. Were here to help.
  
  Thank you again for your patience and understanding.
  
  Best regards,
  Freedom Forever