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

  990 Riverside Pkwy West Sacramento, CA 95605

• 

  Freedom Forever, LLC

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

• 

  Freedom Forever Massachusetts, LLC

  135 Robert Treat Paine Dr Taunton, MA 02780

• 

  Freedom Forever Florida, LLC.

  2010 51st Ave E Unit 111 Palmetto, FL 34221

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:05/02/2025

  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.

  I setup solar with freedom forever and it has been faulty since the install. It was installed Jan of 2025, and it is now May 2025. Since install only 1 of the 2 Tesla powerwall batteries has worked. The other wont even power on. Ive worked through contacting them as well as the sales **** and was fortunate enough to have them come out to look at it 1 time. They determined they were unable to fix it as the installers they used had put different wire harnesses than the standard from Tesla. This led to ***** being unable to help and them leaving stating they would get back to me and never doing so. Despite multiple tickets, I keep getting the run around and no support. Now the other battery stopped powering on and I continue to not get any help or support despite the fact that I am charged monthly for a product that does not work.

  Business Response

  Date: 05/05/2025

  Hello ******* Family,
  
  Thank you for taking the time to reach out to us at Freedom Forever regarding your solar batteries. We completely understand how important it is to have your solar batteries functioning properly especially when you rely on them for consistent and reliable energy. We know how frustrating it can be when things arent operating as expected, and were committed to ensuring this is resolved for you as quickly as possible.
  
  To make sure your concerns are fully addressed, weve assigned you a dedicated point of contact, whom you spoke with on May 2nd. During that conversation, they informed you of the upcoming service appointment scheduled for May 9th. They also explained that any future production concerns should be communicated directly with *****, your contract holder, who will coordinate with us for any necessary maintenance.
  
  Your point of contact has also scheduled a follow-up for May 9th to provide you with an update on the status of your batteries.
  
  In the meantime, if you have any questions or need further assistance, please dont hesitate to reach out to your point of contact.
  
  Best regards,
  Freedom Forever

• Initial Complaint

  Date:04/22/2025

  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.

  Hello, I got solar through freedom forever. Since they took my payment they have done everything but be helpful. I have countless hours on the phone with them and zero resolution. It took them months to put my system online and only from me calling, they cancelled my warranty saying I turned a tech away although that is false. They continue to ignore my calls and act as though I owe them something. I think they need some help getting things in order. As a consumer I would hate to see anyone else go through this, people need to be protected from this company.

  Business Response

  Date: 04/25/2025

  Dear ********* Family,
  
  Thank you for reaching out to Freedom Forever regarding the delays and miscommunication you've experienced. We understand how important it is for you to have accurate and timely information, and we want to assure you that our team is fully committed to supporting you every step of the way.
  
  To ensure your concerns are thoroughly addressed, we have assigned a dedicated point of contact, who spoke with you on April 25th, 2025. During that conversation, we confirmed that your warranty has been reinstated and that your system is currently active and producing energy.
  
  In regard to the Removal and Reinstall payment that was mentioned, your point of contact is actively working with our internal teams to explore possible solutions and ensure your concerns are properly addressed.
  
  We are committed to maintaining open communication and providing regular updates. As part of this commitment, a follow-up has been scheduled for May 2nd, 2025, during which we will share any new information and discuss the next steps in your project.
  
  We truly value your business and the opportunity to continue assisting you. If you have any further questions or need additional clarification, please dont hesitate to reach out.
  
  Thank you again for your patience and understanding.
  
  Best regards,
  Freedom Forever

  Customer Answer

  Date: 04/29/2025

  I dont accept this response due to that not being the only issue I have with them.

  Business Response

  Date: 05/05/2025

  Dear ********* Family,
  
  We sincerely regret the frustration and inconvenience youve experienced throughout the course of your solar project. Thank you for taking the time to share your concernsplease know that your feedback is taken very seriously.
  
  Your dedicated point of contact reached out to you on April 30th, May 1st, and May 2nd, 2025, to address your concerns directly. They have confirmed that appropriate steps have been taken to improve coordination across our teams and help prevent miscommunication moving forward.
  
  Additionally, we have reviewed your system and verified that, since it was reinstalled, it has been active and operating without errors since January 21st, 2025. As a gesture of goodwill and in recognition of the inconvenience caused, we have applied a discount toward your removal and reinstall payment.
  
  We truly value your business and appreciate the opportunity to continue supporting you. If you have any further questions or need additional clarification, please dont hesitate to reach out.
  
  Thank you again for your continued patience and understanding.
  
  Best regards,
  Freedom Forever  

  Customer Answer

  Date: 05/14/2025

  I still do not accept this answer I am happy with the applied discount to the reinstall. Unfortunately this still does not address all of the integrity issues and the fact that it took me filling this complaint for you as a company to do anything. You have only scratched the surface of my issue with Freedom Forever.

• Initial Complaint

  Date:04/17/2025

  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.

  My name is ****** ******** and I live at ********************************************************************. I noticed in our solar panel contract that the first year guarantee was ***** KWh which equal around 14 mwh. On the solar edge app, it shows we were nowhere near that production. It shows roughly 9 mwh only. I have gone back and forth with this company and they have admitted the panels arent performing to the terms of the contract. The panels have never performed correctly. I have gone back and forth with this company since June of 2024. They keep promising to investigate the matter and urge me to have patience. And literally, they have done nothing. I have all of the emails to show this. I am paying high light bills all the while paying $205 a month towards the payment of the panels. It is beyond frustrating. I need help desperately.

  Business Response

  Date: 04/24/2025

  Dear ******** Family,
  
  Thank you for contacting Freedom Forever regarding your solar systems performance. We understand how concerning high utility bills can be and truly appreciate your patience as we work to ensure your system is functioning as expected.
  
  To support you through this process, weve assigned a dedicated point of contact who attempted to reach you on April 18th and 22nd. While they were only able to leave voicemails, they have thoroughly reviewed your systems production data to assess its alignment with the expectations outlined in your contract.
  
  We recognize the frustration caused by delays in resolving your concerns and want to assure you that we are actively collaborating with the appropriate teams to bring this matter to a resolution.
  
  A follow-up call has been scheduled for Friday, April 25th, during which your point of contact will also review the current status of your second performance claim and discuss any necessary next steps to ensure your system is on track.
  
  In the meantime, if you have any questions or require immediate support, please dont hesitate to reach out to your point of contact directly.
  
  Best regards,
  Freedom Forever

• Initial Complaint

  Date:04/16/2025

  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.

  I am writing to formally lodge a complaint against Freedom Forever regarding their unacceptable service and lack of communication related to my solar project at ****************************************** experience with Freedom Forever has been incredibly frustrating and disappointing. I entered into an agreement for solar installation over two years ago, but my project has experienced ongoing delays without any clear communication from the company. Despite numerous attempts to reach out for updates, I have not received any responses, causing significant concerns about the status of the project.On March 25, I spoke with a representative who assured me that I would receive updates by April 1. However, it is now April 15, and I have yet to hear back from anyone at Freedom Forever. I have sent multiple emails to their CEO, ***** ****** with no responses back. This lack of follow-through and professionalism has left me feeling ignored and dissatisfied.I am hopeful that this complaint will prompt Freedom Forever to address my concerns and improve their communication and service for future customers. I appreciate your attention to this matter.Thank you.Sincerely, ***** ******

  Business Response

  Date: 04/18/2025

  Dear ****** Family,
  
  Thank you for bringing your concerns to our attention. We genuinely understand how frustrating delays and lack of communication can be, especially when it involves something as important as your solar project. Please know that your experience matters to us, and we are fully committed to moving your project forward as efficiently as possible.
  
  A dedicated point of contact has been assigned to personally oversee your concerns. As discussed during your conversation on April 18th, 2025, they assured you that we are actively working to progress your project. At this stage, we are currently awaiting estimates from a few subcontractors for a required trenching job, which is the next key step before moving into the Install Review phase.
  
  Your point of contact will follow up with you as soon as new updates are available and has already provided you with their direct contact information for any questions in the meantime. Their goal is to keep you well-informed and supported every step of the way.
  
  If you need any further assistance before the next scheduled update, please dont hesitate to reach out. We are here for you and sincerely appreciate your patience and understanding.
  
  Warm regards,
  Freedom Forever

  Customer Answer

  Date: 04/22/2025

  I would like to express my dissatisfaction with the response I received from Freedom Forever regarding my solar project challenges. I do not accept their explanation, as there is no evidence to support their commitment to deliver on their promises.
  
  For several months, I have been subjected to the same frustrating runaround. For instance, during a phone call on Friday, April 18, I was informed that they were waiting for an estimate and would provide an update by the end of the day. As of today, Tuesday, April 22, I have yet to receive any communication from them.
  

  This lack of follow-through is unacceptable, and I urge the BBB to take my concerns into consideration.
  
  Thank you for your attention to this matter.
  
  

  
  

  Business Response

  Date: 04/25/2025

  Dear *****,
  
  Thank you for your response. We truly regret the frustration and inconvenience you've experienced during your solar project, and we appreciate you taking the time to share your concerns. Please know that your feedback is being taken seriously, and your voice matters to us.
  
  We understand your disappointment with the current progress and communication delays, and we recognize how frustrating it must be to feel that your expectations havent been met after placing your trust in our team.
  
  During your call on April 18, you were informed that our ***************** team was awaiting trenching estimates from a couple of subcontractors. At the time, it was anticipated that one of those estimates might be received by the end of the day. You were also advised that, in the event this information wasn't available by then, you point of contact would reach you on April 24th which you agreed to.
  
  As promised, your point of contact attempted to reach you on April 24, leaving both a voicemail and an email. At that time, they confirmed that the trenching estimate had been received and uploaded by our Branch team. Once this estimate is approved, our ****************** Coordinator will issue the Notice to Proceed to the subcontractor, allowing the trenching work to be scheduled.
  
  Your point of contact remains committed to keeping you updated and supported throughout the remainder of your project. Regular updates will continue as new information becomes available.
  
  If you have any questions or need further assistance in the meantime, please dont hesitate to reach out. We genuinely appreciate your patience, and were committed to moving your project forward as smoothly as possible.
  
  Warm regards,
  Freedom Forever

• Initial Complaint

  Date:04/14/2025

  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.

  There is no communication with me. I am on my 3rd Project Manager. My current issue the Roofer that they are using does not know how to work on **** spanish tile roofs. I had a new roof done 2 years ago. The current roofer thinks that "Bird Stops" don't need a piece of tile on it, thinks he doesn't need to fill in where there once was mud, There is small loose pieces of tile that he thinks is ok. I have pictures that show what a joke this roofer is. I want someone from Freedom Forever to come out and look at the mess my roof is. I don't trust the roofer to fix what they have done and told Freedom that I do not want him back on property. I have had to fill in Freedom Forever on everything that has gone on, on this project. For example, Freedom Forever scheduled SDG&E to come out to put a collar on my meter when the Power Wall had not even been installed nor did they have any. I have called trying to talk with a supervisor but told none were available until I called and said I was going to file a complaint with the BBB. Now that that has "worn" off, it is back to no response to my text messages. I talked with my current **** on Friday and told him my position and it has been crickets since. I am a 70 year old woman and I shouldn't be having to climb a ladder to look at the crappy job and run the job for Freedom Forever. I have no idea what it looks like in the places I can't see. If they were dealing with a man I am sure it would be a whole different situation.

  Business Response

  Date: 04/17/2025

  Dear **** Family,
  
  Thank you for bringing your concerns to our attention. We understand the frustration surrounding the roofing issues and project delays, and we want to assure you that our team is committed to supporting you every step of the way.
  
  To ensure your concerns are addressed thoroughly, weve assigned a dedicated point of contact who spoke with you on April 17, 2025. During this conversation, we confirmed that we are actively working with both our Branch and Roofing teams to ensure the subcontractor resolves your roofing concerns to your satisfaction.
  
  We are committed to maintaining open lines of communication and ensuring steady progress on your project. As part of this effort, a follow-up has been scheduled for April 24th, 2025, during which we will provide any available updates related to your request and the next steps in your project.
  
  We truly value your business and the opportunity to continue assisting you. If theres anything else youd like to discuss or have clarified, please dont hesitate to reach out.
  
  Thank you again for your continued patience and understanding.
  
  Best regards,
  Freedom Forever

  Customer Answer

  Date: 04/25/2025

  Thank you for your help.  I received an email from the roofer saying he was going to come to finish my roof on the 24th and 25th.  Stating nothing about a meeting.  Obviously he has not been informed about the meeting.  When I talked with Freedom on the 17th he said they would assign a new roofer - yet when I talked with Freedom yesterday they said it was to expensive and a meeting was set for the 25th between 7 and 12.  I asked the to narrow the window so I wasnt wasting my time waiting around for them.  Again there is absolutely no communication.  Before they schedule something they should contact me to see if I am available.  I have told them the roofer will not be allowed on my property until we have a meeting.  This complaint should not be closed until this meeting takes place.  I have also requested Freedom brings the pictures of my roof before the roof was started.

  Business Response

  Date: 04/29/2025

  Dear **** Family,
  
  Thank you for your response. We sincerely regret the frustration and inconvenience youve encountered during your solar project, and we appreciate you taking the time to share your concerns. Please be assured that your feedback is taken seriously.
  
  Your point of contact reached out to you on April 24th to confirm that the subcontractor would complete the roofing work on April 25th. We understand the concerns youve raised, and while those specific items have now been addressed, we remain committed to supporting you through the remainder of your project. Our goal is to ensure clear and consistent communication every step of the way.
  
  Your inspection has been scheduled for Friday, May 2nd, 2025, and your point of contact has arranged a follow-up discussion with you on Tuesday, May 6th, 2025 to provide further updates and continue advancing your project. Should any new information become available before then, we will contact you promptly.
  
  If you have any questions or require further assistance in the meantime, please dont hesitate to reach out. We genuinely appreciate your continued patience and remain dedicated to completing your project as smoothly as possible.
  
  Warm regards,
  Freedom Forever    

• Initial Complaint

  Date:04/12/2025

  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 have a leak under one of the solar panels they installed. I called them and they did a patch on March 8th. Problem resolution was supposed to reach out to me and they never did. The patch did not work and it continued to leak when it rained. I have called/chatted every week (twice a week) without an call back or a person to talk to directly. each time I wait on hold going through customer service. I think I need a new roof and not just a patch. I need to talk with them, as I need to plan and coordinate on how to handle the issue. I need a real person that I can call.

  Business Response

  Date: 04/18/2025

  Dear ********* Family,
  
  Thank you for bringing your concerns to our attention. We understand how important your home is to you, and we truly regret the inconvenience caused by the roof leak you experienced.
  
  To ensure you receive the dedicated support you deserve, we have assigned a specific point of contact to your case. We understand that you recently spoke with them on April 10, 2025, during which they assured you that a thorough investigation into your concerns is underway.
  
  Your next scheduled follow-up is set for April 21, 2025, and we look forward to providing you with an update at that time.
  
  In the meantime, if you have any questions or need assistance prior to your scheduled follow-up, please dont hesitate to reach out. Were here for you every step of the way.
  
  Warm regards,
  Freedom Forever

• Initial Complaint

  Date:04/12/2025

  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.

  On July 8 2024 I entered into an agreement for solar panels on my home. I was given 3 days to cancel. After careful consideration I had decided it was not within my budget and contact the salesman to cancel on July 11 2024. At that point no inspections or permits were even pulled for this install. 4 months later I had noticed that the finance company involved ****** solar had been on my credit reporting a ******** loan. I spoke with ****** finance who informed me that no cancelation was given to them and that Freedom Forever was claiming the account as active.I contacted Freedom Forever and was told that notice had been given on 3 separate dates. April 9 2025 Freedom Forever claims that my cancelation of said install has been in que for Mosiac Finance. The que is processed but only every 30 days by mosiac and that apparently i have not made that que as of yet. They would be more than happy to call me every 30 days to inform me of my status.I have hired an attorney. The attorney has also received the same response from ****** ********** this point I feel that it is Freedom Forever that I will have to take to litigation to resolve this issue. At which I will direct my attorney to do so if this matter is not resolved before May 9 ******* has been almost a yr of nightmares. I do not understand how it can take minutes to approve me for solar panels yet wrap me up in a nightmare for months to come.I can not and will not accept the line of .." You are in que" to have notice sent to **************.

  Business Response

  Date: 04/17/2025

  Hello ***** family,
  
  Thank you for taking the time to share your experience with us. We truly understand how frustrating this situation has been for you. We want you to know that your concerns have been heard, and weve assigned you a point of contact, whom you have already spoken with. This individual will now be personally monitoring your case to ensure that the cancellation is properly processed and that all necessary updates are communicated.
  
  Please know that we are actively coordinating with the relevant parties to ensure this matter is resolved in a timely manner. Additionally, a follow-up has been scheduled for Friday, April 25th, to keep you updated on the progress.
  
  In the meantime, please dont hesitate to reach out to your point of contact if you have any questions or concerns.
  
  Best regards,
  Freedom Forever

  Customer Answer

  Date: 05/14/2025

  
  I have spoken to ******* on 04/17/2025. ******* said that my cancellation had been prioritized and that it is in the portal for Mosiac Financing to receive. He had also said that this should be done before the end of a week and will call me when ************** accepted it. On 05/02/2025 I had called back. I had asked what the status was. He responded that ************** has not accepted as of yet. Here we are yet again with no change. 
  This is what Freedom Forever has told me since November 2024. ************** claims that they were told that it was still active by Freedom Forever.
  This has been a nightmare since day one. I had originally canceled this within the 3 day grace ****** stated in the contract. It had never gone any further than the salesman who came to my door. There was no inspection done to even evaluate my roof, location nor the amount of panels needed. I do not understand how they even came up with the amount of $31,577.00.
  

  
  

  Business Response

  Date: 05/20/2025

  Hello ***** Family,
  

  Thank you for your response. We want to assure you that weve taken all necessary steps to provide Mosaic with the required documentation to help resolve this matter as efficiently as possible.
  

  We understand how crucial this is for you, and we sincerely appreciate your patience and understanding during this process. Please be assured that your point of contact has already requested to escalate this matter again with Mosaic and will be following up with you on Friday, May 23rd.
  

  We are fully committed to supporting you and ensuring this issue is resolved promptly. Rest assured, we will continue to advocate on your behalf until everything is finalized to your satisfaction.
  

  Thank you again for your patience.
  

  Warm regards,
  Freedom Forever

  Customer Answer

  Date: 05/22/2025

  This is the same process that has been going on since November 2024. I have spoken to mr. ******* on 04/22/2025. His response was only that they have expedited the closure and that ************** has not yet accepted it. The unfortunate side of this, Mosiac finance refuses to close out the account without being notified by Freedom Forever that the account is closed.

• Initial Complaint

  Date:04/10/2025

  Type:Order 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.

  On the 10th day of July, 2024 my Father signed a solar agreement with Freedom Forever to install solar panels on our home. On the 29th day of July, 2024 a solar agreement was signed with ***** to install solar panels on our home, and **** Dominquez ******** *** from ***** was in our home. **** helped us make the call to Freedom Forever to cancel the contract with them on that 29th day of July, 2024. On the 9th of September, 2024 and 10th day of September, 2024 Powur came to the house and installed 21 solar panels and a solar edge box on the side of our house. On the 23rd day of October, 2024 Freedom Forever showed up to our home with 17 Solar panels to install.(No solar panels were ever removed from the vans) Instead they removed and took picture of the solar Panels already on the home installed by Powur, and installed a ***. Which we later discovered from Powur's electrician was done as an illegal line tap, with electrical tape on the electrical wires tying the electrical lines into the ground. Then on the 13th day of November, 2024 a person from Freedom forever showed up and didn't say the company they were with just "with your solar" is what he said and had my Father unknowingly sign a change order form for Freedom Forever updating their contract that should have been canceled on the 29th day of July, 2024. To include the 21 panels not ************************** the contract with them, and to change the solar panel manufacturer to the manufacturer ***** installed on the 9th and 10th day of September, 2024. In all of this Powur admitted to not installing the *** and say their contract is valid. Aside from getting them to agree to remove the price of the *** on their side off their contract Powur has refused to come out and meet Freedom, to call Freedom on our behalf or do anything to aid in helping resolve this issue. They just keep saying your dad signed a contract and you have to pay it.

  Business Response

  Date: 04/18/2025

  Dear ****** ****** Family,
  
  Thank you for reaching out and sharing your concerns with us. We understand how important it is to have clarity regarding your systems contract, and we appreciate the opportunity to assist you.
  
  To ensure you receive the support you need, we have assigned you a dedicated point of contact. We are pleased to note that you spoke with them on March 21, 2025, where you had the opportunity to discuss your concerns in detail. Your point of contact assured you that they would thoroughly investigate your claims. They also asked for supporting documentation from you to assess how to move forward. Please provide this documentation at your earliest convenience. Your next scheduled follow-up is on April 23, 2025. 
  
  If you need any assistance before your scheduled follow-up, please dont hesitate to reach out. We are here to support you every step of the way.
  
  Best regards,
  Freedom Forever

  Customer Answer

  Date: 04/18/2025

  
  Better Business Bureau:
  
  I have already sent the documents 3 times. We talked with there business resolution team for months. Freedom forever llc have refused for months to give us any helpful update about the resolution. 
  I wish I could provide the pictures but the smallest file is 15mb. Any other way to send files. 
  
  ******** ****** ******
  
   
  

• Initial Complaint

  Date:04/09/2025

  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 service and loan for equipment was cancelled before installation or site survey to install 12/30/24. January 2, 2025 freedom confirmed receiving cancellation notice via email received another on the 1/3, 1/6, 1/21. I called Cancellation in March when debt was visible on my credit report and 3/20/25 cancellation department sent email confirming an escalation had been initiated. Since then a Supervisor has also escalated with no results until now. This issue has caused complications during a refinance of my home which closed in March. I need this matter resolved and all removed from my credit report. We requested letter from Freedom to me which would show account has been cancelled or proper steps were taken and have not received notification as of yet. There seems to be a lack of communication with the lender of the money for the equipment Mosaic. I just want a conclusion since it has now been over 90 days to cancel.

  Business Response

  Date: 04/15/2025

  Dear ****** Family,
  
  Thank you for reaching out to Freedom Forever regarding your cancellation request. We appreciate you taking the time to contact us. To ensure your concerns are properly addressed, weve assigned you a point of contact, whom you were able to speak with on April 10th. They informed you that we are actively working to resolve your cancellation in a timely manner and will continue to provide updates throughout the process.
  
  As requested, your point of contact has provided a confirmation email outlining the necessary steps that have been taken. Additionally, a follow-up has been scheduled for April 17th to share any available updates at that time.
  
  Should you have any questions or need further assistance, please dont hesitate to reach out to your point of contact directly. We appreciate your patience and understanding as we work toward a resolution.
  
  Best regards,
  Freedom Forever

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding Freedom Forever following the purchase and installation of a solar panel ********* July of last yearone year after installationmy system stopped producing power entirely. I contacted Freedom Forever multiple times, leaving messages and requesting assistance. It took two weeks of follow-up before they acknowledged the issue and sent a technician.Since then, the system has never returned to full functionality. Production is now less than half of what it was originally and far below what was promised. Whether the issue is with the hardware or monitoring, *** reported it repeatedlyfor over nine months. Each time, *** had to initiate contact. The company has shown no urgency or willingness to proactively fix the problem.Most recently, I was told a "production analysis" required 30 days of monitoring. Before that, I was told to wait another three monthsafter already waiting eight. These delays are unreasonable. Nine months is more than enough time for any company in any industry to resolve a clear-cut service failure.I paid for the system in full through a loan, which *** continued to repay on time. Meanwhile, Im stuck with a product that doesnt work and a company that wont act. There is no justification for Freedom Forever to operate this way.Initially, they blamed SolarEdge, the inverter manufacturer. But after I contacted ********* directly, they confirmed the issue was due to the installation setup by Freedom Forever. I relayed this, and received no meaningful follow-up. I hesitate to call it predatory, but their actionstaking full payment, and refusing to fix itcome close.Outside of litigation, what recourse does a customer have? I feel completely stuck with a malfunctioning system and a company unwilling to take responsibility. This is unacceptable. I am requesting the BBBs help in holding Freedom Forever accountable and pushing for a prompt resolution. Will I be punished for filing this complaint now?

  Business Response

  Date: 04/11/2025

  Dear ****** Family,
  
  Thank you for bringing your concerns to our attention. We understand your frustration regarding the production and reporting issues with your system, and we want to assure you that our team is here to support you.
  
  To address your concerns, we have assigned a dedicated point of contact who spoke with you on April 11th, 2025, and confirmed that we have expedited the System Performance Claim Request (****) process to evaluate the second year of your system's performance. During this conversation, the accurate production data was shared with you via email, reflecting the corrected figures. The previously reported lower production for ************************************************************************************* July 2024.
  
  We also discussed the **** initiation timeline, which allows for 60 days from the end of your production year to request the review. Additionally, we encourage you to contact Freedom Forever at any time to report any active system alerts or monitoring concerns so that we may address them promptly.
  
  If you need further assistance prior to your scheduled follow-up, please dont hesitate to reach out. We are committed to providing you with the support you need and appreciate your patience and understanding.
  
  Best regards,
  Freedom Forever

  Customer Answer

  Date: 04/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, consider this complaint resolved.

  They Admitted what happened, but ****** resolved this. She has been the only good part of Freedom. While their company policy I do not think is good practice or in good faith, they clearly showed me where my contract says they are not responsible for monitoring a faulty system or initiating contact with consumers. Thats on me.

  I give ****** 10 out of 5 stars, Freedoms policies and practice need drastic changes.

  
  ******* ******