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

  3010 San Antonio Dr Fowler, CA 93625-9507

• 

  Freedom Forever

  415 Industrial Ct Greer, SC 29651

• 

  Freedom Forever Solar

  Lubbock, TX 79407

• 

  Freedom Forever El Paso

  12135 Esther Lama Dr Suite 1100 El Paso, TX 79936

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:03/17/2025

  Type:Product 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.

  in December 2023 I met a salesperson ,named ****, from Freedom Forever for the Solar Panel system . He gave me the price. for the panels, and he told me I have to sign some papers to see if i am pre approved. I Was approved. The company that approved me is Mosaic.I told him I have meetings with other solar companies in order to choose which option is better for me. after a couple of days I decided to go with other company, I texted **** than somebody gave me better price. and I will proceed with other company.After a year, in February 2025 I received an email From ****** than I have a loan, and monthly payment is $223.and starting march 1st 2025 I have to make payments on my $58000 loan. I called them, explained that I don't have a loan with ****** because I choose another company, and somebody else financed me for the solar. The stated that I need to clarify with Freedom Forever about this loan. I talked to Freedom Forever Told them that they did not do any solar installation on my property. They promised to solve this, to submit the cancellation form to Mosaic . I Called Freedom Forever ******** times in last 30 days and asked them to submit the cancellation form, they still did not submit it. They don't have any updates and keep telling me to wait. This loan affects my credit score, I want to refinance my property, but because of the loan my credit report will go down , I'm not gonna be able to refinance the property.

  Business Response

  Date: 03/19/2025

  Dear Gandrabura Family,
  
  Thank you for bringing your concerns to our attention at Freedom Forever. We understand your frustration regarding your cancellation request, and we want to assure you that we are here to assist you through this process.
  
  We have assigned a dedicated point of contact to address your concerns. They spoke with you on March 19th, 2025, to reassure you that we are diligently working to resolve the issue. An expedited request has been sent to the lender, Mosaic, to process your cancellation. Please note that this process may take up to 1-2 weeks to complete.
  
  Your point of contact will closely monitor the progress of your request and will notify you once there is an update from the lender. After that, you will receive an email from ****** finalizing the cancellation.
  
  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
  

  Customer Answer

  Date: 03/20/2025

  
  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, will consider this complaint resolved.
  
  Regards,
  
  Ion Gandrabura
  
   
  

• Initial Complaint

  Date:03/17/2025

  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.

  I signed a contract for solar panels on May 8th 2024. I backed out of the contract within the 3 day limit on May 10th 2024. My contract was declared cancelled on their customer portal on May *********. My loan with ****** is still in effect as I tried to get a line of credit on my house and the bank told me there is a lien on my house from Mosiac solar. In order to cancel the loan and remove the lien, Mosiac would need written confirmation from Freedom Forever which they have not provided for almost a year now.

  Business Response

  Date: 03/19/2025

  Hello Elgin Family,
  
  Thank you for bringing your concerns to our attention regarding your cancellation request. We truly understand how frustrating this situation must be for you, and we want to assure you that we are fully committed to resolving this matter as quickly as possible.
  
  We understand that you spoke with your point of contact on March 19th, and we want to reassure you that our team is diligently working on your request. A follow-up has been scheduled for March 26th to provide you with an update on the status of your cancellation.
  
  We sincerely appreciate your patience and understanding as we continue to work through this process. In the meantime, if you have any additional questions or concerns, please dont hesitate to reach out to your point of contact. They will be available to assist you until Mosaic has received the necessary cancellation request.
  

  Thank you again for your patience.
  
  Best regards,
  Freedom Forever

  Customer Answer

  Date: 03/19/2025

  
  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, will consider this complaint resolved.
  
  Regards,
  
  ****** *****
  
   
  

• Initial Complaint

  Date:03/16/2025

  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.

  On Sunday, March 16, 2025, just before noon, a gentleman came to our front gate wearing a green visibility vest and carrying a laptop. I asked who he was, and he indicated he was here to check the meter. I asked why, and he said to make sure it matches the bill. I asked him if he was with the utility company, and he said of course, and showed me his ID which was for a company called Freedom Forever. I asked what Freedom Forever was and if it was contracted with ***, our electricity company, he said of course. He then asked me for the last four digits of my social security number as well as my date of birth. When I was hesitant, he said he really only needed to see my utility bill. Come to find out, he was with a solar company and was purpoting to be contracted with ***.

  Business Response

  Date: 03/21/2025

  Hello **** Family,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration caused by the unwanted solicitation you experienced. We understand how upsetting this must have been and we want to assure you that we take your concerns very seriously.
  
  Its important to us that all representatives respect your privacy and are honest with their sales approach. This situation does not reflect the standards we strive to uphold. To clarify, Freedom Forever does not directly employ sales representatives but partners with solar dealers across the country to complete projects for interested customers. While this limits our direct influence over sales practices, we will escalate your feedback to the appropriate team to help prevent similar incidents in the future.
  
  We understand that you would like no further contact from the business and we will respect that request. If you would like to discuss this matter further, we encourage you to call us at your convenience. We are happy to speak with you. 
  
  Although you are not a Freedom Forever customer, we greatly value your feedback and appreciate the opportunity to learn and improve. Your concerns help us ensure that the standards we expect from our partners are upheld.
  
  We are committed to ensuring you feel heard and respected. Should you have any additional concerns or if theres anything further we can do to assist, please dont hesitate to reach out. 
  
  Thank you again for bringing this to our attention.
  
  Best regards,
  Freedom Forever

• Initial Complaint

  Date:03/15/2025

  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.

  Summary: Solar Company Dispute Information Name: ***** ***** Contact: ************ | ********************** Overview of Dispute with Freedom Forever Solar This situation involves potential breach of contract, misrepresentation, and failure to deliver promised services by Freedom Forever Solar. I refinanced my home to fund a $55,459.08 solar system that remains non-operational after multiple delays and installation issues.Timeline of Key Events June/July 2024: Initial contact by sales representative ******* ***** ****** August 22, 2024: Client signed digital contract November 2024: Original promised completion date (not met)Late December 2024: Actual installation completion January 17, 2025: Client underwent spinal surgery, has been off work since December 2024-Present: Ameren utility bills unpaid/on hold due to pending solar installation March 14, 2025: Final inspection by ****** revealed inoperable system Key Issues 1.Misrepresentation: Sales representative promised "1 for 1" credit system, but later received email stating they would be paying "full net metering" instead 2.Installation Delays: Nearly three-month delay in installation, jeopardizing ability to receive promised federal and state incentives 3.Non-Functional System: After installation, system failed final inspection by Ameren and remains inoperable 4.Communication Breakdown: Sales representative no longer responds to calls or texts *********** Hardship: I refinanced home based on representations, now facing accumulated utility bills and an inoperable system Potential Claims Breach of contract Misrepresentation/fraud Violation of consumer protection laws Potential violation of state solar installation regulations

  Business Response

  Date: 03/20/2025

  Dear ***** Family,

  Thank you for reaching out to us and sharing your concerns. We sincerely regret any frustration caused by the timeline of your project and the challenges you have experienced with the Net Metering Program. Please know that we are fully committed to resolving these issues and supporting you throughout this process.
  
  To ensure your concerns are addressed, we have assigned a dedicated point of contact who spoke with you on March 20, 2025, to provide reassurance that we are actively working on resolving the Net Metering agreement with your utility company. We understand the importance of this matter and are prioritizing its resolution.
  
  Your point of contact will continue to provide you with regular updates on the progress of your project. The next follow-up is scheduled for March 27, 2025, during which we will provide further details on the next steps.
  
  In the meantime, if you require any assistance or have additional questions, please do not hesitate to reach out. We appreciate your patience and understanding as we work diligently to resolve this matter.
  
  Best regards,
  Freedom Forever  

  Customer Answer

  Date: 03/20/2025

  I do not accept this as there still has been no real resolution to my issue. They have assigned someone but I do not trust the company based on all of my experiences thus far. I still have no guarantee of the 1 for 1 credit . I was told today they would work in it..but I have been told that before and still not resolved. Until I know 100 percent I will get the 1 for 1 credit and the system is up and running and I can move forward with applying for my incentives I do not want this case closed.

  Business Response

  Date: 03/27/2025

  Dear ******* Family,
  
  Thank you for your response. We understand your frustration regarding the current situation with the *** program, and we want to assure you that we are fully committed to addressing your concerns.
  
  Our team attempted to reach you on March 27th but was unable to connect. An email was sent to keep you informed and to reassure you that we are actively exploring all possible solutions for your request.
  
  We remain dedicated to providing you with timely updates throughout this process. A follow-up has been scheduled for April 3rd, 2025, to provide you with any new developments.
  
  If you require any further assistance or have any additional questions, 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.
  
  Best regards,
  Freedom Forever

  Customer Answer

  Date: 04/15/2025

  This is not reaolve to my issues and only buying the company time. 

  Business Response

  Date: 05/30/2025

  Hello ***** Family,
  
  Thank you for sharing your concerns. We understand the seriousness of the issues you've raised and sincerely regret the difficulties you've encountered throughout your solar experience.
  
  Please know that we are actively reviewing the details of your project and the circumstances surrounding the delays and communication challenges you mentioned.
  
  We appreciate your patience and understanding as we follow the proper channels to address this matter thoroughly and respectfully.
  
  Sincerely,
  Freedom Forever

• Initial Complaint

  Date:03/14/2025

  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.

  On October 4, 2024 freedom forever installed solar panels on my roof after coming to an agreement on the terms of an agreement. We agreed to pay freedom forever $104 a month for the next 25 years with warranty in place for the panels and a limited warranty on my roof where they had done the work as well as being able to utilize net metering for the length of our contract. When I finally talked to someone today after weeks of not hearing anything I was told that the net metering was no longer available for me because of the length of time in between installation and activation. I am extremely aggravated because the net metering was the main reason we signed on with them in the first place.

  Business Response

  Date: 03/20/2025

  Hello ******** Family,
  
  Thank you for bringing your concerns to our attention at Freedom Forever. We understand your frustration regarding the timeline of your project and the challenges you have experienced with communication. We want to assure you that we are here to help.
  
  We have assigned a dedicated point of contact to address your concerns. They spoke to you on March 19th, 2025 to reassure you that we are diligently working to resolve your concern surrounding the Net Metering agreement with your utility company, which has impacted the project timeline.  
  
  Your point of contact will be providing you with regular updates to ensure that you are informed on your project's progression. They will contact you again on March 25th, ********************************************** your project.
  
  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:03/14/2025

  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.

  3/7/15 643am Open Case16452628 with SunRun who then sent case to Vendor Freedom Forever to provide service to figure out why system has not been working since February 9 2025. 3/10/25 121pm called Freedom Forever spoke with ***** who stated a ************* Dispatch Ticket was not yet created, she sent over an inquiry to the ****************** Team *****, awaiting response. As of today, 3/14/25 850am still no response so I called Freedom Forever spoke with Gamar, cannot find location or any information on this. He did find that the residence **************************** is still registered under OLD Owner ***** ********. No other information of work/needed found. My husband/I purchased this home back in January 2021 and all necessary transfer of paperwork was filled out, turned in and acknowledged. Since 2021, ****** has been called and Freedom Forever dispatched EACH Year for the same issue. Each year this is a nightmare to get customer service and a technician out to fix the part that comes from *****. This household is senior citizens on a fixed income and now SCE is charging over $1,500 for 1 months electric. We need help getting this resolved and monies reimbursed for breach of contract. We need a resolution of Repair and Refund for all months that SCE charges us while the system is not working. So far we are at $1499.33 and rising.

  Business Response

  Date: 03/19/2025

  Dear ***** Family,

  
  Thank you for bringing your concerns to our attention. We understand your frustration regarding higher-than-normal energy bills and your request for service on your system. To ensure you receive the support you need, we have assigned you a dedicated point of contact.

  
  We note that you spoke with your point of contact on March 14, 2025. During that conversation, they clarified that your system was producing as expected and, therefore, the ************* Dispatch request was not actioned. We understand that this information was not previously communicated to you, and we sincerely apologize for any confusion.

  
  Your point of contact advised you to request that ****** submit a wellness check request and to have your energy company perform an energy audit. During a follow-up call on March 19, 2025, you confirmed that ****** is further investigating your production concerns and that a service request has been submitted to ****** for an energy audit. Your point of contact will follow up with you again on March 26, 2025.

  
  Furthermore, your point of contact connected with Sunrun to gain clarity on the transfer of ownership process within their system. ****** confirmed that they only send the completed ownership transfer documents to the buyer and seller of the home. We have requested that they provide this information to us as well, so we can complete the transfer on our end as the service provider.

  
  If you need to speak with your point of contact before the scheduled follow-up, please do not hesitate to reach out. We are here to assist you every step of the way.

  
  Best regards,
  Freedom Forever

• Initial Complaint

  Date:03/13/2025

  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 signed a contract with them. Then 2 days later I went to your website b.b.b and seen all the negative comments. So I called and canceled. My salesman told me I could cancel anytime I wanted before they put anything on the roof. They did no work. They didn't even inspect my roof to see if it could handle the panels. Now they say I owe them a 1200 canceling fee... they did nothing.

  Business Response

  Date: 03/14/2025

  Dear ****** Family,
  
  Thank you for reaching out to us at Freedom Forever and bringing your concerns regarding your cancellation request to our attention. We understand the frustration of being told that a cancellation fee is required when no work has been completed.
  
  To ensure your concerns were addressed, we assigned a point of contact who spoke with you on March 14th. During that conversation, it was noted that you had signed up for a promotion to have the Smart Home system installed, which is where the cancellation fee originates.
  
  Your point of contact inquired whether you had reviewed the terms and conditions of the Smart Home agreement, to which you indicated that you had not. To proceed with the cancellation, your point of contact explained that the fee would need to be paid as outlined in the agreement you signed and also mentioned the possibility of a payment plan. However, you stated that you would not be paying and intended to pursue legal action.
  
  To avoid any further complications, your point of contact remains available to assist you with the payment plan. Please dont hesitate to reach out if you would like to discuss this matter further.
  
  Best regards,
  Freedom Forever

  Customer Answer

  Date: 03/14/2025

  I was not told about  any cancelation  fees. My salesman  told no fees till they put panels on roof the equipment  you installed is worth 300 I will be happy  to pay that.  I did not even have a inspection  yet. What would  of happened if I failed that.. the stuff was already  installed   theny did no work whatsoever  at my house  the company  safe streets  which  installed equipment.  Says I owe them nothing 

  Business Response

  Date: 03/18/2025

  Dear ****** Family,
  
  Thank you for your response.
  
  We understand you were informed there would be no fee for canceling the project. We want to clarify that the fee you are responsible for is an equipment charge due to opting into the active promotion with SafeStreets. Had you not opted into the promotion and received the equipment there would be no fee owed to cancel the project.  However, its important to note that you agreed to the promotional deal for the Smart Home system, and during your discussions with your point of contact, it was mentioned that you did not review the terms and conditions of the promotion.
  
  Had you reviewed the terms, you would have seen that the agreement specifies: "In the event that an Eligible Participant opts in and redeems the Promo Offer and subsequently cancels, requests, and/or causes cancellation of the Solar Contract, the Eligible Participant shall pay to Freedom Forever a non-refundable equipment fee based on the Safe Streets Smart Home System package chosen by the Eligible Participant."
  
  As a result, in order to proceed with the cancellation, you will need to pay the fee outlined in the contract you signed. A payment plan can be arranged if the fee cannot be paid in full. 
  
  Please dont hesitate to reach out to your point of contact if you have any further questions or would like to discuss your options.
  
  Best regards,
  Freedom Forever

• Initial Complaint

  Date:03/12/2025

  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.

  Although the system seems to be working properly at the moment I have not received a response to my other issues. We are owed money for our electricity bill and for almost 900 kwh that were not used nor was it sent back to SCE for credit. Pictures have already been sent to FF several times as requested per ***** ****** who is the ******* Service Manager working out of the Temecula Location. If Freedom Forever can agree to put bird netting around my 2 solar arrays this would resolve this issue. Not responding to my emails will not make this issue go away.

  Business Response

  Date: 03/19/2025

  Dear ****** Family,
  
  Thank you for reaching out and sharing your concerns with us. We truly appreciate your feedback and the opportunity to address them. At Freedom Forever, our priority is to provide exceptional service, and we remain committed to finding a resolution for you.
  
  To ensure your concerns are properly addressed, we have assigned a dedicated point of contact who spoke with you on March 14th. They reassured you that we are actively reviewing possible solutions, and they will follow up with you again on March 21st, 2025, to provide an update and discuss any next steps.
  
  If you require any assistance before your scheduled follow-up, please do not hesitate to reach out. We are here to support you and are committed to keeping you informed throughout this process.
  
  We sincerely appreciate your patience and understanding as we work toward a resolution.
  
  Best regards,
  Freedom Forever

  Customer Answer

  Date: 03/19/2025

  until this is fixed and my POC gets my resolution approved we will continue this. As for k kw Freedom Forecer is coming up short. If the BBB doesn't hold you accountable the **** is my next option. They will side with the customer,  we all know this.

  Business Response

  Date: 03/21/2025

  Dear ****** Family,
  
  Thank you for your response. We sincerely appreciate your feedback and the opportunity to address your concerns. At Freedom Forever, our priority is to deliver exceptional service, and we remain fully committed to finding a resolution for you.
  
  Your dedicated point of contact spoke with you on March 21, 2025, regarding your critter guard request and confirmed that the installation has been approved for the array installed by Freedom Forever. However, we are unable to install critter guards on the second array, as we are not authorized to modify another companys system.
  
  We are actively coordinating with our team to determine the next steps for your installation. To ensure you remain informed, your point of contact has scheduled a follow-up on March 28, 2025, to provide updates on the progress.
  
  In the meantime, if you have any questions or require further assistance, please do not hesitate to reach out. We greatly appreciate your patience and understanding as we work toward a resolution.
  
  Best regards,
  Freedom Forever

  Customer Answer

  Date: 04/14/2025

  
  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, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:03/11/2025

  Type:Sales and Advertising 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 April of 2024 I had a sales *** from Freedom Forever LLC come to my house with a sales pitch for solar to "not have an electricity bill"During the sales pitch I was lied to and coerced into signing a loan agreement that was framed as a 'credit check'I was assured that I was under no obligation and could terminate the process after a solar energy review was done on my house.After the solar review and being shown prices to install solar I chose not to proceed any ********** June of 2024 I received an email that a solar loan had been opened for me to the tune of ****** dollars.Since that day I have contacted Freedom Forevers cancellation department multiple time and continously are told "it will take a few weeks"This has been going on for 9 months.I have an email from the loan company (******) stating they will accept verbal cancellation of the loan from Freedom Forever, however Freedom Forever is unwilling to do so.Goal is to seek assistance to have loan cancelled that was opened under false pretenses and deceptive practices.

  Business Response

  Date: 03/13/2025

  Hello ******** Family,
  
  Thank you for reaching out to Freedom Forever and sharing your experience. We understand how frustrating this situation has been, and we truly appreciate your patience throughout this process.
  
  Our records show that your point of contact connected with you on March 13th and confirmed that, as of March11, Mosaic has received the cancellation request.
  
  We recognize the challenges youve faced during this process and sincerely appreciate the opportunity to continue working with you to resolve this matter. At this time, we encourage you to work directly with ****** to finalize the cancellation.
  
  If you have any additional questions or need further assistance, please dont hesitate to reach out were here to help.
  
  Best regards,
  Freedom Forever

• Initial Complaint

  Date:03/11/2025

  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.

  0ct 3 got permits freedom forever talked me into installing solar i was suppose to have 2-3 months before they would be ready to install to give me a chance to back out if i decided to it was only a couple weeks and they started the install i wasn't suppose to have a power bill any longer but i still do and its higher than ever the permits said the job was only *********the finance company charged ********* . outrageous. the power company say solar is not producing solar edge says it is i contacted the salesman he said they would pay the powwer bills and since then ***** will return my calls or talk to me since this i turned the solar off to see what happens now. they out and out lied didn't stand behind what they said and its not working properly i am not a happy consumer they don't stand behind the products they install they lie and cheat consumers

  Business Response

  Date: 03/18/2025

  Dear ******* Family,
  
  Thank you for taking the time to share your concerns with us at Freedom Forever. We truly value your feedback and the opportunity to address any issues youve encountered. Our goal is to ensure we provide excellent service, and we are committed to resolving this matter to your satisfaction.
  
  To ensure that we address your concerns effectively, we have assigned a dedicated point of contact to assist you. They attempted to reach you on March 14th and March 18th, 2025, but were unable to connect. After each call, they followed up with an email to coordinate a suitable time for a conversation. Your point of contact will attempt to reach you again on March 19th, 2025, to provide an update regarding your savings dispute. We are eager to speak with you and resolve this matter promptly.
  
  Regarding your concern about the termination of utility bills after switching to solar, we want to clarify that while Freedom Forever guarantees an annual solar production, as outlined in your contract (page 19, Article 6, Section 6.1), we do not promise specific cost savings. We understand that there was also some confusion regarding the cost of your solar system. The amount of $23,500 you mentioned differs significantly from the actual contract price of $47,689.14, which has been confirmed by your lender, as referenced in your complaint.
  
  In addition, we have reached out to your sales representative, ******** *******, to verify the details you provided about covering your power bill. To assist with this, we kindly ask that you share any relevant documentation (such as texts, emails, or screenshots) regarding this offer so that we can submit a dispute on your behalf.
  
  If you need any assistance before the scheduled follow-up, please do not hesitate to reach out. We are here to support you and want to ensure a smooth resolution to this matter.
  We truly appreciate your patience and understanding during this process.
  
  Best regards,
  Freedom Forever

  Customer Answer

  Date: 03/23/2025

  there still needs more communication so that I understand how it all works 

  Business Response

  Date: 03/27/2025

  Dear ******* Family,
  
  Thank you for your response. We understand your frustration regarding the savings information provided during your sales process, and we want to ensure that all your concerns are fully addressed. Your satisfaction is our priority, and we are committed to providing a positive experience.
  
  Upon receiving your complaint, your point of contact attempted to reach you by phone on March 14, 2025, but was unable to connect. They followed up with an email that provided clarification on how your solar system operates, details about Freedom Forever's ********** Guarantee, and information regarding our System Performance Claim Request, as outlined in your contract.
  
  A second call attempt was made on March 19, 2025, at which time you confirmed receipt of the email by responding with follow-up questions about how your energy company records the energy produced by your system. Your point of contact replied on March 21, 2025, explaining that your energy company only receives and records excess solar energy not used by your home, which is directly influenced by your energy consumption.
  
  On March 22, 2025, you acknowledged this explanation and expressed your appreciation. Following your rebuttal on the BBB portal, your point of contact reached out again by phone on March 26, 2025, to confirm that all your concerns had been resolved. A voicemail and follow-up email were sent for your reference.
  
  Should you need any further assistance, please dont hesitate to reach out. We are here to support you throughout this process.
  
  Thank you for your patience and understanding.
  
  Best regards,
  Freedom Forever