Complaints

This profile includes complaints for Freedom Solar Power's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Freedom Solar Power

  4801 Freidrich Lane Bldg 1 Ste 100 Austin, TX 78744-2703

  
• 

  Freedom Solar Power

  4055 Corporate Dr Ste 200 Grapevine, TX 76051-2307

  
• 

  Freedom Solar Power

  12861 Wetmore Rd San Antonio, TX 78247-3628

  
• 

  Freedom Solar Power LLC

  8105 Krauss Blvd Ste 102 Tampa, FL 33619-3011

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:05/22/2025

  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.

  Roof was replaced in December 2024 due to hail damage.Panel were removed. After 8+ weeks the panels were scheduled to be reinstalled which happened approximately week of May 5th. 1 panel was found to be damaged during the removal. I've tried to schedule the reinstallation / replacement of the damage panel. A part was delivered to my home. I have no idea what it was delivered to me. I've been calling and moved from department to department keeping on the phone up to 45-_ 60 minutes. No resolution or follow up. I need help for this repair.

  

  Business Response

  Date: 05/29/2025

  Dear *****,

  Thank you for bringing your concerns to our Leadership Team. After reviewing your account we are able to confirm that a site visit has been confirmed for *****. This serive issue involves your manufacturer's warranty which is why replacement parts were shipped to your home. We have updated your account and our Resolutions Manager should be in contact with you very soon to discuss your voiced concerns in detail so please lookout for their contact. We apologize for this situation and are determined to make this right. 

  Thank you again. 

• Initial Complaint

  Date:04/23/2025

  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.

  Mind bogglingly horrible customer service. Took several calls and emails to get an address for Tesla to send a replacement PowerWall. Took several calls and emails to get confirmation that they received it. Then they said I have to wait another 30-days to (hopefully) get an install date.After a few more calls and emails, I did get them come out and at least deliver the replacement PowerWall.Not only was it not installed correctly, they took the other PowerWall offline as well as all of my monitoring. Freedom Solar installer says ***** will work to finish the installation remotely, and I should call Tesla in a few days to check on the status. This morning I called Tesla for an update. After 20mins of back and forth, they finally saw the ticket, but said they are waiting for someone to be onsite!! Called Freedom Solar again and after the usual BS of "I can't find your account", they said someone will call me back before 5 today. I was skeptical, but said ok. The only person who did call me back was the person who I talked to and he said he still doesn't know anything.I'm done with the constant back and forth and the out right lies they tell me on the phone. Need this resolved in the next few days, or I'm initiating a chargeback for my $500 and possibly hiring a lawyer if it costs more than that for someone else to finish their mess.

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
   

  Im not surprised Freedom Solar didnt respond to you.  They never call me back either. 

  As luck would have it, I used to work with their CFO, ***** ****.  I reached out to him, and within a few days, they sent someone back out and now its all fixed. 

  I doubt it would be if I hadnt called him, but of course, I dont know that for sure.

  I hope you will still keep my complaint on file as this was one of the worst customer service experiences Ive encountered.  ***** **** said their records show I called them 16 times! 

  Thank you for your help.

  Best regards,

   

• Initial Complaint

  Date:03/19/2025

  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.

  On 8-4-2023 we entered into a contract with Freedom Solar to install a solar system on our home at the cost of $17,545. Nothing was done until 01/03/2024. That is when the panels were put on. By this time we knew the output the way they figured the system would not cover our usage. Freedom Solar said to wait a year. Actual use for the panels was finally done in April 2024. After 8 months the panels were not producing enough to cover our usage. They kept saying wait a year. It has been a year and they are not producing enough. The main complaint is Freedom Solar made us think the monitoring would be through them. We found out that is not true. We paid for monitoring through the cost of the panels. Sun Power the 3rd party monitoring company that Freedom Solar paid to monitor our panels went bankrupt in August 2024. Now we can't monitor our panels. Freedom Solar wants us to use Enphase to monitor our panels but Enphase wants us to pay about $1,000 to replace the inverters and pay a monthly fee for the monitoring. Our site map shows the inverters are Enphase so we don't know why they need changed unless Freedom Solar didn't put in the right ones. We feel Freedom Solar should pay for whatever it takes to get us monitoring through Enphase and no other company. After many calls and emails to Freedom Solar they have refused to do anything for us. We have talked to several people about various problems including ***** *****, customer service at ************ email ********************************* ***** ***** at ************, ******* ******* at ************ email ************************************ **** ******, customer service at ************, **** ********** at ************ email jsentendrey These people are very poor at returning calls or emails. We keep getting pushed from one person to another. The company is based in ***** but there is supposed to be an office or at least people in ****** that is in control of this area.

  

  Business Response

  Date: 03/27/2025

  Thank you for allowing us to address your concerns regarding your Freedom Solar experience. We strive for outstanding customer experiences and regret to learn that our services have not met your expectations.

  
  Our Resolutions team has been in contact with you, and we have attempted to address the issues you raised. Our records indicate that your solar system's performance aligns with the production estimates provided during the sales process. Please note that Freedom Solar Power does not guarantee specific production levels due to factors beyond our control, including weather, panel degradation, soiling, and shading. While we aim to provide accurate estimates, actual system performance can vary.
  
  Regarding your monitoring concerns, your purchase included a SunPower monitoring device, which we installed according to our contract. To clarify, we did not directly pay SunPower to monitor your system; SunPower manufactured both the panels and the monitoring device you purchased.
  
  SunPower's bankruptcy and subsequent sale of its monitoring application to Sunstrong were beyond our control. This situation has significantly impacted both us and many of our customers, and we understand your frustration. While *********'s decision to charge a monthly fee for advanced monitoring access is within their rights as the software's new owner, they do offer a free, limited-access option.
  
  While we sympathize with your situation, we cannot assume liability for the SunPower bankruptcy and its resulting effects. We remain available to assist with any other questions or concerns and hope that you will reconsider your complaint in light of the information provided.
  
  Thank you.

  Customer Answer

  Date: 03/27/2025

  Complaint: 23078545
  
  I am rejecting this response because: Freedom Solar made it sound like they manufactured the panels in ***** according to ***** ***** the salesman.  Now we find out the cost of the panels included the monitoring by a 3rd party which was not explained to us.  When we purchased the panels we did so based on the salesman telling us Freedom Solar made the panels, installed the panels, monitored them and took care of them.  All of this was not true. We told ***** we liked the idea of one company doing it all and that we didn't like 3rd party involvement.   Now we find out the monitoring company was essentially paid in the cost of the panels.  We were told that Enphase was involved but they are not.  When we set up the monitoring the site said Enphase so all this is very confusing and we were mislead a great deal.  We questioned this and was told that Enphase and SunPower was essentially part of each other.  I feel a good outcome to this situation would be for Freedom Solar to get us on Enphase at their expense.  If they had been honest at the beginning we would not have purchased the panels.  We have been given the runaround ever since we signed the contract but after 3 days we couldn't back out.  **** ****

  

  Business Response

  Date: 04/10/2025

  Dear **** ****,

  Please allow us to respond to your concerns regarding Freedom Solar Power's services. 
  
  Freedom Solar Power operates as a solar installer; we do not manufacture the solar panels themselves. Our contracts are designed to be transparent, detailing the products and services we offer. We stand by the integrity of our contract with you and believe we have not violated its terms in any manner.
  
  Furthermore, the SunPower bankruptcy, as previously communicated, was an unforeseen event beyond our control. This situation has unfortunately impacted numerous customers, as well as our own employees who have invested in SunPower products. While we empathize with your situation, Freedom Solar Power is unable to assume liability for the SunPower bankruptcy.

  There are many monitoring options on the market so if you are not satisfied with *********'s services we encourage you to shop around for other options that may better meet your needs. 

  Customer Answer

  Date: 04/11/2025

  Complaint: 23078545
  
  I am rejecting this response because: Freedom Solar is the ones that put us under Sun Power instead of Enphase.  We had no idea what Freedom Solar was doing.  They never told us about the monitoring being done by a third party.  We did not know who the monitoring company was until it was set up. Even at that time we were still under the impression that Freedom Solar did the monitoring since they actually came to our home and set it up on our computer and installed all the equipment.  If the original panels had been sold to us and we hadn't been lied to then we would have had Enphase as our monitoring company.  We paid for monitoring through the cost of the panels we were sold.  So now we are out of the money for the monitoring.  Being up front would have solved these problems but the salesman lied to us about a lot of stuff.  He is no longer with the company and was not with them just a few weeks after he sold us the panels.  I will not accept anything other than Freedom Solar getting us on a good monitoring company at their expense as far as me removing my complaint.  I should not have to pay $1,000 to get a new monitoring company or pay for it since we already paid for it and Freedom Solar messed up.
  
  Regards
  
  ****** & **** ****

• 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.

  Company has been slow to respond to an ongoing production expectation and customer service complaint. Lately, business has just ceased to communicate or respond at all.

  

  Business Response

  Date: 03/27/2025

  Mr. ******, ************************** confirmed that a resolution was reached with you and your concerns have been addressed. As agreed upon they will continue to be of assistance to you until your phase 2 project is completed. Thank you for your continued patience and understanding. 

• Initial Complaint

  Date:03/12/2025

  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.

  Unfortunately the emphase app is terrible at monitoring and reporting. Turns out I had an entire array down as of Jan 2024 and didnt notice this until Aug 2024 at which point I put in a service ticket. After I didnt hear from anyone for several weeks I kept calling their service **** but no one would answer, so I left multiple voicemails but never got a call back. Eventually I got a hold of someone weeks later and was told it was their new policy that they do not touch the service request until it is al least 30 days old. It wasnt until October until someone shows up and after multiple trips out and freedom solar canceling my appointments it wasnt until March 2025 until a breaker was replaced. The technician team said that they didnt believe this would solve the issue and they would have to come back out. Since then, the rays been back up so now they claim the issue is resolved. When I was sold my system, I was told that I had an energy guarantee that if the system did not produce, as it was supposed to that, I would be reimbursed for what I have to pay out of pocket to the energy company. I brought this up at the beginning of this project and they said that the resolution department would refund me once the system was operational again. Now that they claim that the system is operational, I have asked for a reimbursement for the incurred out-of-pocket energy costs. Freedom Solar is now saying they will not refund me because it was not a Craftsmanship error on their part. During the multiple trips out, the technicians would show me pictures and send me text messages of all the craftsmanship errors on the array that they were fixing, hoping that would resolve the issue. So essentially at this point, Freedom Solar is denying to reimburse me for the incurred out-of-pocket energy costs for a system that was malfunctioning for over a year that they refuse to fix for months. The array was down for over a year and it took freedom solar 8 months to replace a breaker

  

  Business Response

  Date: 03/17/2025

  Mr. ***, Thank you for the opportunity to address your concerns regarding your experience with Freedom Solar LLC. Our company strives to provide every customer with an exceptional experience; therefore, we are disappointed to learn that our products and services did not meet your expectations.

  
  Please be assured that we have carefully reviewed your feedback and plan to address each point thoroughly. A representative from our ********************** will contact you to discuss the matter further. Should our workmanship be found responsible for any of the issues you encountered with your system, we will ensure that appropriate compensation is provided.
  
  We sincerely apologize again for the negative experience you have had. You can expect to hear from us shortly. 

   

  Thank you,

  Customer Answer

  Date: 03/18/2025

  Complaint: 23047963
  
  I am rejecting this response because:
  

  The entire time I was being sold this system, I was told about this energy, guarantee that if the system stopped working for any reason, I would be reimbursed for the lost out-of-pocket cost for energy. The entire time my system was being worked on. I was told that once the work was completed the resolution department would refund me.  Now that it comes time for them to actually pay me this new terminology pops up about craftsmanship errors and they are denying to pay me. It was never once mentioned to me during the sale. It was never once mentioned to me during the maintenance, and I cannot find it anywhere in my contract. This is obviously some sort of way to try to get out of paying me what I am deserved. It also took Freedom Solar eight months to figure out that they needed to replace a breaker which couldve been fixed in one day, but instead, I had to wait nearly a year and pay out-of-pocket for a year because of their incompetence. So yea Ill go ahead and reject this reply

  
  Regards,
  
  ***** ***

  

  Business Response

  Date: 04/10/2025

  Dear Mr. ********

  
  Thank you again for allowing us the opportunity to assist you. We value your feedback, as it is essential to our continuous improvement. As previously communicated, we have agreed to compensate you for the estimated loss of solar production you experienced while your system was being serviced.
  
  Although only a portion of your system was offline during this period, we calculated the losses to be approximately $230. As a gesture of goodwill, we offered to increase the compensation to $500, an offer that you declined. It is important to note that Freedom Solar Power is not obligated to cover service-related losses. Our decision to provide compensation reflects our commitment to ensuring a positive customer experience.
  
  You have also requested compensation for your utility costs. However, Freedom Solar Power is unable to accommodate this request, as we do not have control over your home's energy consumption. By compensating you for the loss of solar production, we are essentially making it as if the affected panels were never offline. Given the circumstances, we believe this is a fair and reasonable resolution.
  
  We hope you will reconsider our offer. Our ********************** remains available to assist you further.
  
  Thank you,

   

  Customer Answer

  Date: 04/11/2025

  Complaint: 23047963
  
  I am rejecting this response because:

  I dont know how you calculate my estimated losses at $230 for a years worth of 1/4 of my system being down but it cost me over $1,200 in losses which Ive shown documentation for.

  I've also shown documents from the technicians showing that was system was not installed correctly which resulted in this system failure but the resolution **** refuses to talk about this every time I bring it up.

  Customer service at every level of this has been terrible and it shouldnt take a year to replace a breaker. If this wouldve been handled in a more timely manner, we wouldnt even be having this conversation. Since my system was partially down for over a year, the incurred out-of-pocket cost to me has grown way out of control of where it should be.

  Because of the tone and continued refusal to even listen to my side Ive been in contact with the CEO who can helpfully help since the resolution **** has been terrible to deal with. 
  
  Regards,
  
  ***** ***

  

  Business Response

  Date: 05/28/2025

  Dear Mr. ********

  
  Thank you for your response. We arrived at the estimated loss figure of $230 by comparing your system's actual monitoring data with the production estimates outlined in your original proposal. To clarify, we calculated the expected output of the 10 panels in question had they been fully operational.
  
  Furthermore, our calculation of the solar energy loss appears to be accurate when reviewing your monitoring data, which indicates that these 10 panels were offline between October 2024, to February 2025, rather than the full year you mentioned.
  
  In light of this, we believe our $500 customer service gesture remains a fair offer. As we have stated before, it's important to remember that the failure of the breaker is unfortunately not covered under the terms of our warranty. We sincerely hope you will reconsider our offer.
  
  Thank you for your time.

• Initial Complaint

  Date:02/05/2025

  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.

  Freedom solar has very manipulated and used deceptive practices . When the time they selling products , warranty will be covered for 25 years with solar product and labor services and workmanship. But they didnt not disclose that company that you used goes out of business you are out of the luck.. They didnt honor any of solar product let alone workmanship. We trusted them and bought $65k worth of products about 1.5 years ago and now having to call them daily to get some resolution. **************** is horrible with long wait time. We plan to involve lawyer to resolve this issue as this is completely unethical practice for business . I can provide case number that is currently on going with Freedom Solar company .

  

  Business Response

  Date: 02/27/2025

  Thank you for the opportunity to respond to your concerns regarding your experience with Freedom Solar LLC (Freedom Solar, we, us, or our). We aim to give all our customers an outstanding experience, and were disappointed to hear about your concerns regarding the SunPower bankruptcy and the effect that it has had on your solar panel product warranty. Our Resolutions Manager will be reaching out to you to assist if they haven't done so already. We greatly appreciate your patience and understanding here.

   

  Customer Answer

  Date: 02/28/2025

  Complaint: 22902994
  
  I am rejecting this response because:

  The company responded to me with an unacceptable offer. They want me to sign the letter of agreement to replace the faulty panel. The document said I must agree that this is only one time repair, and there will be no future repairs even though I still have a 25-years warranty. The system was installed for only 2 years. And I must also agree that not to discuss about any foreseeable panel faulty issues at any platform. Moreover, I cannot disclose this letter to any third party. I am looking for a Lawyer to read the agreement letter and get back to them with a counter offer. 
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 03/11/2025

  Mr. ****, We understand your frustration regarding the panel replacement. As a reminder, we offered this replacement as a one-time customer service gesture, not as an obligation under your warranty.

  
  While this gesture doesn't impact your workmanship warranty with us, it does not extend to future product failures. As the installer we are not responsible for product defects, and if ****** decides to honor their product warranty, this issue should be resolved for you going forward.
  
  We will continue to communicate with you via email regarding this matter. Thank you for your understanding.

  Customer Answer

  Date: 03/12/2025

  Complaint: 22902994
  
  I am rejecting this response because: still pending to revise the agreement letter from freedom solar. 
  Regards,
  
  ***** ****

  

  Business Response

  Date: 03/24/2025

  Mr. ****, our ********************** has not heard back from you. Please reach out to ************************************************************************************************** if you are still needing assistance. We look forward to resolving this matter. Thank you.

  Customer Answer

  Date: 03/26/2025

  Complaint: 22902994
  
  I am rejecting this response because: still waiting to review the "agreement letter from Freedom Solar" with lawyer. i will reply back to freedom solar by next week. 
  
  Regards,
  
  ***** ****

  Customer Answer

  Date: 04/08/2025

  Complaint: 22902994
  
  I am rejecting this response because: we cannot get agreement on the "Agreement letter" to proceed for repaire. 

  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 04/28/2025

  Dear Mr. *********

   

  We understand your continued concerns. We want to reiterate that Freedom Solar Power has been in consistent contact with you since you filed your complaint. It is important to clarify that the failure of your solar panel is not attributable to any fault of Freedom Solar Power. Nevertheless, as a gesture of goodwill and because we value your business, we initially offered to replace the defective panel at no cost to you.

   

  We are currently navigating significant industry challenges stemming from the recent SunPower bankruptcy, which has impacted numerous customers. While many manufacturers have indicated they will honor SunPower warranties, the manufacturer of your specific panels, WAAREE, has unfortunately been unresponsive, leaving many customers in similar situations.

   

  Please be assured that we are actively pursuing a resolution with WAAREE and are awaiting updates from their team. We have noted some promising news, as ****** has recently added a warranty claim form to their website, which we are currently investigating. We will update you as soon as we have more information.

   

  Regarding our previous offer to replace your defective panel free of charge, we must inform you that this offer is no longer available. Our stock of WAAREE panels has become very limited, and as we have stated, the original product failure was not due to any error on our part.

   

  We remain committed to assisting you in navigating the warranty process with WAAREE and will continue to provide updates as they become available.

   

  Thank you,

  Customer Answer

  Date: 05/05/2025

  Complaint: 22902994
  
  I am rejecting this response because the issue remains unresolved. Firstly, Freedom Solar Power employed a misleading sales pitch,claiming to be a turnkey solution with a 25-year warranty covering all parts and labor. Secondly, the faulty panel was not repaired. Heres the complete account: Around August 2024, one panel stopped generating power. Around September 2024, I contacted Freedom Solar Power and submitted ticket SER-4546. It took numerous calls and several months to arrange for a technician to inspect the system. After confirming the panel issue on February 3, 2025, Freedom Solar proposed replacing it with a non-warranted product for $800 per panel (the same model originally installed) or a warranted product for $1,200 per panel,without disclosing the manufacturer's name or warranty details. Following my complaints to the BBB, Freedom Solar offered to replace the faulty panel at no cost if I signed their agreement. Some terms included: this would be a one-time repair, I must refrain from any disparaging remarks about Freedom Solar, I must remove my BBB comment, and I would relinquish any rights to seek monetary or other relief from Freedom Solar. When I requested the removal of the clauses regarding disparagement and relinquishing rights, they rescinded their offer.
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 05/30/2025

  Dear Mr. *********
  As we've explained, both over the phone and via email, the issues you are experiencing are a direct result of the recent SunPower bankruptcy, which was entirely beyond Freedom Solar Power's control.
  
  Please understand that Freedom Solar Power is not responsible for defects in SunPower products. Despite this, we have tried to assist you by offering what we believe are the best available solutions. This included the option to purchase a replacement panel from our current inventory. You declined this offer.
  
  Subsequently, as a gesture of customer service, we offered to replace your defective panel at no cost to you, provided you signed our Letter of Agreement. This agreement simply acknowledged that this was a one-time courtesy and that Freedom Solar Power, as the installer and not the product manufacturer, would not be liable for any future product defects. You also declined this offer and continue to refuse to purchase a replacement panel.
  
  Given this situation, our ability to provide further assistance is unfortunately limited at this time, pending a decision from ****** regarding the warranty of their products.
  
  Freedom Solar Power is committed to supporting our customers who have been affected by the ************************* bankruptcy. However, it is important to reiterate that as the solar installer, we cannot assume liability for the cost of replacing defective products free of charge, as this falls outside of our responsibilities.
  
  Thank you for your understanding.

  Customer Answer

  Date: 06/07/2025

  Complaint: 22902994
  
  I am rejecting this response because:

  Repeating the same points repeatedly will not resolve the problem. I recognize the circumstances surrounding SunPower's bankruptcy. If Freedom Solar Power still struggles to grasp my complaint, I will clarify it once more. The sales pitch from Freedom Solar claims that you are the 'One Stop Shop,' relieving me of concerns regarding the entire system, including parts,labor, and a 25-year warranty. However, during that time, the salesman neglected to disclose all pertinent information regarding the warranties of various companies' parts.
   Heres another clear instance of dishonesty. I did not refuse your replacement offer. You presented three options: Replace with an Unwarrantied Product which is the same Waaree Module ($800), Replace with a Warrantied Product ($1,200, without disclosing the panels company name or warranty details), and Leave as Is. I was considering proceeding with the first option and requested an itemized quote.Freedom Solar never provided one. Eventually, I found that a similar Waaree Module on their website is priced about $125, while Freedom Solar is charging $800. Additionally, I reached out to Waaree Module, and they are willing to cover the Module at no cost, but require me to fill out forms and take pictures of the faulty module and serial number, etc. ********************** is completely unwilling to accommodate this. Does this sound like I declined your offer? The slowest responses or no responses at all, and I never receive callbacks when I leave voice messages.
  'As a gesture of customer service, we offered to replace your defective panel at no cost to you, provided you signed our Letter of Agreement.' How amusing is that? This offer did not come after countless hours of calls and numerous emails. Freedom Solar presents this merely to alleviate complaints from the BBB. I can provide the agreement letter from Freedom Solar,which contains absurd terms. After consulting with my lawyer and requesting the removal of certain terms, Freedom solar voided this offer. This indicates that maintaining a positive review is prioritized over resolving customer issues.This is the worst customer service I have ever experienced from any company.
  Regarding the subpar workmanship, several of the screws used to mount the panel racks were not properly secured. They were merely attached to the solid decking without fastening to the rafter. I discovered this after hiring an independent inspector at my own expense. This poses a significant safety risk and could lead to roof damage and water leaks.Given all this, I have absolutely no trust in these individuals.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:01/10/2025

  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.

  Freedom solar has used deceptive practices when selling their solar products and services. They sell you on the idea that you will be covered for 25yrs with equipment and workmanship. They use these deceptive practices to make the sale but do not disclose that if the company they use goes out of business you are out of the luck. They leave you high and dry when it comes to warranty claims that they don't want to waste their time for THEIR customer. I paid $75k for a ********************** system and have a single panel that has gone out. Freedom solar would rather punt this off as a problem they don't want to deal with by making you buy a new panel rather than resolve my simple issue and make a happy customer. I am now seeking a lawyer for these deceptive practices which are protected by ****.

  

  Business Response

  Date: 01/21/2025

  Thank you for the opportunity to respond to your concerns regarding your experience with Freedom Solar LLC (Freedom Solar, we, us, or our). We aim to give all our customers an outstanding experience and were disappointed to hear that you are not satisfied. We understand that the SunPower bankruptcy has caused a lot of frustration for our customers and we are doing everything we can to provide support wherever we can. Your specific panels fall under theSunPower product and power warranty and Freedom Solars 25-year workmanship warranty. Please know, your Freedom Solar workmanship warranty will continue to be honored, but, at this time, it appears that neither SunPower nor ****** will honor the product and service warranties. We are continuing to look into this for our customers. 

   

  ********************** is and has always been a separate entity from SunPower.

  We remain one of the strongest players in the solar sales, installation, and
  service industry, and are here to continue taking care of our customers and their
  ********************** energy needs, every step of the way. Our ********************** should be contacting you soon to further discuss your concerns. Thank you again.

  Customer Answer

  Date: 01/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:01/06/2025

  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.

  Issue 1 is False Advertisement: Contract signed June 26, 2024. I have paid ****** already. The promise graphic presentation from the sales person stated that Freedom Solar employees would be the only ones handling everything from start through warranty. Yet, the whole process continues to stall due to hired contractors they are utilizing to complete the work. Issue 2 is the company does not follow through. They apply for permits that get denied because they are incomplete--yet they tell me that they are waiting for the permit to be approved. I have had to do a large portion of the legwork including pushing to get the permits approved and then calling to schedule inspections. I have gotten it to the point now that all they need to do is update the information with *********** so that they can remotely switch our meter to solar. I worked with the contractor and then with Lee County and got it all taken care of EXCEPT Freedom Solar needs to take a few minutes out of their day to supply the update to *********** Issue 3 missed 2024 tax credit. Even though everything was completed on time, Freedom Solar made no effort to supply the information to ***********, so I missed the December 31 deadline to get the 2024 tax credit (almost ******), can't get the ***** *********** rebate, and Freedom Solar's 1500 rebate. We have been making regular loan payments in addition to our electric bill.Issue 4 lack of response. I get promises of returned calls for answers and other forms of response.I can't provide additional details due to anonymity, but I have more information provided to me by interested parties.

  

  Business Response

  Date: 01/29/2025

  Thank you for the opportunity to respond to your concerns regarding your experience with Freedom Solar LLC (Freedom Solar, we, us, or our). We aim to give all our customers an outstanding experience, and were disappointed to hear that you are not satisfied with our products and services. 

   

  Our Operations Team has confirmed that all of your system inspections/permits have been completed. There are a few punch list items remaining such as your systems warranty registration and monitoring but these are expected to be completed very soon. One of our Resolutions Specialists has been in contact with you and will continue to assist until all of your concerns have been properly addressed. We greatly appreciate your business and thank you for all of your patience and understanding. 

• Initial Complaint

  Date:01/02/2025

  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 purchased a solar system from Freedom Solar in March 2024. Things went great until I had a problem with the system in September. The first ****** said he hoped what he did worked but was not sure. It did not and the second ****** said it needed a part and ordered it right there from Enphase. Freedom did not return and they kept on stating it was because Enphase never sent the part. I called Enphase and they did send the part. It was delivered by ***** on 10 31 2024 tracking number ************ and received by *. ******. Freedom says they never received the part, don't seem willing to reorder the part and obviously won't come to repair the system. Whenever I call I am put on hold and then told the warehouse manager has stepped out and they will get back to me and never do. No wonder they can not keep track of what they receive. The manager has always stepped out and is never there. Please help.

  

  Business Response

  Date: 01/09/2025

  Mr. *******, Thank you for the opportunity to respond to your concerns regarding your experience with Freedom Solar LLC (Freedom Solar, we, us, or our). We aim to give all of our customers an outstanding experience so were disappointed to hear about your situation. Your case has been assigned to a member of our *********************** and they will be reaching out to assist you as soon as possible. We greatly appreciate your patience while we work to resolve this issue. Thank you. 

   

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *******

  Customer Answer

  Date: 03/04/2025

  Complaint: 22735488
  
  I am rejecting this response because:

  I have filed a complaint previously with the BBB. They promised to fix my issue and I believed them. BIG MISTAKE. Would you please reopen this complaint since my system stopped working properly in August 24. I purchased in March 24. It has not worked properly longer than it worked properly but all they do is put me off and never fix it. They promise they are coming but a company that installs solar panels can not find a solar panel to fix my system. Why do they remain in business.

  
  Regards,
  
  ****** *******

  

  Business Response

  Date: 03/11/2025

  Mr. Rameri, Thank you for your continued patience. Your service ticket remains open and is actively being addressed by our service department.

  
  We have replaced two faulty MI's and, during troubleshooting, identified that one of your panels also requires replacement. A warranty replacement request has been submitted, and we are coordinating with the manufacturer to expedite the process.
  
  We understand that the warranty replacement process can take time, and we are committed to restoring your system as quickly as possible. We will continue to provide updates as they become available.
  Thank you for your time and understanding.

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Freedom Solar Power sold me a solar system for my home. Part of the package was an app that allowed me to monitor my system in real time. They recently announced that they will no longer be providing that service because the company that ran the app went bankrupt. The email gave contact info for another company that Freedom stated would be taking over. The problem is that the new company wants $700 to activate the app for me. I have already paid Freedom for this service and should not have to pay again.

  

  Business Response

  Date: 11/14/2024

  Thank you for the opportunity to respond to your concerns regarding your  experience with Freedom Solar LLC (Freedom Solar, we, us, or our). We aim to give all our customers an outstanding experience, and were disappointed to hear that you are not satisfied with our services.
  
  Freedom Solar Power had no influence over SunPower's business practices/decisions so at no fault of our own SunPower has gone bankrupt. Freedom Solar Power is a solar installation service provider and not a manufacturer of products, like the monitoring hardware and software in question here. Freedom Solar installed the products set forth in your contract, and neither the contract nor our 25-year workmanship warranty covers hardware issues such as this. Furthermore, to our knowledge, the hardware and software currently still works. Enphase is one of several options on the market, and the $699 covers removal of your SunPower monitoring hardware, installation of the Enphase monitoring hardware, and connection to your existing solar system - both materials and labor are covered. You are also not in any way obligated to purchase the Enphase monitoring hardware so please don't feel pressured to do so and you can certainly explore other options on the market; we simply wanted to share with you the option that we felt was the best for our customers. It's also important to note that multiple Freedom employee's have purchased ********************************* and are in the exact same position that you are.
  
  Thank you so much for being a loyal Freedom Solar Power customer. We truly appreciate your support and understand how concerning this situation with SunPower's chapter 11 bankruptcy filing must be for you. We know this news has created a lot of uncertainty across the entire solar industry, and were navigating these challenges alongside you. Thank you again for your continued trust in us. Were here for you every step of the way.
  
  Thank you,