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 - San Antonio

  4940 Eisenhauer Rd Ste 102 San Antonio, TX 78218

• 

  Freedom Forever LLC - Dallas

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

• 

  Freedom Forever El Paso

  12135 Esther Lama Dr Suite 1100 El Paso, TX 79936

• 

  Freedom Forever Nevada, LLC

  112 Corporate Park Dr Henderson, NV 89074

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:12/20/2022

  Type:Billing 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 purchased Solar for my home from Freedom Forever. My account contact is **** ******** (************). He made many promises to me when I decided to purchase the Solar.
  1) He promised I would get a check for ~5k as the difference between what I borrowed and what I owed. I've contacted him multiple times about this but he is ignoring me and not providing me a different path.
  2) He promised he would fix an issue with billing as my billing (loan payments) were deducted too early per him. This has not been fixed and I have made two payments already.
  
  I need help as I am being ignored by ****, and therefore Freedom Forever.
  
  Thanks,
  
  *******

  Business Response

  Date: 12/27/2022

  To whom
  it may concern,
  
  The
  homeowner located on South Ironwood Street in Gilbert, AZ states that he was
  promised a $5,000.00 check for the difference between what was borrowed and
  what is owed for the loan, and the Sales Rep promised reimbursement for loan
  payments because they were taken out too soon. The homeowner has made 2
  payments for the system. The system received PTO on November 09, energized on
  November 10, and the homeowner was notified by the monitoring team from Freedom
  Forever that the project is on and producing as of November 11, 2022. Freedom
  Forever would need written proof (screenshots or email) from the Sales Rep to
  escalate the issue at hand. Freedom Forever has attempted to reach out to the
  homeowner for any type of written proof that the Sales Representative made
  these promises. Mosaic (the financial company) begins billing 90 days after the
  contract is signed. Freedom Forever does not control when the finance payments
  start. The homeowner and his Financing company Mosaic have a separate
  contractual agreement that outlines their payments and due dates.  For reimbursement for loan payments, Freedom
  Forever can compensate for delays that Freedom Forever caused before PTO
  (Permission to Operate). There were no delays within the project, and it was
  completed 47 days ahead of schedule. Freedom Forever has attempted to reach out
  to the Sales representative to confirm what was promised to the homeowner, with
  no response.

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction:
  October 2022
  The amount of money paid out:
  $60K with a loan from Mosaic
  What the business committed to proved:
  A two day Solar system installation
  The nature of the dispute:
  1. Solar install not yet completed
  2. Caused electrical and physicals damage to my home
  3. Pool equipment may have been missed wired and may be a life safety hazard
  Whether or not has the business triad to resolve the problem:
  1. We have reach out to Freedom Forever numerous times with emails and phone calls
  2. they have become unresponsive and passive
  Account /order/ tracing numers:
  They use my address as an account ID, *** ********* *** ** ******** *** ***** 
  BBB:
  Please help us

  Business Response

  Date: 12/22/2022

  
  To Whom it may concern: Freedom Forever has received and
  reviewed the BBB complaint submitted by the customer Mr. ***** and the
  following is what has been relayed to the customer.
  
  Mr. ***** stated the following issues. 
  1) the solar install is not yet completed.
  a) This is due to Mr. ***** not allowing Freedom Forever on
  site to move forward with the installation.
  
  2 & 3) Caused electrical and physical damage to my home.
  Pool equipment may have been miss wired and may be a life safety hazard.
  a) It has been confirmed with the local branch manager that
  Freedom's crew never touched the main panel or the electrical for the pool. Mr.
  ***** has been informed that if he can provide a report from a licensed pool
  electrician stating that Freedom Forever was the cause of the damages. Freedom
  Forever would then reimburse the customer for all damages and cost of repairs.
  
  4 & 5) We have reached out to Freedom Forever numerous
  times with emails and phone calls. They have become unresponsive and passive.
  a) This is inaccurate. Mr. ***** spoke with customer support
  on 12/14/2022 and most recently on 12/19/2022. Mr. ***** is able to reach out
  to customer support as they have via phone, email and chat.
  At this time Freedom Forever is not talking fault for the
  customers pool electrical issues until the customer can provide proof beyond a
  reasonable doubt that Freedom Forever caused the damage.

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My solar panels were installed in October. The battery for the solar panels was installed in November. The battery was connected to the solar panels on December 1st. An issue occurred with the paperwork. Freedom Forever messed up and did not include the battery in the initial plans. I signed up for this project in May 2022. Freedom Forever did not discover this problem with the plans until December. The amended plans were approved by the City of San Antonio on 12/13/2022. We are waiting for Freedom Forever to request the inspection. In the meantime, the *** Permit is about to expire which means the process has to start all over again obtaining a *** Permit. ****** Financing has paid Freedom Forever in full. Freedom Forever has stated that they would offer reimbursement for the ****** Payments but only if I provide a W-9. They state that the W-9 is an IRS requirement and that is not true. I checked with an attorney. I am not required to provide a W-9 for the ****** reimbursement. I would appreciate it if Freedom Forever was a little more motivated to get my solar panels activated. I would also appreciate reimbursement of those payments.

  Business Response

  Date: 12/27/2022

  To Whom it May concern,
  
  Mrs. ***** signed the supply and installation agreement with Freedom Forever on May 7th, 2022. The project went into holding on May 17th, 2022, due to a change order that needed to be signed. The original contract did not have a battery on it, and this was not added until June 2022. Once the battery was added to the project the project was taken out of holding and began moving forward again.
  On July 8th, 2022, Freedom Forever began attempting to get the Homeowners association information from Mrs. *****. Which took until July 27th to obtain and submit to the homeowner’s association as anytime a solar project is installed in a neighborhood with a Homeowners Association. Freedom Forever and the customer need to obtain approval for installation.
  
  Once the Homeowners association approved the installation the interconnections team then submitted for pre-approval with *** Energy on Aug 13th, 2022. The permits were already approved by the City of San Antonio as of July 8th, 2022.
  
  Mrs. *****s' installation was scheduled for October 10th, 2022, due to the availability of the Tesla Powerwall and the branch. Per the notes, in the project, the battery was installed on the same day. After the installation on October 18th, 2022, Mrs. *****s' sales representative reached out to Freedom Forever to have a second Powerwall added to the project. This was not able to be added as the installation was already complete. Freedom Forever does not allow batteries to be added to a project post-installation. Due to this, a second battery could not be added.
  
  Once the installation was complete Mrs. *****s' project went into the inspection phase in which the system is finalized and prepared for the final inspection. The project needed to have a module swap due to the global supply chain shortages that have affected the supply chain of many items. As this called for a change in permits, they were not submitted until after the line side tap was completed with the utility company on 12/01/2022. The revisions were not submitted before this was completed to ensure multiple changes were not needed.
  
  The plans and permits were submitted to the city on December 12th, 2022, and received the following day on December 13th, 2022 with the module change and the battery. With plan revisions being submitted Freedom Forever needed to submit to *** for the pre-approval to also be revised. This has been completed and once the pre-approval is finalized with ***. The inspection can be scheduled for Mrs. *****s.
  
  Freedom Forever as a courtesy to customers will reimburse loan payments made before permission to operate is granted. This is not outlined in the supply and installation agreement as finance agreements are through a third-party company and as Freedom Forever did not write the contract we cannot hold or comment on its contents. However, per Freedom Forever and the IRS Requirements:
  
  A W-9 is required of all customers who receive monies from Freedom Forever per the Internal Revenue Service. The IRS requires entities that make payments to others to obtain a W-9 (see instructions): An individual or entity (Form W-9 requester) who is required to file an information return with the IRS must obtain the correct taxpayer identification number (TIN) which may be a social security number (SSN), individual taxpayer identification number (ITIN), adoption taxpayer identification number (ATIN), or employer identification number (EIN), to report on an information return the amount paid, or other amount reportable on an information return. Depending upon a homeowners' tax situation, a refund/reimbursement may or may not be taxable. 
  
  Freedom Forever is unable to give tax advice and recommend payee's keep all expense invoices and receipts that relate to the payment received (for example, finance payment statements, subcontractor invoices, repair and maintenance supplies and expenses, etc.) and reach out to a tax advisor to obtain guidance on how to treat these expenses on his/her/their tax return.
  
  If Mrs. ***** does not sign a W-9 as required by the Internal Revenue Service, the ****** statements will not be refunded by Freedom Forever. As Freedom Forever must follow all Internal Revenue Service requirements.

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2022, I signed a contract with Freedom Forever to build me some solar panels. It's almost the end of the year no I have not received one call from them. When I call them All they say is that they will reach out to my service rep and I don't hear from them again. Now the loan that I took out to pay for it through them is charging me and I can't get any answers from Freedom Forever. Please help!

  Business Response

  Date: 12/20/2022

  To whom it may concern, 

  
  

  On December 19,2022 Mr. ******* called into Freedom Forever customer support line and requested to cancel his project, the request has been expedited and Freedom Forever renewable finance team is working on cancelling the Mosaic loan. 

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my solar panels installed August of 2021 it is not December 2022 and we did not pass inspection for I don't know how many times now. I have been paying on time every month for a service that has not been provided on top of also paying my regular Electricity bill. This has become a burden and I see no resolution in sight. I would like the BBB to investigate this company as I am not the only person with the same issues. I feel scammed out of thousands of dollars and would like a full refund and removal of the panels.

  Business Response

  Date: 12/19/2022

  To whom it may concern,
  Mr. ******* purchased a solar system with Freedom Forever on
  08/30/2021. The system was installed on October 13, 2021. Mr. *******’s utility
  company MID requires solar systems not to produce more than the previous usage.
  The system that was sold to Mr. ******* by Sunder Energy was set to produce 45%
  more than the previous usage. The utility company required the system to be
  downsized. The system being downsized was completed on April 4th,
  2022. The system passed the final inspection on 12/12/2022.
  
  However, the project has been delayed due to Mr. ******* not
  signing the required change order which was originated and sent to the customer
  on 12/01/2021. This change order has been sent to Mr. ******* and has not been
  signed. Currently, Mr. ******* is a roadblock to his project’s completion.
  Freedom Forever’s escalations team will be reaching out to Mr. ******* to
  assist in getting the project moving forward. This is outlined in the supply
  and installation agreement as a customer-caused delay.
  
  9.2 Customer-Caused Delay. For purposes of this
  Agreement, “Customer-Caused Delay” means delays caused by the Customer’s
  failure to comply with the Customer’s obligations under this Agreement, and any
  other delays caused by the Customer, the Customer’s agents, or separate
  subcontractors.
  Freedom Forever must comply with requirements set forth by
  not only the cities and counties. Freedom Forever also must comply with utility
  requirements. As stated in the supply and installation agreement signed by Mr.
  *******
  
  2.1. Work. Freedom Forever shall provide the Customer the
  following services at the address of **** ********** Way, ******, CA ***** (the
  “Property”) on the terms outlined in this Agreement (the “Work”):
  a. Install the System and its components as described on
  the cover page, which includes design, supply, and installation of all
  photovoltaic panels, inverter(s), AC & DC disconnects, wiring, conduit and
  overcurrent protection, and racking placement.
  b. Obtain necessary permits and submit the necessary
  paperwork to receive permission to operate and/or interconnect with the
  electric utility provider.
  1. Freedom Forever cannot promise or guarantee the date
  your electric utility provider will provide permission to operate. Customer may
  not turn on the system until the electric utility provider has given its
  permission to operate. Customer is liable for any costs and/or damage relating
  to premature activation of the system.
  
  Mr. ******* is not able to cancel the project as the cancelation
  window has passed. As stated in the supply and installation agreement customers
  have a 3-day cancelation window. As stated below and outlined in the supply and
  installation agreement.
  
  CUSTOMER RECEIPT OF: NOTICE OF CUSTOMER’S RIGHT TO CANCEL
  You, the Customer, have the right to cancel this contract
  within three (3) business days, or five (5) business days if the Customer is at
  least 65 years old. You may cancel by e-mailing, mailing, faxing, or delivering
  a written notice to the contractor at the contractor's place of business by
  midnight of the third (3rd) business day, or fifth (5th) business day if the
  Customer is at least 65 years old, after you received a signed and dated copy
  of the contract that includes this notice. Include your name, your address, and
  the date you received the signed copy of the contract and this notice. If you
  cancel, Freedom Forever must return to you any amount paid by you prior to
  cancellation within ten (10) days of receiving the notice of cancellation. For
  your part, you must make available to Freedom Forever at your residence, in
  substantially as good condition as you received them, goods delivered to you
  under this contract of sale. Or, you may, if you wish, comply with Freedom
  Forever’s instructions on how to return the goods at Freedom Forever’s expense
  and risk. If you do make the goods available to Freedom Forever and Freedom
  Forever does not pick them up within twenty (20) days of the date of your
  notice of cancellation, you may keep them without any further obligation to pay
  for them. If you fail to make the goods available to Freedom Forever, or if you
  agree to return the goods to Freedom Forever and fail to do so, then you remain
  liable for performance of all obligations under the contract.

• Initial Complaint

  Date:12/14/2022

  Type:Sales and Advertising 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.

  Are you ever promised something that sounds good and would be beneficial to you especially during this difficult financial year? Well, Freedom Forever Solar Panel Company is doing what every other solar company is doing, promising  help with your electrical bill if you sign up with them and purchase solar panels.  Now that it is time for Freedom Forever to start to install solar panels and to make good on their promise to help me with my electrical bill.  They are claiming that they would never have agreed to do this. They stated that their salesman never had their permission to offer that and that it is not listed in their contract. I did check the contract and it stated that they would help with any kind of rebates or tax credits, but the salesman, Derek Hansen, promised that Freedom would pay the power bill for a year so that I wouldn't be bogged down with both the electrical and solar panel payments until the panels leveled out. I would like for you to investigate this company to so that others, especially the elderly or those on fixed incomes are not targeted and taken advantaged of by corrupt and deceitful people who prey on those who aren't aware of all of the pitfalls that exists out there.  Solar panels are a catch phrase that is very popular right now especially with the Green House effect.  So people are willing to do anything to help out.  The tax credits promised and electrical bill payments promised sound wonderful.  Sometimes too good to be true.  There are good companies out there, but here is a bad one.  Please check into them and stop them from hurting other people. 
  Thank you so much for your time.

  Business Response

  Date: 12/15/2022

  To whom it may concern, 

  
  Mrs. ******** has stated that Freedom Forever promises to
  help with your electric bill upon signing up for solar. Freedom Forever does
  not guarantee savings on utility bills. Freedom Forever only guarantees
  production which is outlined in the supply and installation agreement as stated
  below. 

  
  6.1 No Savings Guarantee. Freedom Forever has not
  guaranteed, promised, or otherwise represented any reduction in electricity
  costs in relation to the System that will be installed on the Property, and
  further provides no warranty or guarantee with respect to any cost savings from
  the use of the System. 

  
  Freedom Forever has 3rd party companies such as Caliber
  Solar LLC which sell solar systems for Freedom Forever. As these are 3rd party
  companies and Freedom Forever is not present at the point of sale. Freedom
  Forever cannot honor what is stated by a sales representative unless the
  customer has this in writing. Anytime customers have proof of promises made by
  Sales Representatives in writing Freedom Forever escalates this to have the
  promises honored. If the customer does not have anything in writing this is
  taken as hearsay and cannot be honored. Freedom Forever can only honor what is
  in the supply and installation agreement. Unless otherwise proven beyond a
  reasonable doubt by the customer what was promised in writing. 

  
  Freedom Forever’s supply and installation agreement does not
  state in any way that Freedom Forever will assist with Tax Credits. It does
  however state that Freedom Forever will assist in applying for state and local
  incentives or rebates. Please see this portion of the contract below: 

  
  4.6 Incentives. Depending on the state and/or utility
  district in which Customer resides, Customer may be eligible for state and
  local incentives and/or rebates. The incentive and/or rebate calculations
  provided to the Customer are estimates. Those estimates are based on certain
  assumptions that may not be applicable based on the circumstances specific to
  the Work. However, actual incentives and/or rebates are variable as are
  eligibility requirements, funding availability, and rates which may change. In
  an effort to assist Customer in capturing any applicable incentive and/or
  rebate, Freedom Forever will use good faith and reasonable efforts to help
  Customer to secure applicable incentives and/or rebates, but Freedom Forever
  shall have no financial obligation to the Customer regarding actual incentive
  and/or rebate amounts received. The customer agrees to pay the Total Contract
  Price in full regardless of the actual amount of any incentive and/or rebates
  the Customer may or may not receive. The customer agrees to provide all
  necessary assistance to Freedom Forever to capture an incentive and/or rebate
  including but not limited to requested documentation and signatures on
  additional paperwork. The customer is responsible for any taxes and/or
  assessments required by federal, state, or local governments or related
  regulatory agencies or utilities

  .
  Mrs. ******** has stated that she would like assistance with
  her utility bills for an entire year. This is not stated anywhere in the supply
  and installation agreement with Freedom Forever. Furthermore, Mrs. ********
  stated to customer support on 12/08/2022 that she would like the project
  canceled. Due to this Mrs. ********’s project is currently in the process of
  cancelation. Which takes anywhere from 2 weeks to 60 days to be
  completed. 

  
  Thank you, 

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told I would get an $8000.00 cash rebate and I had a failed inspection in September because shingles were cut to far back exposing the raw wood of the roof. I was told the following day they would be back to repair. After text messages assuring the repair no one came out. I called requesting to speak to corporate and my complaint was noted. I was told I would get a follow up in 3-5 business days. That never happened. I got a text on 12-12 saying they will inspect my house the 15th. I texted asking before they come out I want to speak to someone in corporate. I'm really upset because I'm paying for the service since September and it not on. Bad business ethic no integrity or follow up with the customer. My roof is exposed to the elements due to their mistake and not following up. At this point I don't feel comfortable doing business with a company that won't be accountable for the pre mistake. I have zero confidence in the company and system of I had Future issues. They probably will sweep it under the rug and still collect my money without being serviced. Please help me with this company taking full advantage of me and my family.
  
  Thanks
  ****** *******

  Business Response

  Date: 12/19/2022

  
  To Whom it may concern: Freedom Forever has received the BBB
  Complaint from the customer ****** *******, and the following has been found
  and relayed to Mr. *******.
  
  Freedom Forever has contacted Mr. ******* to go over his
  complaint due to the lack of communication regarding the proper inspection
  corrections needed for it to pass. During the installation on 08/26/22, a
  section of the shingles was cut too far back. That is what caused the inspector
  to fail the inspection on 09/20/22. There was a disconnect in getting back out
  to make these corrections until 12/19/22 when we confirmed with Mr. ******* for
  us to return on 12/21/22 to gather photos of the shingles so we may get a
  proper estimate on repair costs.
  
  This has all been relayed and confirmed with Mr. *******, as
  well as the rebate mentioned.
  Mr. ******* has been informed that Freedom Forever is not in
  control of the rebates as that is something from sales and sales reps. Mr.
  ******* has confirmed he has contacted his sales rep to go over the rebate on
  12/26/2022.

  Customer Answer

  Date: 12/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 185****3, and find that this resolution satisfaction is pending upon the inspection date. The weather may delay the inspection date. I will be satisfied once the inspector verifies with me the steps to correct the problem and move forward. Once the sales rep on 12-26-22 Contacts me as promised to discuss the contract. I will be happy to follow up with a response. I'm hoping my situation gets resolved. Thank you. 

  
  

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Six months ago, we signed a contract to place solar panels on our roof with Freedom Forever. Our sales representative's name is ***** ******. He gave us a timeline which seemed reasonable to us for completion of the project. At the onset we and he came to an agreement that our electrical box needed to be updated to accommodate the number of panels that would be placed on the roof. The panels have been installed but they do not work because an electrical company came and determined that the driveway and our neighbor's front yard would have to be dug up in order to update our box. We call Mr. ******, and he does not return our calls. We call his manager and get the run around as to what he will do to help get the project completed. He never calls back with any updates. I have emailed customer service. I get a response indicating they have received my complaint, but again no information as to when this project will be finished. We took out a loan to pay for the solar and I have made two payments. ***** ****** the rep. told me to submit the receipts for payments and Freedom Forever would reimburse us. I have been notified they received my receipts but am told it takes up to a month to process. This too is not right. Today we called ***** ****** and now he tells us that he gave us a quote too low to complete the project with the addition of the new electrical box and the digging of the driveway and the neighbors front yard. He says the additional funds for both of those needs will have to come out of his own pocket. So, now I suspect, the project is placed on further hold due to the fact that he doesn't want to lose money on the installation. All in all, the frustration level for installing solar on our home has been a nightmare in my opinion. This company has not been professional in any way. I would like your help to resolve this matter if possible.

  Business Response

  Date: 12/19/2022

  
  To whom it may concern,
  
  The loan needs to increase, or the SOW needs to decrease by
  removing the electrical work from the project. The main panel upgrade is not
  required to have the project commissioned or to increase functionality. It was
  at the homeowner's request, for the main panel upgrade and not required by SMUD
  - Sacramento Municipal Utility District, the utility company. Solar
  installation is considered a construction project, and the utility can come
  back and say that additional work is required to fulfill the customer’s request
  for the main panel upgrade. Since the main panel upgrade is not needed and is
  requested by the homeowner; the homeowner is responsible for any additional
  unforeseen charges that come with it. This is outlined in the customer’s Supply
  and Installation agreement under Article 6.
  Freedom Forever cannot speak on behalf of ***** ******’s
  communication or lack thereof, however, Freedom Forever does provide multiple
  outlets to contact customer support for any questions about the project.
  Currently, there is an active open ticket for the sales representative to
  address to move forward with the requested electrical work.
  
  
  2.2 Exclusions. Any alteration or deviation from the above
  specifications, including but not limited to any additional material and/or any
  labor
  costs incurred by such alteration or deviation, are not part
  of the Work, and shall only be executed pursuant to ARTICLE 6 of this
  Agreement,
  with the costs solely borne by the Customer. These
  alteration and deviation include but are not limited to:
  a. Upgrade of existing main service panels, sub-panels or
  switchboards (if necessary).
  b. Upgrade, replacement or repair of existing roof, or
  supporting roof structure.
  c. Tree removal, fencing, weed abatement, curbing, gravel or
  landscaping.
  d. Non-standard groundwork (such as on difficult soil
  conditions).
  e. Additional grading, rock/boulder removal, blasting,
  coring, soil testing, compaction for footings, and trenching.
  f. Structural engineering calculations or analysis of
  existing structures.
  g. Habitat studies, additional inspections or fees of any
  type.
  h. Additional permitting requirements by local building
  authorities or jurisdictions, such as zoning, land use, architecture, planning,
  habitat,
  environmental, etc.
  i. Additional exclusions described on page one of this
  Agreement, initialed by both Parties.

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Solar panels were installed Aug 25th 2022, electrical work with meter and electrical panels were installed about a week and a half later. Electrical panel failed inspection because contractor cut a slot for breaker and that is againt code. Installation cost for the solar panels was around 27,000 dollars, I have reached out several times to ******** ***** her number is ###-###-####, I have contacted their customer support line Customer Support is ###-###-####, and I get put on hold, for 30 to 45 minutes, and never get through I am totally frustrated and at my wits end,

  Business Response

  Date: 12/14/2022

  To Whom it may concern:

  Freedom Forever received the BBB complaint from the customer Dennis ********* on 12/12/2022 and the following information was found and relayed to Mr. Archuleta. Freedom Forever contracted out the electrical work to be completed and the contractor cut into the dead front for a PV breaker slot. The inspection took place on 11/01/2022 and failed due to the custom slot that was cut out of the dead front. The customer has been notified of this on 11/23/22, 12/02/2022, and again on 12/8/2022. Freedom Forever requested for the proper dead front to be ordered so that it can be installed, and we can request a re-inspection. The delivery is expected to arrive on 12/14/2022 as soon as the arrival is confirmed we will be contacting Mr. ********* for a date to install the proper dead front.

  
  For BBB visibility only: The customer has contact with Freedom Forever and is being kept up to date on his project.

• Initial Complaint

  Date:12/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased solar and a roof from freedom forever, the roofers came and did the job and didn’t get signed off by the city with correct inspection, the job was not completed correctly and left out a few things, the roofers also left a ton of material. After not being able to solve due to lack of communication for weeks and not getting a email back or a phone call back from them I pretty much gave up on the roof stuff. The solar team came out, they came one day then disappeared for 2 weeks job took 2-3 weeks to “complete” when I was told 1 week max. The job was completed, the solar installers broke 250 tiles and made holes in my roof, there are leaks and water came through into my kitchen, they came back on 3 different occasions 2 times being a weekday after 8pm to tarp because of leaks. The tarp has blown off 3 times now. I got a third party inspection and the report shows the job is much worse than freedoms is leading on and is “the worst install” the 3rd party has ever seen, due to the tarps the solar does work and I am being charged monthly by financing company because solar was signed off (I don’t understand how a city official could sign this job off) we are now going on 1.5 months through thanksgiving and now into Xmas with zero resolution, the lack of communication and the lack of taking responsibility is absolutely appalling. I don’t know what to do anymore as I feel my backs against a wall. I have non working solar, broken roof and payments every month.

  Business Response

  Date: 12/16/2022

  To Whom it May Concern,
  
  Mrs. ******* purchased a solar system with Freedom Forever,
  and at the site audit it was found a re-roof was needed. The roof work was
  completed on 09/19/2022. Freedom Forever has verified with Roofworx that the
  roof work that was completed has been inspected and passed by the City of Simi
  Valley.
  
  Anytime Freedom Forever works with a Sub Contractor such as
  Roofworx the contractor handles all communication with the customer as far as
  scheduling and work completion. If the contractor left any materials behind the
  contractor would need to work with Mrs. ******* to resolve them.
  
  Mrs. *******’s installation was scheduled for 10/17/2022.
  The crew did have to complete the installation in multiple visits due to the
  Tesla Powerwall and electrical work that needed to be completed as well as
  conduit painting and placards being placed. As this is a construction project
  when a crew is on sight there might be times where unforeseen
  circumstances arise. When this occurs a customer’s installation can be extended
  due to the extended work. The installation began on 10/17/2022 and was finished
  on 10/25/2022 taking a total of 8 days for completion.
  
  Mrs. ******* did have about 300 to 350 tiles broken at
  installation. The branch manager did advise that Mrs. ******* needed to have
  drywall repairs completed on 10/27/2022 in which our project management team
  began working on getting this repaired. Anytime Freedom Forever must work with
  a sub-contractor we will contact multiple contractors who are onboarded with
  Freedom Forever to complete the work. This does take time to complete.
  
  Due to the timeline and the roof tiles being broken Freedom
  Forever’s escalation team was looped into the repairs on 11/07/2022. On
  11/09/2022 it was reported that the roof had begun to leak due to the missing
  tiles. The following day the project was assigned to ****** M. who has been
  assisting Mrs. ******* with the tile replacement, roof leak, and drywall
  repairs.
  
  A tarp was placed on the roof to prevent further leaks. With
  any tarp being placed on a roof or any object wind can and will cause the tarp
  to become loose and subsequently come off. Mrs. ******* was aware every time
  that the crew was being sent to replace the tarp. The crews came to replace the
  tarp at the request of Mrs. ******* and ****** M. in Escalations.
  
  Roof repairs and roof leaks do take time to be completed. In
  Mrs. *******’s case, this took longer than normal due to the extent of the work
  that needed to be completed. Mrs. ******* and Freedom Forever have agreed on
  the roof repairs. ****** M. is working with Mrs. ******* on coordinating the
  repairs that are needed for the customer.
  
  Freedom Forever will reimburse solar loan payments up to
  permission to operate. As Mrs. *******’s project is completed and repairs are
  needed. Freedom Forever management has been asked for approval of compensation
  for the loan payments. In most cases, Freedom Forever would have this time
  addressed in the System Performance review claim request at the year
  anniversary of permission to operate. For Mrs. ******* Freedom Forever is
  looking into other options due to the extent of the problems that Mrs. *******
  has had. ****** M. in the escalations department will advise Mrs. ******* as
  soon as a decision has been made.

  Customer Answer

  Date: 01/11/2023

   I am rejecting this response because:
  
  
  

  We purchased a roof and solar from Freedom which has been paid for in full and hasn’t been completed in going on 4 months now. In your rebuddle you make it seem like you are doing every to fix problems. This is a lie, you have been paid in full and my roof has been leaking into my home, my solar has been taken off the roof for when the time comes to fix it. I have been asking for a timeline from ******* ***** since the first of Jan with zero response, in fact the only thing she responds to is the trap blew off again and water is leaking into my home and its “ill get on it” then it rains all night leaking and a crew shows up the next day after a full night off rain. (we are going on 5 re-tarps) 1 re tarp from the roofers as well as freedom. YESTERDAY FREEDOM HAD THE NERVE TO SEND THE SAME CREW OUT WHO DAMAGED THE ROOF IN THE FIRST PLACE AND WERENT CAPABLE OF DOING THE JOB CORRECTLY THE FIRST TIME INSTALLING MY SOLAR, I guess freedom is ok with keeping employees who can’t do their job.

  
  

  I continue to get the run around with xmas and New Years being the factor of why everything taking so long. In your rebuddle you also talk as if you guys are on top of everything and moving so quick but you aren’t and you have been paid in full without doing the work correctly. I paid 50k for a brand new roof then freedom comes to do the install and breaks 300 tiles (the independent inspector I hired says its the worst job he has ever seen in his time doing this). They hook up the solar they don’t  label anything on my panel and they leave with 300 tiles on the roof telling me this is normal and they will get it done quickly….I will restate we are going on 4 months and its not fixed and they have been paid. So basically I paid freedom 100k+ to come out ruin my roof not fix it and remove the solar and now I have to wait and not get emails, phone calls or text messages returned in the process and chase them down. I demand a timeline in this time line workers don’t show up and knock on my door without scheduling the work (this has happened 5 times now) a  timeline with correct time it will take to finish, a timeline where when they say they will be back tomorrow they come back and don’t disappear for 5 days. Expect a reimbursement on every payment I have made while my solar wasn’t working due to tarp over it, solar panels removed and taken down, Not at the end of the year the day they finish the solar and roof and its working. I should be asking for my power bills paid as well since you have been paid and are responsible for the job but I just want this to be finished.

  
  

  All of the things I’m asking for are very reasonable, I am simply asking for freedom to do there job, if this was my company I would have guys work around the clock to fix this, I would bend over backwards to right a wrong made.

  
  

  I totally understand you work for freedom and have a job to do but what about me, what do I get for this nightmare I have gone through, do I get my time back I have spent calling, chasing, waiting, babysitting, middle of the night guys in at my home on my roof while my 2 year old sleeping. What about the stress this has caused my wife and I, the constant arguing because I wanted solar and explained how great it would be (she wants the solar gone and the roof fixed and that’s that’s) what about the leaks in our home, water pouring into our kitchen, through multiple sites in the roof, cracks in ceilings now, how about never getting explained how the entire system work, how to work it having to do the research myself and have another company come out say them to teach me, how about tarps on my roof for 4 months for my neighbors to stare at broken tiles all over a brand new roof, I work hard for my money and its devastating to come home everyday and see this, this is my home where I am raising a child and when I get home from work here a stress that overwhelms happiness when I pull into my driveway and see my roof. Its nauseating. Whats even better I paid you for this! I just want this over with and finished, I don’t want to start a lawsuit, I don’t want more headaches. I would like to live in my home with my new solar and new roof and be happy again.

  
  

  
  

  I will promise you this if I keep getting the run around you and this isn’t taken care of quickly you leave me know choice but to escalate this.

  
  

  Like I said I have documented every single step, I have tons of emails, and text that have been sent read and never responded to, I have 100’s of pictures of the work. Say what you want but I have all the physical proof from day one.