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 - Austin

  900 E Old Settlers Blvd Ste 275 Round Rock, TX 78664

• 

  Freedom Forever El Paso

  12135 Esther Lama Dr Suite 1100 El Paso, TX 79936

• 

  Freedom Forever Massachusetts, LLC

  135 Robert Treat Paine Dr Taunton, MA 02780

• 

  Freedom Forever

  415 Industrial Ct Greer, SC 29651

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:04/17/2025

  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.

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

  Business Response

  Date: 04/24/2025

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

• Initial Complaint

  Date:04/16/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/18/2025

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

  Customer Answer

  Date: 04/22/2025

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

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

  
  

  Business Response

  Date: 04/25/2025

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

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/18/2025

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

• Initial Complaint

  Date:04/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/17/2025

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

• Initial Complaint

  Date:04/10/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/18/2025

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

  Customer Answer

  Date: 04/18/2025

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

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/15/2025

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

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/11/2025

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

  Customer Answer

  Date: 04/11/2025

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

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

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

  
  ******* ******
  
   

  
  

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have leaks on my roof from this solar installation. They came and removed the solar 10/25/24 and have never reroofed my house so that the solar panels can be reinstalled. I have been in phone contact since the removal, workers have come and taken pictures of the damage inside and out, and I get the runaround day after day. Meanwhile, I am paying payments for the solar panels, with no energy being converted, and also paying my full electric bill! My husband died in 2022 and I am trying to handle all of this on my own. Please help me.

  Business Response

  Date: 04/11/2025

  
  Dear ******* Family,
  
  Thank you for bringing your concerns to our attention. We understand the frustration caused by the delays in your project and the roof leak you experienced, and we want to assure you that your concerns are being taken seriously. To ensure you receive the support you need, we have assigned you a dedicated point of contact.
  
  Your point of contact called you on April 8th to assure you that your project is being managed with both urgency and care. We are actively coordinating with our Branch and Roofing Manager to determine the next steps.
  
  We recognize the challenges youve experienced and truly appreciate the opportunity to continue assisting you. A follow-up is scheduled for April 15th, 2025, at which time we will provide any available updates regarding your request.
  
  Our primary goal is to resume progress on your project as swiftly as possible and ultimately reinstall your original system to your satisfaction.
  
  We truly appreciate your continued patience as we work towards a resolution.
  
  Should you have any questions or require further assistance in the meantime, please dont hesitate to reach out. We are here to support you every step of the way.
  
  Best regards,
  Freedom Forever

• Initial Complaint

  Date:04/06/2025

  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.

  In early July 2024, I inquired about getting Solar Panels with a sales *** that had come to by house. I agreed to discuss and expressed interest in getting Solar Panels. It was explained to me that the process would involve a proposed system design, a site survey and that we would need to verify my credit score and apply for financing. It was stated that the loan would officially close unless the project moved forward to completion and that I had the right to cancel. In August, I decided to pause this project while exploring a home refinance and to get costs for converting all of my home appliances to electric. Around September, I decided to cancel and informed Freedom Forever of this decision. In March 2025, the financing is still on my credit ***ort and the lender is refusing to remove it stating that Freedom Forever declined to verify that the project was canceled. I reached out to Freedom Forever and they state that they have now escalated the cancelation, but it has to go through a queue for processing. I can't get an answer as to why it is taking over 7 months and just now placed in a queue, why they declined to verify cancelation with the lender, and I can't get them to remove this from my credit ***ort even though the project never started, was canceled, and the loan never closed. To be clear, no work was ever performed for this project. This is negatively impacting my ability to obtain credit and is harming my DTI ratio. It is unacceptable that this can't be immediately resolved after 7 months of notice and that they refuse to notify/approve the lender to have the loan removed from my credit ***ort.

  Business Response

  Date: 04/09/2025

  Hello ***** Family,
  
  Thank you for reaching out to us and for sharing your concerns regarding your cancellation. We completely understand the frustration this situation may have caused, and we want to assure you that we are actively working to resolve it as quickly as possible.
  
  On April 9th, you spoke with your point of contact, who confirmed they would be overseeing the project until the cancellation is fully resolved. A follow-up has been scheduled for April 16th, during which they will provide you with any available updates at that time.
  
  We truly appreciate your patience and understanding throughout this process. Please dont hesitate to reach out to your point of contact if you have any questions or need further assistance. We are here to support you.
  
  Best regards,
  Freedom Forever

• Initial Complaint

  Date:04/02/2025

  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.

  The discussion of installing solar panels began April 2024. At that time the salesman ****** ***** came to the residence and started the process. We were clear with him that we would be leaving for an extended time in late July or early Aug 2024. Briton filled out the forms for a loan with ****** financial and the paperwork to proceed with AVISTA utilities. Approximately June 15th a crew arrived to install the solar equipment. The installation supervisor within 30 minutes onsite realized they had been given the wrong brackets to install on a pole building style roof. We tried contacting the salesman Mr. ***** with no response. After a few days we called the company and found that the salesmen are contracted and do not engage with the customer after the sale. The company did not have an estimated time to reschedule the installation. So, the discussion between a customer service representative and us we decided to cancel the project on 06/21/24, since we were leaving the area for six months. I began following up with Freedom Forever in September 2024 since I was receiving calls from AVISTA utilities and state of Washington L&I inquiring about the status the project. Which I discovered that Freedom Forever had not canceled any of these permits. So, I had AVISTA and L&I cancel the project permits. At the s I inquired about the loan since it was still showing active on our credit report. Since then I have followed up with Freedom Forever monthly with the same response that their cancelation department is working on the issue. **************** also tried contacting them in January and February with no response. All of the customer service **** including supervisors have been friendly and said each time they would escalate the issue but have failed to cancel the outstanding loan.

  Business Response

  Date: 04/03/2025

  Dear ********** Family,
  
  Thank you for reaching out to Freedom Forever and for sharing your experience with us. We understand how frustrating this situation has been and sincerely appreciate your patience throughout the process.
  
  Our records indicate that your designated point of contact spoke with you on April 3rd to confirm that your request is now on an escalated path toward cancellation with Mosaic. Please know that we remain committed to ensuring this matter is handled as efficiently as possible.
  
  We recognize the challenges you have encountered and truly appreciate the opportunity to continue assisting you. A follow-up has been scheduled for April 10th, 2025, to provide any further updates regarding your request.
  
  If you have any additional questions or require further assistance, please do not hesitate to reach out. We are here to help and support you every step of the way.
  
  Best regards,
  Freedom Forever    
  

  Customer Answer

  Date: 04/03/2025

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