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 Massachusetts, LLC

  135 Robert Treat Paine Dr Taunton, MA 02780

• 

  Freedom Forever Florida, LLC.

  2010 51st Ave E Unit 111 Palmetto, FL 34221

• 

  Freedom Forever - Austin

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

• 

  Freedom Forever Solar

  Lubbock, TX 79407

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:07/03/2022

  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 wife ***** and I had a couple of consultations with the sales rep **** before signing a contract with Freedom Forever, LLC. We were told our payment would be a certain price per month and that after about 45 days of the system online we would not have another electric bill. It could have been online by January 15, 2022 but delays from company hired electricians, to city code people, to Oncor not getting proper forms, to my electric provider not being notified when I was assured they had been. I was told my electric provider was a 1-1 buy back provider for energy the panels produced then I called (***** Energy), and was told they only pay back 30% of energy coming from my panels, not 100% as I was told. And they never received the Oncor form as I was told they were sent. The Finance Company also put a lien on our property not disclosed by the salesman ****, who only told us what we wanted to hear to keep us purchasing the product, not actual truth. My wife and I are still getting the solar panel, and full electric bill payments now for the past 4 months and Freedom Forever representative tells me they can’t do anything but put in a work order to see if the panels are producing what they claimed they would but wouldn’t reimburse any of the double payments. The rep said they only guarantee the output not the savings. We provided the sales rep with our last 12 electric bills and he averaged them, and said we would be saving approx $80 per month with the solar panels. That to me was the biggest reason to purchase, was the SAVINGS my wife and I were promised. We were also told by the sales rep ****, that even if our electric usage was more than the average or energy produced, the company paid for that, that we would never have another electric bill. Another big selling point!! Now **** says we’ll you will have like a $10 solar fee on each electric bill which he didn’t mention at the sales meetings. Still no one from Freedom Forever has shown up to check the system.

  Business Response

  Date: 07/06/2022

  After reviewing the BBB Complaint for the customer ***** *****, the following was found.

  After speaking with the Sales rep, I was able to confirm that they had told the customer that they would be able to get the 1-for-1 buy back for the excess energy sent back to the grid.

  I confirmed with the customer as well that they had found a 1-for-1 buyback. I explained to the customer that what the rep was referring to when stating that we would take care of the missed production, is if the system failed to meet the production guarantee. Then we would compensate for the missed production at the year mark.

  I also want to highlight that in Article 6 of the customers signed contract it states that Freedom Forever does not guarantee any utility savings.  Freedom Forever only guarantees system production which is is Article 8 of the customer signed Freedom Forever contract. 

   

  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 guaranty with respect to any cost savings from use of the System. 

  
  

  8.1 Freedom Forever will provide the Customer a production guarantee, as set forth in EXHIBIT A. 

  Customer Answer

  Date: 07/08/2022

   I am rejecting this response because:
  
  I have talked to the business by text and email and sent all those text to him. I told him by their sales person making promises verbally and in written text contrary to what was in the contract to get the sale past our objections that were not factual was definitely deceptive trade practice and unlawful. All he offered was to talk to the sales rep and correct him but nothing to fix our issues. Thanks for anything you can do to help. We feel they should come get the equipment off our roof and void out our contract and refund our money we have spent.
  

  Business Response

  Date: 07/19/2022

  We apologize for the false promises that were made by your sales rep, who is not employed by freedom Forever. Freedom Forever was contracted by your sales rep only to install and service the system. Freedom Forever will abide by the contract which was signed by the homeowner. Freedom Forever does not guarantee utility savings only system production. 

  Customer Answer

  Date: 07/20/2022

   I am rejecting this response because: The sales rep may not have been employed by Freedom Forever, but was retained by your company to represent your product and sell your product in good faith. My wife ***** ***** and I were given several misleading statements as to how your contract would perform. I want your company to come pick up the bad product and get it off our property within 2 weeks or by August 5, 2022 or I will remove it and file a suit against your sales rep and against Freedom Forever.The sales rep acting for and through your company made the false claims and you even admitted to it and said you had talked to him to verify my claims. 
  
  
  

  Business Response

  Date: 07/21/2022

  Hello, due to the claims of this sales rep we have handed this case over to our escalations department, a representative will follow up with you to further address this concern. 

  Customer Answer

  Date: 03/16/2023

   I am rejecting this response because:
  
  

  Yes, please proceed. ******* said they would make an analysis of or solar production and what was reported and what we still paid in January of 2023 after the system had been installed for a year. It officially went online March 14, 2022 after several delays by the installers and getting all the system to pass city code compliance. We were promised to never have another electric bill after it came online and if we did they would pay us back after the 1 year analysis for any we paid to the electric company above what the system produced. We are with and electric provider that gives us 100% production buy back. As per the bill provided and I can produce all of them and we always had to pay from $300 down to $80 above what the solar panels produced. Other people in our neighborhood with other companies solar panels and fewer panels are producing 3 to 14 times what our panels produce. Our system is either faulty or a piece of junk or not hooked up properly. We almost have enough people to get a class action started against Freedom Forever for acting in bad faith and having their salesmen trained to give false claims to sell the systems. We have at least 2 sales people that will give depositions for their bad faith sales tactics they were instructed by Freedom Forever to give to potential clients. If Freedom Forever will come and dismantle the system and repair our roof back to as it was before the install, and have the finance company show it paid in full,  we will drop this matter and not pursue legal remedy. Thanks for your time and help to expedite and remedy this problem.

  
  

  
  

  *******, you can consider it closed, but we don’t and will be getting legal counsel to come after your company and the sales company for bad faith and for making promises that weren’t kept. I will cancel future payments and your company can come dismantle the system from our home. I will be sending the Better Business Bureau our correspondence as well to keep them aware of your companies terrible business practices. You have a great day! This matter is not closed!-- 

  
  

  Business Response

  Date: 03/20/2023

  To whom it may concern,

   

  This claim has been closed with Freedom Forever's escalations team as of October 2022. The customer has been unresponsive to all attempts to obtain additional information to corroborate their claims, as the information provided does not prove one way or another that sales negligence has occurred. As a result of the lack of cooperation from the customer, Escalations has closed and resolved the case open for this project. Escalations have also confirmed with the customer that thus far their system is operating well and appears to be on track to meet the PG listed in their Agreement.

  Customer Answer

  Date: 05/01/2023

   I am rejecting this response because:
  
  

  This letter from Freedom Forever is a total lie!! We did not close the case because of not communicating but because they don’t stand behind their product! We have never said we were satisfied with the operation of our solar panels they installed. We have never been satisfied with their performance or production of energy. Freedom Forever said they would send people out to check after 1 year of being installed which was January 2023. They have yet to send anyone and the panels have consistently only produced about 8% off what they should be producing. I still have and avg electric bill of about $200 and paying a payment of $157 to Mosaic for the solar panels. I was told and promised no more electric bills which was the big lie!!! I have correspondence that states I was going to remove the panels myself from the roof and put them on the curb. Does that sound like a satisfied or pleased client? This is not resolved and I have now chosen to stop paying for the solar panels and Freedom Forever can come remove them and fix my roof back like it was before installation. The roof was replaced less than 1 year before they damaged it putting screws through the shingles. They didn’t disclose that either. We will be getting an attorney along with other dissatisfied Freedom Forever customers and suing their company for false and misleading statements. Thanks for your help.

  
  

  
  

  Business Response

  Date: 05/01/2023

  To whom it may concern,

  This case has been re-opened with Freedom Forever business resolutions team; an agent will be contacting the customer to further address this concern. 

   

   

• Initial Complaint

  Date:07/01/2022

  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.

  We signed up for Solar panels in July 2021. We had the panels installed in August 2021. The panels were installed before the power box was installed. The power box was installed on August 12th and we had no notice of the installation. I told the contractor that came where the power box was supposed to be installed. We discussed the location of the power box prior to this with ***** the representative for Freedom Forever and he said the location we wanted the power box to be was great and it would be approved. When to contractor came I again showed him where we agreed it should go and he said ok. He then proceeded to put the power box OUTSIDE in front of our house. The job was terrible. Super sloppy and it looked terrible. Not to mention the fact that it was in front of our home and not on the side where we agreed. I complained of course and they came back out and removed it and agreed it looked terrible and it was in the wrong place. Then they came back and uninstalled it leaving holes in the walls and the roof. They covered it but it was not done right. Then they relocated the power box to the side of the house (not the original spot that we agreed on) and all was good until they told us that inspectors were coming and they needed to trim my neighbors tree in order to give the proper clearance for the power box. So we went to our neighbors house and talked to her and asked if that would be okay. She said yes and we showed her where they said they needed to trim. The tree trimmers came and trimmed the wrong side of her tree. Then they trimmed the right side and the inspector came and it failed inspection. Turns out PG & E said that where the power box was could not be approved. That was in Feb 2022. We have since contacted Freedom Forever multiple times and have not received a response. Meanwhile we are paying PG&E still plus our loan payment of $128.00 per month. I was able to get reimbursed for some of our $128.00 from Mosaic though. Help us please!

  Business Response

  Date: 07/13/2022

  Hello, we went out on site on Saturday 7/9 and there are determined we will be relocating the customers main electrical panel. Currently, we have two proposed spots to relocate the main electrical panel once approved we will reach out to PG&E to get a meter spot, this scheduling takes about 1-2 weeks on PG&E end. 

  
  

  Customer Answer

  Date: 07/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me. However, I will reach out again if anything else happens.

  
  

  Thank you for your help with this, it really has helped reaching out to you! Freedom Forever contacted us right away and came in person as well. They mentioned that they were contacted by BBB. 

  
  

  Thanks again!

  
  

  ****

  
  

  
  

  Customer Answer

  Date: 08/11/2022

   I am rejecting this response because:

  We have had no communication of this appointment. We have not had communication with anyone. Did someone leave us a message , text or voicemail? If so what number or email because again have not heard from anyone. I’m not rejecting the appointment, I am rejecting the claim that someone informed ***** of it. Please just call or text us to let us know the progress or no progress of our project. 
  
  
  

  Business Response

  Date: 08/25/2022

  Hello, the main panel upgrade for this project has been scheduled for Saturday August 27th. Thank you.

• Initial Complaint

  Date:07/01/2022

  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.

  We contracted with Freedom Forever, LLC to install 47 solar panels on our home to reduce our electric bill costs. We received permission to operate (PTO) from the electric company on 10/6/21 after the solar panels were installed. According to the local electric company (CenterPoint), Freedom Forever, LLC failed to properly request the panels be connected to the power grid appropriately. As a result, we have $37,000 worth of solar panels on our home and are still paying the same electric bill as if we had no panels on the home. We have tried to get Freedom Forever, LLC to rectify this problem, but they have not been communicative. I sent them an email requesting rectification a week ago and have not received a response. My wife has called them several times and continues to be rebuffed. This is horrible customer service, and they need to correct the problem and provide the desired resolutions without haste. An alternative solution is for them to refund us the full sales price of the solar panels, come and collect their equipment, and restore our home to the condition it was prior to installation.

  Business Response

  Date: 07/05/2022

  Hello, reviewing this system on solar edge it looks like its producing without any interruption. Freedom Forever does not guarantee utility bill saving (please refer to section 6 of the signed freedom forever contact) we guarantee system production. If the customer is using more power than what their system produces, they will always receive a utility bill. Attached are snapshots of the system production and the customers signed contract agreement. Thank you.

  
  

  Business Response

  Date: 07/11/2022

  
  

  A ticket for our Monitoring team was opened up and per our monitoring team "The system is producing properly. Utility bills, generally, only the excess generation that the home did not use. The other kWh that the system produces is calculated directly in the utility meter as a one for one credit, which do not appear on the utility bills. This is also a year-one system, so the system has not had a full annual cycle to build up the proper credit bank." On October 11, 2021, our monitoring team sent an email to the customer email we have on file with their log in credentials for solar edge, if the customer is not able to locate that email, the customer can go to https://monitoring.solaredge.com/solaredge-web/p/loginand click on the 'Forgot my password' to reset their password. As previously stated, we will not reimburse utility payments as we don't promise saving, we promise system production and this system shows it's producing without any interruptions or alerts from solar edge. 

  
  

  
  

  Customer Answer

  Date: 07/11/2022

   I am rejecting this response because:
  
  The company still refuses to send out a technician to ensure the system they installed is properly connected to the grid.  The company that manages the electric grid continues to maintain Freedom Forever has failed to complete their portion of ensuring the system is properly connected to the grid.  I can't understand why this company simply wants to tell us from a distance that everything is fine when they refuse to do what they have said and send a technician to our actual location and provide us the evidence we are correctly connected to the grid.  Three times the company has assured us they will send a technician to the house, but they have not kept their word.  I want to see the evidence that Freedom Forever completed the required steps to ensure we were connected to the grid managed by CenterPoint.  Where is their documented correspondence with CenterPoint?  If they can provide that evidence, I can go to the grid management people to make sure they are held accountable if Freedom Forever maintains they have completed all the proper steps.

• Initial Complaint

  Date:07/01/2022

  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.

  We installed solar panels March 2022. We were told we would not have electric bill except the $8 for being on the grid. April comes and we get an FPL bill for the exact same charges as before nothing changed, May comes and exact same thing. We have been calling Freedom Forever and they keep stating “someone will reach out to us” nobody ever does. We called FPL and they state they are only getting 125-250kwh a month from solars while we were promised on the contract 1000-1100 (to meet the 12,000 per year). Freedom tells us the system is doing good even after we state we’re still getting a bills for months now.. nothing has even slightly dropped. That’s one issue, another is about 1 month ago a leak started in our master closet and since nobody fixed it fast it damaged our floors and traveled to our master bathroom (the solars are installed right on top of this area). It took them about 3 weeks for someone to put a tarp and stop the rain from coming in, but the damage has already been done. An escalation specialist is working on the leak and trying to get it fixed but nobody is doing anything in regards to the production of the panels and us getting same FPL bills we were promised we would not have (other than the $8 grid charge). We need this resolved and fixed asap, this is getting out of hand and very stressful to deal with this company. I’ve even had their employees tell me that “They don’t communicate or read any notes”. We need this fixed. Thank you

  Business Response

  Date: 07/12/2022

  Mr. ****** stated once the solar system was producing, they weren’t receiving any saving on their utility bill. In the Freedom Forever contact under Article 6: states we don’t guarantee savings. 

  Mr. ****** contacting Freedom Forever on June 6th regarding his panels not producing properly, Freedom Forever sent a tech out to resolve the issue, our tech stated system was left in the off position since our last tech went out on 05/21. When our tech went out, they updated the firmware and made sure system was producing again.
  
  

  Mr. ****** system has continued to provide production errors due to a large tarp that was added by da Freedom Forever on June 14. Due to the tarp being on the home, it’s covering a large portion of the solar system on the home. We are unable to determine the cause of the production issue.
  
  Freedom Forever is resolving Mr. ****** roof concerns. The branch has removed the panels on 07/07/22. Our subcontractor will be performing roof repairs and interior repairs next week. Once the panels have been reinstalled on the home, we will look at Mr. ****** production concerns.

  Thank you

   

  

  Customer Answer

  Date: 07/13/2022

   I am rejecting this response because:
  
  Good Afternoon,

  
  

  I am rejecting the response from the company. The tarp that was placed last week apprentices fell half off and some cinder blocks have fallen from the ceiling and almost hit our neighbor as he was the one that reached out to us and told us what was going on with our tarp. This past Saturday 7/9 it rained pretty bad and the water entered our home again because of the tarp has started to fall off. I’m attaching some pictures so you can see. I reached out to the person who has been helping with this but have not received a response. This is a MAJOR concern as the cinder block could have hit our neighbor or anyone else walking by. 

  
  

  In regards to the contract, it states you also guaranteed the panels would produce 11XX kwh (monthly) yet the panels have never produced not even close to that. We have the reports from FPL (Electricty company) and can provide if needed. In regards to us reaching out, we have been reaching out to your company since late March early April and can produce call log, texts and emails if needed.

  
  

  PLEASE! We just need this fixed asap, we don’t want anyone injured and need to get the roof fixed, panels fixed to produced what is stated in the contract. We were told the panels would produce enough and more to power our entire home.. Yet we have been getting every month the same exact bills if not more from our electric company which we can provide as well. Right now we are basically loosing money, we have to pay for the panels every month and also pay our electricity bill every month. If we would have known all of this would have happened we would have NEVER gone with your solar company. We’re now believing solar company’s are just a scam.

  
  

  Thank you 

  Customer Answer

  Date: 07/22/2022

   I am rejecting this response because:
  
  Good Morning.

  
  

  The subcontractor actually came out on Wednesday 7/20 to our home and we’re on the roof for a couple of hours working on it, but stated they would not finish that day.  However, the drywall inside the house that is yellow also needs to be fixed because that’s going to cause mold. Also, the wood floor where the leak was originally coming in has bubbled up and we had a company come out and give us a quote to get the floor fixed. All of this information was sent to ******. Please advise on when the rest of damages will be fixed. 

  
  

  I believe what the company that came out on Wednesday for was to fix the cinder blocks and tarp on top. Because it doesn’t seem to be falling down anymore. We will back the subcontractor back today. 

  
  

  Thank you 

  Business Response

  Date: 07/26/2022

  To whom this may concern,
  
  Mr. ****** concern regarding their drywall inside the home turning yellow. The subcontractor first will complete the roof work, then will be addressing the inside of the home. I spoke to ******; they will fixing any interior damages that are solar-related. Our subcontractor is address one issue at a time.
  
  Thank you,

• Initial Complaint

  Date:06/30/2022

  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.

  Solar panels were installed in August or September 2020 with a 25-year warranty to include labor and parts. The system is monitored by SolarEdge. On April 23, 2022, the system went down and I contact SolarEdge as well as Freedom Forever and was informed the inverter was down and it will take between 2 to 4 weeks to get it fixed. I have called numerous times and only got the round and round from Jose Nieto the salesperson (###-###-####), **** ******* SolarEdge monitor (###-###-####), and Freedom Forever (###-###-####. I have requested They paid the electric bill along with the monthly charge for the non-working panels. As of today June 30, 2022 my case has not been solved. I want out of this contract ($100,000.00)so that I could pursue a new Solar Company.

  Business Response

  Date: 07/06/2022

  After reviewing the BBB Complaint the customer ****** ******* the following was found. The inverter was called to be replaced on 4/25/2022, We had to wait for the inverter to get shipped and was not able to get it and install until 07/07/2022. That is the day that we will be installing the new inverter and due to the time that the customer had to wait we will be reimbursing for the two months they had to pay on the loan.
   I have requested the customer to send me the statements for the last two months so that I can submit for them to be reimbursed.  

  Business Response

  Date: 07/19/2022

  After reviewing the following BBB complaint again, I have found and confirmed the following.

  The customer ****** ******* has confirmed that he would allow me to submit for two months loan reimbursements due to the delay in getting the inverter replaced in a timely manner.

  I then asked Mr. ******* for his monthly solar loan statement but he was not able to provide me with that information. He claimed that he paid off the loan with another loan, So I still submitted a reimbursement for a total of $317.82.

  However, Mr. ******* had still insisted that we pay his mortgage loan, I explained that we would not be able to do that and confirmed that the inverter has been since replaced and he has been informed to submit for a yearly review as well to get reimbursed for the down time of the system as he has his yearly Production Guarantee.

  Customer Answer

  Date: 07/20/2022

   I am rejecting this response because:
  As I informed Mr. ****** (**********) I refinance my home so as I could add the solar panels and make one payment per month.

  The amount financed for my old mortgage was: $47,508.98, and Loanpal was: $44,691.68.

  Loanpal, LLC did the refinance. (new attachment)  

  I am assuming that it is about half and half of the monthly payments, which I also submitted last two months of payments.

  The monthly payments are $688.01 principal and interest.

  If you want to use original loan for panels (which you have a copy) $216.00 monthly beginning 02-23-2022

  If you want to use refinance loan (which you have a copy of my last two months statements.  ($721.68 for June and $771.68 for July)

  All I want now is to cancel this contract because Freedom Forever failed to keep the system running, failed to fixed the (Inverter in a timely manner),

  failed to fix it until BBB got involved.  

  BBB please help me get out of this contract as you can see and read all the problems this company have (386 complaints)

  I do not want to deal with a company that could only fix the problems when some other organization gets involved.

  Because of all these problems now my health has been compromised.

  
  

  
  
  

• Initial Complaint

  Date:06/28/2022

  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 September or October 2021 I signed with Freedom Forever for installation and set up of solar panels. They were installed in December. But six full months later my panels are still not hooked up and working. Whenever I complain they blame some other company or person for the delay. Their communication skills are nonexistent. If they tell me when someone will be here I can be sure no one will show. Then workers show up randomly without notice and if I’m not home, it’s my fault there’s a delay. I last called on Monday 6/27 and was told they’d get back to me in48 hours but nothing yet. I have been paying Freedom Forever for their work since January.

  Business Response

  Date: 07/07/2022

  I have reviewed the BBB complaint from the customer ******* ****** the following was found.

  Upon review I was able to confirm with the customer that they should be getting the Permission To Operate (PTO) approval granted within 3-4 weeks. The PTO application has been submitted on 7/6/2022 and the Review timeline for Xcel is the 3-4 weeks. I have also requested to have the customer send me the statements for each month that she has had to make early loan payments, before having PTO approval. So that I can submit for them to be reimbursed.

  Customer Answer

  Date: 07/13/2022

  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.

• Initial Complaint

  Date:06/22/2022

  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.

  The reason for cancellation is fraudulent activity, The sells rep lied about waiving installation fees and equipment fees also lied about possibilities of a lien being put on property from giving services or from other contractors. We where mislead and told that that we wouldn't be charged for a loan. We read the docusign fine print it stated that the lines where indeed possible. The sales reps where very rude in my home and aggressive . Im appalled and in fear of being frauded and extorted out of money. This was free trial we where told . We haven't had this equipment 24hrs and we'd like to cancel any subscriptions agreements or contracts with vivint and other partnering acompanies. Freedom forever we spoke with ****** at freedom forever he hung up on me. He said he cancelled the agreement and it took up to 30 days to complete cancellation. Im appalled at the deception. If we ever came to hard times to make payment they could put liens on property by clause when I was told verbally that wasn’t the case

  Business Response

  Date: 06/23/2022

  Hello, this project was never submitted on our end. A ticket has been created for this account to be fully cancelled. Thank you.

  Customer Answer

  Date: 06/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1746**35, and find that this resolution is satisfactory to me.

   They can also send me a formal cancellation letter as well.

• Initial Complaint

  Date:06/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/19/2022 I signed my contract to have the solar panels installed. They did not communicate with me and I had to keep calling to figure out when they were going to come install. They finally did thw installation on 4/20/22. Once again I was never contacted to schedule the inspection. I called customer support and they informed me that it would be done on 6/21/22 at 8am. They never informed me that the power would be out or how long it would be out for. The power company came to shut off the power at 7:40am. It is now 5:13pm and all my food in my fridge has gone bad. I called customer support again and they said that it was not their problem. I have been paying on this loan for 2 months with no working solar panels and now I have to throw out all of my food. This is unacceptable. They have poor communication, and they are inconsiderate of their customers.

  Business Response

  Date: 06/24/2022

   

  Mrs. ******* stated that the installation and inspection were set up without her knowledge. However, Mrs. ******* was advised of the original installation date for 05/17/22-05/18/22 arrival time 8am-10am, on 04/07/22 the appointment was confirmed. Mrs. ******* stated she was flexible. Our Branch Coordinator contacted Mrs. ******* on 04/14/22 left a voicemail, sent a SMS to offer a sooner date for install of 04/21/22 with an arrival time 8am -10am. Mrs. ******* confirmed via text message.

  Mrs. ******* contacted Freedom Forever customer support on 06/01/22 to get an update on inspection and refund for loan payment. The agent Mrs. ******* spoke to stated inspection is schedule for 06/21/22. Also, advised Mrs. ******* we would need a W-9 on file and provided Mrs. ******* with an email address to send loan statements.

  There was a follow up call on 06/03/2022 to confirm inspection, also notify customer regarding a 4-hour power outage. Our technician stayed on site for the duration of the window. We have spoken to the customer and providing the customer with a $100 compensation for customer satisfaction.

• Initial Complaint

  Date:06/21/2022

  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.

  BEWARE! Do not use this company! Our panels were installed in May of 2022, by June 11, 2022 they were not working. We have contacted this company 4 times, including today and spoke with ******** ****** who assured me someone would call me back. This is completely unacceptable. I have attempted to reach their CEO, Mr. ***** ****** to make him aware of the situation to no avail. I would hope after filing this complaint and being without proper resources for more than 10 days- someone would contact us. We have phone records, text messages, and email documentation as evidence of contacting this company without any response. We were told this morning something was out on the panels and was on order. This "part" has been on order for more than a week. We are experiencing rolling power outages (like most people in Texas), but not have panels that are functioning are not helping the issue at hand.

  Business Response

  Date: 06/30/2022

  Hello, the inverter on this project was replaced on 6/22 and the system is now functioning. 

• Initial Complaint

  Date:06/20/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2022 a sales rep from Freedom Forever began the process of assisting me with installing solar panels. 3/8/22 I told the rep that I decided not to get solar panels. On 3/9/22 the rep requested payment for equipment knowing I canceled the day prior. Another rep reached out to me via email and I explained to her that we decided not to move forward. She stated she would process cancellation. I was informed by the finance company that cancellation was not submitted. Instead the rep requested payment for services. The rep has since blocked me from contacting him via phone. They refuse to respond to my emails or calls. It is illegal to request payment after cancellation. I have proof that cancellation was requested prior to money being sent by the finance company.

  Business Response

  Date: 06/22/2022

  Hello. After reviewing the BBB complaint submitted by Sharon Simpson the following was completed and confirmed. Freedom Forever has been sure to confirm the cancelation request with Mosaic and our Finance team has been requested. Sharon will not be liable for any payments from Mosaic nor will she have the credit reflecting the loan this will all be absolved once the cancellation is confirmed. Mosaic should be able to get to this request this week.