ComplaintsforFreedom Solar Power

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called to get service on my solar panels, was told that I needed to send $250.00 to get them to come service my system. The installer, DayBreak Solar has gone out of business. I sent them $250.00 a week when by, I called then I was told the needed $250.00 more dollars to come check my unit. I advised that I no longer trust them, they can't keep their word and I requested a refund. 10 days went by no refund. I called them, had a long hold then was told to leave a message. I would like my money back so I can get someone else.

  

  Business response

  07/10/2024

  Thank you for the opportunity to respond to your concerns regarding your experience with Freedom Solar LLC (Freedom Solar, we, us, or our). We aim to give all our customers an outstanding experience, and were disappointed that you were not satisfied with our products and services. As per your request we have refunded your $250.00 in full. If you need any further assistance in the future, we will be more than happy to assist you. Thank you.
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Notified them that I had a damaged roof due to hail on 30 April and needed to get a qoute for insurance to detach then reattach the panels. Took over a week to get a qoute and was told they need 50% deposit before they can schedule the detach. They also told me they need 7-14 days to process the payment before they can schedule the work. Meanwhile I have a roofer trying to juggle dates to get my roof install lined up to when the panels are removed. After dealing with insurance I was able to pay the 50% which was $11,400 on the 14th of June. I called after 7 days but was told no one would talk to me until the 28th. Got nothing on the 28th so I called today on the 1st and was told, after demanding to escalate, that the earliest they can schedule is the 30th of July.

  

  Business response

  07/16/2024

  Thank you for the opportunity to respond to your concerns regarding your experience with Freedom Solar LLC (Freedom Solar, we, us, or our). We aim to give all our customers an outstanding experience, and were disappointed to hear that you were not satisfied with our products and services. Please know that our ****************** has been heavily impacted by the recent storms that ***** has been subject to including Hurricane *****. Delays are to be expected but we are doing our best to accommodate all of our customers. Our ****************** has yet to receive your reinstallation payment. Once we receive this payment we will add you to our scheduling queue. Thank you for your patience and understanding during this difficult time.

  Customer response

  07/16/2024

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

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 7th I pay freedom solar the first half of the payment for them to take down 13 solar panel. The payment was for ***** (this is just the half they required). My roofer had a company that can do this work BUT freedom solar informed me that I could void the warranty if I used other company. They make you used their company. Per their instructions someone will contact me within 7 days to schedule. I contacted them June 14th the person on the phone couldnt transfer me to ********************* person that had my case but told me someone will contact me. No one contacted me. I contacted them again June 18th and I was told that everyone in their department was at lunch (it was only 11am). I contacted the person that sold me the panels I did an inquiry online. They contacted me I explained what just happened about nobody able to help and they told me someone will call me. *************************** email me that they add me to the queue. Later I received another email that I will get the date on Friday June 21st. On June 19th I received an email the scheduler for DFW is out for the rest of the week. I email them back asking if I can hired another company without voiding the warranty, since they dont have someone that can do the job. No answer, my roof of in really bad shape after the hail damage. I need a new roof asap. My roofer is waiting for them.

  

  Business response

  07/03/2024

  ****************, thank you for the opportunity to respond to your concerns regarding your experience with Freedom Solar LLC (Freedom Solar, we, us, or our). We aim to give all our customers an outstanding experience, and were disappointed to hear that you're not satisfied with our products and services. Our service department does their best to accommodate every customer's service request but we are currently managing a very high volume of requests so our service timelines have been extended for all customers. We sincerely apologize for this inconvenience. As per your request you have been fully refunded for this service. Please reach out to our ************* department if you need any further assistance here. ************

  Customer response

  07/03/2024

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

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Requested repair through Sunpower who is coordinating with Freedom. I'm still waiting for over four months for a microinverter replacement. A month ago the entire system went off line. Not generating any power after 1 year on a nearly $50,000 investment. I can't get updates from Freedom or Sunpower.

  

  Business response

  06/07/2024

  Thank you for the opportunity to respond to your concerns regarding your experience with Freedom Solar LLC (Freedom Solar, we, us, or our). We aim to give all our customers an outstanding experience, and were disappointed that you were not satisfied with our products and services. We sincerely apologize for the service delay here but we would like to inform you that our Service Manager was able to secure a site visit for you on Wednesday June 6th. Our Customer Experience Manager will also be reaching out to you to ensure that all of your other questions/concerns are properly addressed. Thank you again for your patience and understanding. 
  

  Customer response

  06/07/2024

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

• Initial Complaint

  05/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  02-08-2023 signed contract with ****************** Freedom Solar LLC for a Whole house Solar System with a Tesla Powerwall. 100 % offset per contract. 02-14-2023 a Drone was flown over property and sent to Freedom to determine placement. All 6 oak trees were removed from property. 5 months of Duke bills were presented, and my "***************** would be around $30.00." 06-05-2023 Duke switched me to Solar. To this date my Duke bills are $150.00 for a 900 sq. ft. home.I sent ************************* CEO, 2 certified letters and approximately 18 emails asking for help. A **** and a ******* have responded via email "I have too much shade and not enough panels." I did not determine the number of panels and there are no trees to be removed. The sun still rises and sets as it did when the contract was signed, and the Drone flew over. *********************** has threatened multiple times he would file a Lien for me not making the final installment. The 1st 2 were via Stripe, from my checking account. All I want is what was presented to me by ****************** who is no longer employed.

  

  Business response

  05/17/2024

  Thank you for the opportunity to respond to your concerns regarding your experience with Freedom Solar LLC (Freedom Solar, we, us, or our). We aim to give all of our customers an outstanding experience, and were disappointed to hear that you are not satisfied with our products and services. Our Customer Experience Manager reached out to you on April 16th, regarding this design/shading concern and offered you a proper resolution to this matter. However, you declined the offer and ended communication with them. Please know that if you are willing to reconsider our offer is still available to you and Our Customer Experience Manager will be reaching out to you again to discuss. We look forward to resolving this situation so that we may move forward on a positive note.
  

  Customer response

  05/17/2024

  Complaint: 21708304
  
  I am rejecting this response because: I signed a contract and the work and or product has not been delivered as clearly stated.
  
  Regards,
  
  **************************

  

  Business response

  05/30/2024

  ****************, Our Customer Experience Manager has sent over our resolution offer and is awaiting your response. We are committed to resolving this matter as soon as possible so please feel free to respond with any further questions and concerns that you might have. We look forward to your response. Thank you.
  

  Customer response

  05/31/2024

  Complaint: 21708304
  
  I am rejecting this response because: I want in addition to the three solar panels, the *********** bills, from June 5th, 2023, to the present that exceeds the "$30.00 that my ***************** would be per month with the Solar Energy system," that was sold/told to me by Freedom Solat LLC associate ************************* to be deducted from the remaining invoice.

  I also want paper documents to be signed.

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

  05-31-2024

  

  Business response

  06/07/2024

  *****************, our Customer Experience Manager has been in contact with you regarding these concerns and has mailed out the requested documents via ***** Please know that they will continue to assist you until a proper resolution is agreed upon. Thank you for your time and consideration.
  

  Customer response

  06/08/2024

  Complaint: 21708304
  
  I am rejecting this response because: *****************************, is wanting to add three additional solar panels, because I do not have enough. I gave five months of Duke invoices prior to contract so Freedom Solar LLC, would have an estimate of the ** used at this property. ****************** also continues to state I have shade. There are no trees left on this property. I agree to the additional panels. But Freedom Solar LLC, is not agreeing that my *********** bill, should be in the $30.00 range. My bill since the system, has been installed, has never been in this range. Adding solar energy is to "reduce, if not eliminate power charges."

  I asked that I be reimbursed for the Duke bills from June 5th, 2023, which is when *********** took me "off gride.".  Freedom Solar LLC, according to ******************, has agreed to deduct this amount from my final installment. But does not guarantee my *********** bill to be as I was "sold", by ******************, their sales associate, in the $30.00 range which is what *********** charges for any whole house Solar Power system, after adding the additional three solar panels.

  Why did I spend $20,000 for six oak trees to be removed, over $34,000 for a solar system, with a $22,000 Tesla Powerwall, if my *********** bills were to remain the same.
  
  Regards,
  
  **************************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  deceptive sales

  

  Business response

  05/07/2024

  Thank you for the opportunity to respond to your concerns regarding your experience with Freedom Solar LLC (Freedom Solar, we, us, or our). We aim to give all our customers an outstanding experience and were disappointed to hear that you are not satisfied. We have thoroughly reviewed your attached letter and our Director of Design has been in contact with you via email regarding this matter. Our goal is to provide a solution to this design discrepancy so that you may pass inspections and energize your system as soon as possible. We do appreciate your patience and understanding and please await further contact from our management team

  Customer response

  06/03/2024

  Complaint: 21493392
  
  I am rejecting this response because: 

  Hello,

   

  This should have been resolved months ago. I just had hip surgery and I'm on a lot of pain medication and not feeling well at all. 

   

  All the original issues communicated remain unresolved. 

   

  The company has not been able to answer or resolve any of the initial complaints or issues noted in the original complaint. 

   

  My son is an active duty Marine that is deployed and off of this continent. He has gotten involved with this and is in the middle of pre deployment prep this week and has said that he would respond sometime at the end of next week. 

   

  We are requesting that this case remain open and unresolved.

   

  thanks

  *******************************

  

  Business response

  07/15/2024

  ****************, as per your recent request we are moving forward with the complete cancellation. It's unfortunate that we were unable to come to a resolution in regards to your voiced design concerns but we do understand your decision to cancel this project. Our management team will provide more updates to you shortly. Thank you.
  

   

  Customer response

  07/16/2024

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

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family had panels installed well over a year ago. I'm not sure the exact date. But at most almost two years. After we had them installed it rained not too long after (I think a couple months), we had a leak start to come through. It was directly under where the panels were, so I contacted Freedom Solar to help sort it out. They sent someone to determine whether or not it was their fault. The inspector climbed into our attic and told me that it was Freedom Solar's fault for the leak and that they would fix it. He assured me multiple times.It took weeks before they got someone out. The person did not fix the roof, they had removed the tarp I had put up to help block the rain. This happened twice, I put a tarp up, they sent someone and they took it down. They had one repair team come out who did not feel comfortable working under the panels so they left. The only repair they did was patch up the screws that were left over from the tarp (Which didn't need fixing).Months had gone by and we played phone and email tag. I was assured they'd still handle it. I spoke to a man named *** who assured me that they would fix the ceiling of my room as well as the roof.Even more time goes by, the damage gets worse. This is at about a year now, and I get an email from a man named ***************************. He's now telling me that the hole isn't their fault and that he wants to help sort this out. I was not able to respond right away, but when I did I have heard nothing back. It has been months from that email and my response back and it's been dead silent.I have a hole in my roof, and in my bedroom. If that first inspector had determined it was Solar's fault then it should have been fixed. If it was not Solar's fault then he should have determined that and told me, otherwise what is the point of the inspection. There is extensive damage that is getting worse due to their negligence and incompetence. It's starting to mold and affecting our health.I can email the chain if need be.

  

  Business response

  04/03/2024

  ******************, Our service department and De/Re teams have been in contact with you regarding this concern and have been able to confirm that hail damage was actually the primary cause for these damages. We will continue to assist you here until your roof is repaired and your solar panels are back online and producing energy for you again. Thank you for reaching out and allowing us to properly assist you here. 
  
  

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had nothing but great things to say about this company. That is until hail damage to my house occured last spring and I needed to remove the panels to get my roof replaced. My contractor tried contacting freedom solar multiple times. My daughter and I also tried to get a hold of them. They wouldn't give me the information I needed to get the panels uninstalled. After much back and forth between them and my contractor over a 4 month period I was finally sent a link to pay for the removal. It was $3,600.00 for removal. Fine I paid it. The roof and work on the house was finally done in November. I then had to get my daughter to call them to find out how to get the panels reinstalled. Yet again another payment of over $3,600.00 to get them back on my roof. Honestly the cost is wrong but that's a whole different issue considering It's not advertised that having a warranty doesn't include removal and reinstallation. Well that was paid on 11/30/23. It's now 2/16/24 and guess what? The panels have still not been reinstalled. That's almost extortion to demand payment and then no service has been rendered for almost 3 months! My daughter and I have called them multiple times, multiple times a week for months to just get an estimate on the scheduling for reinstallation. Every time we call it's the same exact run around. "We don't have a schedule to give you an estimate. When you're on the schedule you'll be on the schedule". How do you run a company without a comprehensive scheduling system for uninstalling and reinstalling what you sell? I paid you people $7,200.00 dollars and it's been nothing but a s*** show. Something needs to be done sooner than later otherwise I'd gladly pay an attorney to review the contract and have them get me out of it. This company is a disgrace to demand payment before the service is rendered and I can't even use another company or the warranty will be null and void. It's wrong. Either put them back on my roof or give me my $3,600.00 back!

  

  Business response

  02/22/2024

  Thank you for the opportunity to respond to your concerns regarding your experience with Freedom Solar LLC (Freedom Solar, we, us, or our). We aim to give all our customers an outstanding experience, and were disappointed to hear that you were not satisfied with our products and services. We are doing everything we can to accommodate every customer during this time and we apologize for the customer service that you have experienced thus far. Our VP of operations has been in contact with you and a date for your panel reinstallation has been provided. We will continue to assist you until all the needed services have been completed. Thank you for your time and consideration. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had solar panels installed January of 2023. In April of 2023, all but 3 panels stopped working. I have been calling and emailing since then trying to have the panels replaced. They sent 2 different guys out to confirm they were not working. Every time I called to get an update, they would say they are still waiting from SunPower (the panel distribution company) to get back to them. Also every time i called, I spoke with a different person as my "assigned service manager" had just left or quit. In December I was told they were waiting on me to get them a letter from Centerpoint (this was the first I'd been asked for this). I sent the letter in January and they still don't have a resolution for me. The last person I spoke with, the escalation Manager, said they would fix the broken panels, he doesn't know when but they will not remove them from *******. I told him I just wanted to be done with this company and cut my loses. I have had no response since then.

  

  Business response

  02/15/2024

  **************, ********************** has provided a date to complete the necessary warranty repairs but has yet to receive a response from you confirming the scheduling. Unfortunately removing the panels is not an option but we are dedicated to completing the warranty work and ensuring that your system is operating properly moving forward. Our Customer Experience Manager has communicated this information to you as well but has not received a response. Please confirm the scheduling date as soon as possible if you would like us to complete this repair for you. Thank you. 
  

  Customer response

  02/16/2024

  Complaint: 21281562
  
  I am rejecting this response because the panels have not worked in almost a year. If they would have agreed to replace them, 1 month, 3 months or even 6 months after they stopped working, I would agree to replacements. However, its almost been a year! This is a clear breach of the company/ customer agreement from a service AND warranty standpoint. I've asked why they will not remove them and my only response is that is not an option. Freedom Solar put them on there, they should be able to take them off. I've continued to pay for the panels that do not work for almost a year. Again, I am not seeking compensation or any back pay for the broken panels. I simply want them removed from my roof and to NEVER do business with the company again. The customer service and run around I've been given from this company should not be allowed. They have taken advantage of me and I have questioned on more than one occasion if this company is even a legit company or it the are told to keep passing people around until they give up or give in. I'm not willing to do either at this point. Freedom Solar has wronged me and my family and they need to make it right. 
  
  Regards,
  
  ***************************

  

  Business response

  02/22/2024

  ********, our service department provided a service date to you but we never received a response back. Unfortunately, warranty issues do arise from time to time and may require a service visit to complete the needed repairs. Your 25year Sunpower warranty does cover the service visit that we are attempting to schedule with you so it will be at no additional cost to you. We want nothing more than for your system to be performing optimally again so we hope that you'll allow us to complete this service visit as soon as possible. Please note, our Customer Experience Manager will continue to be available to you if you have any questions or concerns so please feel free to reach out to them anytime. Thank you.

   

  Customer response

  02/23/2024

  Complaint: 21281562
  
  I am rejecting this response because I have been responsive. See my last correspondence with your representative.  

  "*******, I havent been unresponsive. Ive already made it clear that unless you are scheduling someone to remove the panels for good I do not want anyone out here.I hate that its gotten to this level but here we are. I do not want to do business with your company anymore. I dont believe the legitimacy of your company and at this point think its theft that you take money from people without providing service or solutions in a timely manner. 
  Again,I worked with your company to put them on my roof, you guys broke the contract and now I want your company to remove them. Simple as that."

  The absolute best part of this charade your company is pulling is the fact that I received an email TODAY 2/23/24 from SunPower the panel provider, that in fact, they do NOT have the panels in stock. It is appalling your company is still in business with this type of lies and deceit. I've been more than patient with your company. It's time for you to do the right thing and make this right. Again I am NOT asking for the thousands of dollars I've already paid. I'm simply asking for you to remove the panels. 

  From SunPower:

  We are reaching out to provide an update regarding the replacement units, and most importantly for the delay of delivering the product to you. The demand for this product has exceeded our expectations and our stock is depleted.  
  
  There's been a couple of issues that our supplier has encountered. Our team is working diligently to shorten our commitment. Any further updates will be provided as soon as possible.
  
  Thank you for your patience and understanding.
  
  
  Regards,
  ***************************
  
  SunPower Customer Support | Customer Care
  GBFS | office ******************************* | *************************************************

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

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried to have Freedom solar install solar panels on my home September 2023. They reached the point of getting approval from my HOA and they failed to contact the correct company. Trying to charge a cancellation fee of $3,200. No work done, they failed to contact HOA when they told me they will and then I was threatened and pressured by the customer service department to complete paperwork. Company also did no provide updated drawings to job.

  

  Business response

  02/05/2024

  **************, Thank you for bringing these concerns to our attention. While we actually completed quite a bit of work on your project, which involves overhead and expenses - site visits, designs, applications, and the like - due to the miscommunication between you and our internal customer care team regarding your HOA application, we should not have charged you the cancellation fee. Given this miscommunication, we have waived the cancellation fee entirely. We apologize for this miscommunication and will be happy to discuss this situation further with you if need be. 
  

*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. ↩