ComplaintsforFreedom Solar Power

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company begin the installation process on my home in August 2023... They failed the inspection and had to be contacted for re-inspection in November 2023... Since then the finance company has started requesting payment; and no solar power is being rendered. For the past two months this company has been sending emails stating they are sending emails to get this matter resolved and that someone will be in contact; but no one has been in contact. I need this company to finish the job. They have received 41K in payment; and as of today I am not receiving solar power for my home. This is unacceptable. It is hoped that the BBB can get some resolve in this matter; or at least flag this company so that other "unsuspecting" consumers might avoid being lured into buying solar panels and not receiving solar power.Thank you!

  

  Business response

  01/24/2024

  Thank you for the opportunity to respond to your concerns regarding your experience with Freedom Solar LLC (Freedom Solar, we, us, or our). We aim to give all our customers an outstanding experience, and were disappointed to hear that you are not satisfied with our products and services. Our Customer Experience Manager has been in contact with you and our Operations team has now confirmed that your system is active and producing power. We apologize for the inconvenience that this inspection situation has caused you. Please know that we do value you as a customer and will ensure that customer service is not a problem for you moving forward. Please feel free to reach out to us anytime as we are always happy to assist. 
  

  Customer response

  01/30/2024

  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

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Details are outlined in an email dated December 1, 2023 to ***********************, CEO of Freedom Solar in ********* attached as a supporting document. The email was immediately responded to by ***************************** Assistant, ***************************** giving three dates/times that ****************** was available to discuss by phone. I selected December 6 at noon and was promptly passed on to ***********************, Vice President of Operations, who in turn forgot about the call. I contacted ****************** and she let ****************** know who called at about 12:30. He told me that he would get back to me with a plan the afternoon of December 6 or December 7. I have heard nothing to date.I am requesting removal of the solar panels and reimbursement of expenses (utility bills, solar panel payments and repair of my roof after panels are removed).

  

  Business response

  01/25/2024

  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. Our Customer Experience Manager has contacted you and is working to provide a proper resolution to your concerns. Communication will not be an issue moving forward and we do apologize for all of the communication issues that you have experienced thus far. We appreciate your patience as we assist you here. 

  Customer response

  01/25/2024

  Complaint: 21081270
  
  I am rejecting this response because:  Freedom Solar has accepted no responsibility or shown any accountability in the bill of goods I was sold that doesn't exist.  Now they want receipts and proof that I had my trees trimmed before they did the installation!  When ***************************** contacted me in a preset appointment by phone about the complaint he didn't even have a copy of the 2 page letter in a pdf file that was attached to the complaint.  This is a waste of time and has been for over a year now.  I keep jumping through hoops, doing all the work and nothing is resolved.
  
  Regards,
  
  ***********************

  

  Business response

  02/07/2024

  **************, Our Customer Experience management has been in contact with you regarding these concerns and is now awaiting a response from you. Please know that our ****************************** is available and ready to assist you whenever you decide that you are ready to discuss this matter further. We very much hope to provide a positive and fair resolution to all over your listed concerns. Thank you.
  

  Customer response

  02/26/2024

  Complaint: 21081270
  
  I am rejecting this response because: 

  Please explain why removing the panels is not an option when they should have never been installed in the first place because of the number of trees that I have.  And, I do not have $8,000+ each year to spend on trimming trees on top the the additional $2,000 in added annual expenses in electricity costs plus the additional $976.20 for the monthly increase in the loan.  Annual tree trimming was never mentioned by ***************************, Energy Consultant - Team Lead with Freedom Solar, in the initial sales call.  I thought the $2,000 offer was to cover the additional electrical provider expenses from 2023 as ***********************, Design Engineer, on December 6, 2023 promised.  

   

  With the per panel cost calculated at $2,296.07 it seems that installing 6 more panels would be more costly that removing the current 25 unproductive panels.  My latest billing statement (January 18 - February 16) for monthly electricity is currently $91.21 which is a long way from the proposed $8.00 a month in the sales materials provided.  This bill reflects the trees being totally leafless with minimal usage (no air conditioning) at this time of year.  The project has been misrepresented and promises made that have not been fulfilled.

   

  Please come remove the panels as requested before March 1 (which is next Friday now) and forgive the loan as requested so I can get my roof repaired and chalk this up as a big mistake on the part of Freedom Solar.  

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

  

  Business response

  02/29/2024

  **************, we do not own the panels and you are past the termination/cancellation period listed in your contract. We have attempted to properly address your concerns but you have denied all of our resolution offers.

  
  Tree trimming is a necessary task if your panels are being affected by shading. Trees grow over time and if shading becomes an issue we will advise that the homeowner has this service completed.

   

  We are happy to further discuss your resolution offers but panel removal is just not an option here. Our Customer Experience Manager remains available to you so please feel free to reach out to them anytime.

   

  Thank you for your time and consideration.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  With the exception of the last solar company I dealt with which cost me $1,000 when they went bankrupt, this is the worst company I have ever dealt with. I have been waiting about 6 months since my initial down payment of $11,000 and subsequent payment of about $23,000 more and my panels are not installed yet. The only explanation is that things slipped through the cracks . **************** is awful and they seem unable to meet their own abysmal goal of getting back to me within 3-5 days. If they do respond they usually dont have a reason for the delays or answer about when someone is going to fix the problem. I cant believe this company can stay in business. Now I am waiting for them to install the panel supports correctly because they couldnt get it right the first time. At least I have the solar panels in my garage. Unbelievably bad service. Will not recommend them to anyone.

  

  Business response

  01/11/2024

  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 understand your frustration and would like the opportunity to turn your experience around as we want nothing more than for you to be experiencing the benefits of going solar as soon as possible. Our Customer Experience team has been in contact with you and will continue to assist you as needed. We can also ensure that communication will not be an issue for you moving forward so please feel free to reach out to us anytime. 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were adding a powerwall battery for our solar panels. It failed inspection needing slight revisions. No repairs have been made and the company points fingers at each other departments as to who is responsible to get it done. This has been going on for 7 months like a hamster wheel. Currently they says its been resubmitted for inspection although the revisions have not been done. I am now paying on the loan because it was installed but it is not operational. SunPower is the company that tracks the usage on an app. I got a report from them that advised there has been no excess usage since the powerwall was put on. We were generating double & triple what we were using and selling it back to xcel. Sunpower suggested some troubleshooting steps for the consumption meter to work properly. It was left dangling outside by the freedom solar workers and is attached to nothing.

  

  Business response

  01/03/2024

  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 that you are not satisfied with our products and services. Our permitting department is currently in contact with Xcel to resolve this situation. We are doing everything we can to expedite this but at times we are at the mercy of third party timelines. We want nothing more then for you to be experiencing the benefits of going solar as soon as possible. We will keep you updated as we make progress here. Thank you for your patience and understanding.
  

  Customer response

  01/03/2024

  Complaint: 20958836
  
  I am rejecting this response because: Xcel advised me they were waiting on a response from Freedom Solar since there were 4 open applications for my address & they need to know which is going forward. The operations department at Freedom Solar said they were waiting on the ****************** for permit issues. NOTHING HAS PROGRESSED (or changed) IN 4 MONTHS. They blame others when they need to make repairs so our system will pass inspection and become operational.
  
  Regards,
  
  *************************

  

  Business response

  01/26/2024

  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. Our management teams have been in contact with you regarding this situation and have completed the needed work in order for your system to pass the inspections. We apologize for the permitting delay that you have experienced and we hope that we will have the opportunity to turn this experience around for *************** will continue to be in contact with you until your project is fully complete and all your concerns are properly addressed. Thank you for your continued patience and understanding. 
  

  Customer response

  01/26/2024

  Complaint: 20958836
  
  I am rejecting this response because:

  Work done yesterday (1/25) was not complete. Inspection by the city today was not completed.
  Another inspection is scheduled for 1/31. Nothing has changed in regard to us having a functioning power wall. Should the next inspection pass by the city & the meters are installed by xcel energy & everything is working as it should have been in June 2023 I will notify BBB.

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

  

  Business response

  02/07/2024

  ****************, we are awaiting further action from your *************** Xcel. Unfortunately we are reliant on their timeline for the meter installation that is needed to complete your project. We have made the request and as soon as the meter installation is completed we can move forward with your project closeout. Our management team continues to monitor this situation and is available to answer any questions that you may have. Thank you.
  

  Customer response

  02/07/2024

  Complaint: 20958836
  
  I am rejecting this response because:
  Xcel energy advised me they never received information from you that the work was done & passed inspection. I dont think theyll take my word for it.

  Again, nothing has changed and the system is not operational.

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

  

  Business response

  02/15/2024

  ****************, The meter replacement date is provided by your utility company. As per your utility they will be completing this service on *****. Our customer Experience Manager will continue to assist you with any other questions/concerns that you may have here. Thank you.

  Customer response

  02/15/2024

  Complaint: 20958836
  
  I am rejecting this response because: until we have a working power wall I will not be satisfied. Yes I scheduled the meter installation for 2/22/2024 since you were not able to communicate with the power company (dont know why?)

  I have asked for Freedom Solar to come to our house on 2/24/2024 to give instructions on how to operate the system. Perhaps then I will be satisfied. This process began in May 2023 & is still not finished. Since the inspection failed in September we have not received credit from xcel for the excess power we send to the grid.
  
  Regards,
  
  *************************

  

  Business response

  04/03/2024

  ****************, our operations management has confirmed that your project has been completed in its entirety and your Powerwall is currently operational and functioning properly. Our Customer Experience Manager will remain available to you just in case you have any further questions/concerns. We thank you for your patience and understanding during this situation and we hope that you are very satisfied with your new Tesla Powerwall!

  Customer response

  04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this issue has been resolved.
  I notified BBB that the work was finally finished in February. I am not a satisfied customer after waiting 9 months for a project that should have been done in a month. I appreciate BBB for their assistance.

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

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Freedom solar installed solar panels in 2021. They have not worked since June 17 of 2023. Called it in on July 28,2023. After numerous emails can not seem to get it resolved.

  

  Business response

  12/14/2023

  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. As of today your service visit has been completed and your system is functioning properly again. Our service team has also completed their follow up call to ensure that all of your issues/concerns have been fully addressed. Our customer Experience team will also be reaching out to you to discuss this matter further. Thank you again for this feedback.

  Customer response

  12/14/2023

  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

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract for solar panels to be installed on my roof at the end of august 2023. ***********, no battery, it should have been the simplest installation possible. The electrical preparation began and the panels were installed on October 12, 2023. At that time, the electrician discovered he did not have the correct main breaker even though a site survey was conducted in september that should have identified the required/correct breaker to install. It is now November 29, ************************************************************************************** addition, I have had to keep contacting the company overt and over to find out the status of the projject and how and when they plan to resolve it. If the system is not working by Year-end, the tax credit for the system are reduced so it is critical to get the system working asap.I would like the company to get the system installation completed and the system working asap. I have committed to pay them approximately $46K when the install is complete.

  

  Business response

  12/21/2023

  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. Our Customer Experience team has been in contact with you to ensure that all of your issues/concerns are properly addressed. We are committed to turning your experience as your business matters greatly to us. We do apologize for the missed communication and any project delays that you have experienced thus far. Thank you again and please lookout for further communication from our Customer Experience team. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had Solar Panels installed two months ago in ********, **, and was told that Freedom Solar would get in touch with the appropriate people to schedule city/county inspections. However, after two months of no response I reached out to the company and they told me they were still scheduling and that someone would be in contact. How does it take two months to make an appointment? I am currently researching how to schedule the appointments myself as whomever is in the scheduling department seems to be too incompetent to be able to schedule appointments. Unless consistently dropping the ball on customers seems to be apart of their business model (beginning to think that it is based on the other complaints Ive read on here).

  

  Business response

  12/21/2023

  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. The average timeline for our projects across all regions is roughly six months. We understand that these projects are very time consuming and frustrating to the homeowner at times but please understand that there are many moving parts. At times we do have to rely on third party timelines which can cause slight delays to the project. That being said, we are currently at the final stage of your project (inspections) so we should have you online and experiencing the benefits of going solar very soon. Our Customer Experience Manager has reached out to ensure that all of your concerns are fully addressed so please feel free to respond via email as they are more than happy to assist. Thank you again for reaching out to us.
  

  Customer response

  01/26/2024

  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. 

  I am writing to ask for assistance in removing/resolving a BBB complaint against Freedom Solar. Since Ive written the complaint, Ive been contacted and they have followed through with what they said they were going to do.

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

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Freedom Solar has had just over $4000 of my money sine September as agreed for removal and re-install of my solar panels due to extensive hail damage of my roof which I am trying to have replaced. The roofer cannot continue until Freedom Solar removes the panels. They had me scheduled once in October, but literally on the appointment day they told me (when I called them to inquire why they weren't at my house yet, not vice-versa) that they didn't realize they needed a permit, so they would have to pull it and reschedule. I have heard NOTHING since.

  

  Business response

  11/29/2023

  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 currently experiencing a backlog of service requests due to the hail storm that affected 100+ customers. We want nothing more than to ensure that all of our customers are properly taken care of and we are doing our best to accommodate all requests. We apologize for the delay here. Our Customer Experience team has been in contact with you and will continue to assist until all of your issues/concerns are addressed. We truly appreciate your patience and understanding during this difficult time.
  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  4-21-22 Freedom Solar presented a proposal for solar panel installation that outlined 2 different payments based on whether or not I elected to "pocket" the federal tax credit for solar installation. It was my intent to apply the tax credit aka voluntary payment as explained to me towards the total cost of the system ($89,799). When I filed my taxes for 2023 I received a refund but not the amount as outlined by Freedom Solar. I consulted another Certified Public Account (CPA) in addition to the one retained to do my taxes to inquire about the refund shortage. Both CPAs informed me that the credit Freedom Solar discussed was a credit to be applied in the the event that I owed taxes and wouldn't be refunded to me. As such, there was never an option to apply the Voluntary Payment; which leaves me liable for the full ($89,799) loan amount and involuntarily increases my monthly payment by $100. I would ask that Freedom Solar honor their agreement and pay the Voluntary Payment to ******************** as result of their misleading proposal.

  

  Business response

  11/10/2023

  ******, thank you for your feedback and for allowing  Freedom Solar LLC (Freedom Solar, we, us, or our) the opportunity to address your complaint. We are very clear during our sales process that not all homeowners will be eligible for the full tax credit and that every customer needs to consult a tax professional regarding their unique financial situation. In fact we even include this disclaimer in your system proposal to ensure we have properly communicated this information to every customer. We are not tax professionals and we do not give tax advice. We provide the amount of tax credit that you may be eligible for based on your contract price but we never guarantee that you will receive the full amount. If you would like to discuss this further please feel free to reach out to *************************************

  Thank you.

  Customer response

  11/13/2023

  Complaint: 20835736
  
  I am rejecting this response because:

  The information presented in two separate Freedom Solar documents shows that they presented themselves as knowledgeable enough with this particular tax benefit to give the impression I would receive a tax benefit. The use of the words "voluntary" and "pocketed" imply that there is an option for me to choose to keep a benefit that I could not. If they are maintaining that they are not tax professionals, they should use the reasonableness test. Simply put, what would a reasonable person think reading this. Therefore, I will go to the nearest military attorney and see what my options are.
  
  Regards,
  
  *****************************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Solar Panel System -7/25/2022 -Loan: $28,138 ************************* ******** **************** Union (Lender) will not transfer the loan to the potential buyer of my house -Contacted Broker prior to putting my house on the market and was told that the loan was assumable by a buyer. -After receiving an offer I contacted the Broker on 2 Nov 2023 to begin the assumption process, they then told me it was not doable. I contacted the Lender immediately and was told that they were accepting assumption applications on Solar Loans. I was then instructed to contact the Broker. I got bounced back and forth from Broker to Lender and Lender to Broker for 2 hours w/ no resolution. I asked the Lender for an escalation to mgmt.-3 Nov 2023 I followed up with the Lender. They again confirmed that they were still allowing assumptions on Solar Loans. The Lender initiated a conference call with the Broker to submit an escalation on the Broker side.-6 Nov 2023 I called the Broker to follow up on the escalation. They informed me they had no record of the escalation. I then contacted the Lender and they informed me that they are not allowing assumptions.-6 Nov 2023 I contacted Freedom Solar to ask about removing the panels and reinstalling them on a new home. Which I was told l, before purchase, at the time of purchase, and after, was a possibility and upside of doing business with them. They informed me that they would not do it and offered nothing more than a sorry. I did explain the entire situation to Freedom Solar Power and again nothing other than Sorry, hope you have a good day was offered.-

  

  Business response

  11/30/2023

  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. Unfortunately, we don't offer this transfer service as relocating your panels to a new home can cause damage to your panels as well as the current roof they are installed on. Also, additional permitting and design planning would be needed to do so which would inflate the cost of this service for the customer. The best option here is for you to sell your home with the panels included and purchase a new system that will be better optimized for your new home. We apologize for any miscommunication here and please feel free to reach out to ************************************* with any further questions.

*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. ↩