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Complaints
This profile includes complaints for Freedom Solar Power's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 120 total complaints in the last 3 years.
- 37 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/18/2023
Type: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 were replacing our roof so we had to schedule Freedom Solar to come uninstall and then reinstall our solar panels. As stipulated on the contract,, we made half the payment prior to the uninstall. They came to do the uninstall on July 20th, then after not showing up for the original reinstall appointment and calling them for 5 days without answer, they finally scheduled for the reinstall on august 14. We made the 2nd half of the payment prior to the reinstall. They did part of the work but were unable to complete it due to a missing component (a mistake they had made). Before leaving, the technician said he would come back with the missing component by August 22nd AT the latest. Of course, no one showed up on august 22nd and no one from the company reached to reschedule. Again, it took me 10 days of calling every morning before finally being put on the schedule for a reinstall for September 11. ************************* reached out prior to September 11 to inform me that due to bad weather they might not be able to make it so theyd come back when the weather was better, and tentatively put me back on the schedule for 9/22. The ******** been totally fine and Ive tried to email and call ***** with absolutely no response. We have paid the full $5.4K and havent had our panels reinstalled. This is costing us real money, we have now gone an additional 30 days without ANY solar power being generated to offset our consumption. This is absolutely unacceptable and I am gathering documents to potentially file a lawsuit for breach of contract.
Business Response
Date: 10/27/2023
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. Your reinstall has been completed as of 09.27.2023 and your system is now back to producing power. We apologize for the scheduling delays and communication issues. We do value you as a customer and want your experience to be a positive one moving forward. Our Customer Experience Manager will be reaching out (if they have not already) to discuss this situation further and ensure that all of your concerns are fully addressed.
Initial Complaint
Date:09/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i decide to use this guys after i was ready to use sunrun but this guys talk really bad on that company, so any way i decide to use this guys and the finacial aplication was really good after that went really bad my loan start running without the job done nobady can give an explanation, after several cancellation to finish my service i been calling to get the warranty paper and all the papers to claim on my taxes i got no response yet several email a lot of phone calls and nobody get back to me so i don't know what to do nextBusiness Response
Date: 09/27/2023
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 ********************* has been in contact along with our Customer Experience team to ensure that all of your remaining issues/concerns are addressed. We are committed to turning your experience around and will remain in contact with you until this situation is resolved. Thank you again.
Customer Answer
Date: 10/20/2023
Complaint: 20588968
I am rejecting this response because:Ok, the problem I dont know what to expect or what to do cause that email had no information on what to do, email from the company said that they would be on contact with me but still have problems with them mainly want the to explain how in the world they release a loan into the bank way before the job was complete I talk to the bank and they say the just got a release form from the solar company, and thats why my loans start running, I been paying my loan for lat 5 months as a now I havent receive no closing papers from the company they never call me or email me Im the one to call or email and the response is really poor email said, we transfer your question the the department that belong to it and they will contact you and guess what I sign contract with them las week of February look the date now and when they answer the phone they told me a manager would be back to you and nothing happened so honestly I dont know what to do
Regards,
*********************Business Response
Date: 10/24/2023
****************, thank you for relaying these concerns to us so that they may be properly addressed. Our Customer Resource Specialist will be reaching out (if they haven't already) to schedule your launch meeting and answer any remaining questions that you may have regarding your project. Thank you for being one of our valued customers and we are very much looking forward to closing your project out on a positive note.Initial Complaint
Date:09/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was sold on a solar system that was supposed to create a way to eliminate our monthly electric bills. After about a year in, I was still receiving electric bills and was basically paying my electric and the extra loan payment. We have a huge $50k system on our house that should produce more than enough electricity. On top of that we have a shop that has them on it as well. It is impossible to get in contact with the people to even get help. Ive called the service line and three other numbers and I cannot get through to anyone. If I am going to have an electric bill and not be what I was promised, I am ready for them to come take these off and refund my money. I am up to $500 in electricity costs this month, plus the cost of the solar loan. These are in no way, doing as I was promised. At this point, I am tired of dealing with this and just need these people to come take these panels off my house and release me from the hassle of having to deal with them any longer.Business Response
Date: 09/18/2023
Thank you for the opportunity to respond to your concerns regarding her experience with Freedom Solar LLC (Freedom Solar, we, us, or our). We aim to give all our customers an outstanding experience and we're disappointed to hear about these frustrations you're having at the moment. A system production/consumption report was generated for your site and it has been determined that your system is actually producing very well. The main issue here is the significant increase in consumption that has taken place since the installation of your system. We understand the frustration as nobody wishes to receive a high utility bill especially after going solar. That being said management will be reaching out to ensure this information is properly communicated to you and will continue to be a helpful resource for you moving forward. If you have an further concerns you can always contact our ************* department as well ************ Thank you again.
Initial Complaint
Date:09/05/2023
Type: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.
We purchased solar panels and paid in full by beginning of June 2023. We had fully functional panels up until June 17. Then we have been trying to contact them repeatedly to have someone come out to fix them. We have called numerous times but customer care keep stating we will get a call from service department to schedule for someone to come. We never got a call from service department and every time we call customer care, they say the same thing. We are not sure what else to do because we are paying the same amount for electricity after paying a large amount of cash for solar panels. They will not give us a time line and we are not sure what else to do as it has been over two months of solar panels not working.Business Response
Date: 09/13/2023
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 about this situation. We have scheduled a service visit for this Friday *****. Our operations team will be in contact with you to confirm this visit and management will continue their involvement until this issue is properly resolved. We apologize for this inconvenience.Customer Answer
Date: 09/15/2023
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,
*****************Customer Answer
Date: 09/26/2023
Complaint: 20558903
I am rejecting this response because: My recently installed solar panels were not working and it took two months and one complaint to BBB for a service person to finally come out. He identified that there was two faulty panels and said that someone will come next week to replace those. I received a phone call one day before my appointment for confirmation. On day of appointment, I called after no one showed up an hour after appointment and was told to wait another hour and call back. Waited whole day and no one showed up. I called the next day and was told that there is not enough workers. I dont understand why they would confirm an appointment that they made if there was not enough workers. I was told they would call back later in the day to let me know time line. That phone call was a week ago. Last time, I was able to get someone to come out after two months after filing a complaint to BBB so this time I am trying that again. If there is no service worker to help current customers then they should not try to get more customers. There is absolutely no communication between customer service and service department.
Regards,
*****************Business Response
Date: 10/05/2023
*****, thank you for reaching out and providing this feedback as it allows us to improve our processes and make the adjustments needed to avoid situations like this in the future. Our Service department has confirmed that following your recent site visit all of your systems panels are live and producing power. We apologize for the delay here and will continue to assist you with any further issues/concerns. Thank you again.Customer Answer
Date: 10/09/2023
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
Date:09/05/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a solar panel system installed by Freedom Solar Power in 2014 with a life time guarantee.Starting in early July half of my system is down so now the half of the system isdown for TWO months It took three weeks for a technician to come and look at my system The diagnosis was that the inverter was defective It took three weeks for the new inverter to arrive but only to realize that there was another defective part (which should have been identified during the first visit)I am now waiting for the new part without any schedule in sight for the part arrival or a date when a technician will arrive to fix the system So for TWO month half of my system is not producing and it is doubly sad because not only I am NOT saving money but also cannot help ERCOT with their increased demand due to the heat that stresses the grid.I find this situation totally unacceptable and in flagrant violation of the commitment of "life-time warranty and excellent customer support" as promised by ****** and outlined in our contract.Initial Complaint
Date:08/29/2023
Type: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.
We purchased solar panels from Freedom Solar in February 2021. Someone in our community recommended them as they had a good experience. I called them and a solar rep came to my house. The sales **** ***** was very personable and gave me the run down and pretty much told me that if I get these solar panels, my bills would be about $50 to $80 in peak season and in the off season, my bills would be a credit. I have a **** sq ft house with 4 people in it. She configured that I would need 33 panels and assured me these would be enough to cover my house. We had moved in November 2020 so I did not know what the usual CPS bills would be. I gave her the one month of utility bills she asked for. The proposal I signed said that my bill would be offset by 73%. I agreed and signed off on it. I paid $42K for 33 panels. The solar panels were installed and I started paying on around $150 each month to the finance company. I started receiving my CPS bills and each month I had to pay. I thought maybe it was because I had to build credits. I was unsure of when the bills would go down. I have not changed anything at all. Fast forward to September 2022, my bills were now in the low $100s so I contacted Freedom Solar and was getting the runaround. I had been corresponding with a service coordinator named *******. I was asking for my consumption to be read properly. ******* instructed me that Freedom Solar was going through some kind of update and would not be able to give me any info until it was done. I never received an email from him after this. I emailed him again in October 2022, but no response. My bills seemed to fluctuate but never go down. In July 2023, my bill was $191 so I contacted Freedom again and I wanted a tech to come out and make sure my panels were working. I was advised that it would be a long wait. I was contacted my a coordinator named **** who sent me reports on my production and consumption. i had no idea what I was looking at. I called again and spoke to someone in the accounting department who routed an email to the escalation. I was pretty much told that my consumption was too high but I havent changed anything. I cant get anyone to come out and take a look at them. I did email back saying that the 33 panels should be able to handle the **** sq ft house since thats what my proposal says. My bills are high especially with the monthly finance payment. It has been extremely hot and sunny here in ***** since June 2023.Business Response
Date: 09/22/2023
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're not satisfied with our products and services. Our Production Analyst has sent an email detailing your requested production/consumption report. This report shows an increase in your home consumption since the point of sale which is the primary cause of your high energy bills. Our service team has also performed a system review and determined that there are no current serviceable issues/alerts present. We are happy to perform a site visit to confirm this so our service department should be reaching out soon to schedule this. As the weather cools down you should see a reduction in your home consumption which should cause your energy bills to decrease as your solar system is actually producing quite well. Management will also be in contact with you to ensure that all of your remaining issues/concerns are properly addressed. Once again, thank you for reaching out.
Customer Answer
Date: 09/22/2023
Complaint: 20536406
I am rejecting this response because I have yet to receive a call from Freedom Solar regarding coming out to inspect our system. Once it is complete, I will close it out but until then it remains open. I have yet to get a response email back from one of your employees regarding this matter. It has been since August 23, 2023.
Regards,
*******************************Business Response
Date: 10/05/2023
Thank you for your response here. Per your request our ****************** has scheduled a site visit to address your concerns. Please lookout for further contact and feel free to reach out to our Customer Experience Manager if you have any questions.Customer Answer
Date: 10/05/2023
Complaint: 20536406
I am rejecting this response because: I am still waiting for them to come out and inspect my panels. I have been told I am in the queue for them to come out but that's all I've heard from them. No concrete appointment has been made. I will not close this case until I have had an inspection from them.
Regards,
*******************************Business Response
Date: 10/12/2023
*********************, your service visit was completed on 10.09. ************** did confirm that he did not find anything concerning during his visit. He mentioned that you could be due for a panel cleaning service but other than that the system is in great condition. As stated previously your system over produced our production estimates in 2022 which is further confirmation that your system is performing optimally. Consumption has been high for the majority of our customers this summer due to the high temperatures we experienced so we understand that you may have recently received higher than normal utility bills. As the weather cools down your bills should decrease. Please note, our ****************************** will continue to assist you in the future if need be.Customer Answer
Date: 10/12/2023
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
Date:08/16/2023
Type: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 with Freedom Solar on 3/18/23. The process went pretty smoothly and our panels were installed 8/2/23. We had been pretty happy with everything and even recommended them to some people in our neighborhood. However, our neighbors house (which is quite close) has been getting glare/reflection into their house for much of the day. I went over and witnessed it myself when they brought it up and have seen many photos of it. I called and talked to people at Freedom and exchanged many emails asking about using taller racks on the downside of the panels to change the angle/lift them up so that the reflection is not going into my neighbors windows. I've seen it done on other houses and it's definitely possible. Freedom said "they don't currently offer that". Their solution was for me to pay over $4,000 to relocate the panels. I feel like the error was on the design team for not considering glare into a neighbors house. It would have been inconvenient to have to get to this point and go through a relocation (more holes in my roof) but for them to say I need to pay $4,000 to fix that error is to me, not fair. No one brought up that being a possible issue in the sales process. They also said they adjust panels based on production in the sales pitch, so I'm wondering how that's no longer possible. I reached out to the salesman, but he's no longer employed by them. I would like to have them consider taller racks/mountings on the panels to fix the problem, or at a minimum, not charge me for relocating them. I tried many times before filing this complaint.Lots of people are asking on our neighborhood page about panels since our utilities have gone up. Seems I will have to publicly rescind my endorsement of them. (hopefully they will receive this and address the issue)Business Response
Date: 08/22/2023
****, 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're not satisfied. Our ********************* has contacted you and is currently working to provide a resolution that properly addresses this concern. If you feel like you need further assistance during this time please feel free to reach out to our ************************ ************Initial Complaint
Date:08/14/2023
Type: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.
Let me begin by saying this is the 2nd altercation Im having with this **mpany. The first one was caused by an inexperience installer causing damage to shingles on our new home. I went through the same denial & deflecting from this **mpany for a **uple months. Im happy to say that I proved their ***************** repaired my roof. Now for the latest... my wife and I purchased a solar system for our home on 10/17/22 from Freedom Solar because they were all-inclusive. They design, manufacture, install, maintain & guarantee all of it for 25 yrs. We agreed to finance the system for 25 yrs at a $120 per month. In addition we would pay approximately $30 a month to our utility ** for monitoring/distribution. It's important to note that our rep "estimated" this fee because she stated she knew the fees for all of the major utility **mpanies in our area but has "NEVER WORKED WITH OUR UTILITY CO-OP COMPANY". The fact that our most recent electric bill was around $155, we were still not **nvinced this would benefit us in the long run. The rep explained about how utility **sts are rising & will **ntinue to increase over time. She also said, With your new system producing all of the energy to power the home in its current state, the **st per kilowatt will NEVER affect our monthly payment. With that said, we signed up with them for the next 25 years. The problem arose when we received our first electric ********* was for $50, not $30. The 2nd bill was $68, the 3rd was $70 & the latest was $82! I then shared this info with my ********* first response was surprise & disbelief. A few days later she responded by asking what we are doing different to use more energy than normal? She was shifting the blame over us! She asked me to send **pies of the bills so they may review them. I did & I received an email with a graph showing we use a lot of energy between 7-9 pm (again, blaming us). I promised her our lifestyle has not changed, we did not add anything electric since we went solar. After more time goes by, I get an email from their team who noticed (for the first time) our utility **mpany calculates their net metering rates at 50 cents on the dollar, while all of the other large **mpanies pay 1:1! THIS IS THE REASON WE ARE PAYING MORE THAN THEY EXPECTED! I sent and email pointing out that Freedom Solar did the calculations wrong and they refuse to admit it. We need maybe 4-6 more panels on our roof in order to get what we agreed upon.Customer Answer
Date: 08/16/2023
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,
*********************Business Response
Date: 08/31/2023
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 that you were not satisfied with our products and services. Management has reviewed your situation and has determined that your system is performing very well as your monitoring data aligns with the production estimates that were provided to you pre sale. We believe that your utility meter was causing the discrepancies on your bills. Management has requested that you submit your next two utility bills once they are received so that they may be compared to your system monitoring data. We will continue to assist you until your situation is fully addressed.
Customer Answer
Date: 09/04/2023
Complaint: 20463287
I am rejecting this response because:If my system is functioning "very well" as you put it, WHY AM I STILL PAYING FOR ELECTRIC? If you cannot answer that question after all this time then please explain how you convinced my wife and I to purchase over $30,000 worth of solar panels? I am 6-7 years away from retirement and your sales representative assured us we will NOT PAY FOR ELECTRICITY from this point forward. Please install additional solar panels on our home to give us what was promised before we signed your contract. Please.
Regards,
*********************Business Response
Date: 09/27/2023
*****, thank you again for your feedback here. To answer your question, even with a 100% solar offset you may still receive a utility bill. Solar offsets are based on annual utility costs, system production and home consumption. Solar offset is not and can not be guaranteed as Freedom is not able to control all of the variables that contribute. However, if your solar system is producing well, your consumption does not increase post sale and your utility rate remains consistent you should be able to achieve a 100% solar offset. Based on your system proposal you will have a bill in the summer months (June- Sept) as you are estimated to be a net consumer (meaning you're estimated to consume more than you produce) Oct-May you are estimated to be a net produceder (meaning you're estimated to produce more than you consume) So in theory the months that your a net producer will make up for the months that you are a net consumer which is why you are able to have a 100% offset and still receive utility bills. Our Customer Experience team will continue to be in contact with you to ensure that any further questions/concerns that you have are properly addressed. Thank you for your time.Customer Answer
Date: 10/03/2023
Complaint: 20463287
I am rejecting this response because:I have already provided copies of our electric bills starting March thru Sept 2023. All of these bills have charges for electric consumption beyond what our solar system has produced.
Each bill has progressively increased. Beginning with a bill for $50 and ending with a bill for $92. I will promise you that the upcoming bill will not drop down to $0. Which proves your "proposal" theory is completely false.
You promised us FREEDOM from the electric company. I have been paying the finance company for your product as well as my utility company for the energy my system is not producing, FOR 7 CONSECUTIVE MONTHS!
Please stop making excuses for the mistake your salesperson made while calculating the number of panels our household would require.
The only way to correct this situation is to install the necessary number of solar panels to give us what was promised, or remove your system from our home.
Regards,
*********************Business Response
Date: 10/12/2023
**************, after reviewing your Sunpower monitoring data for the month of September 2023, we can confirm the following:
- It is clear that your solar system is capable of producing the estimated production totals given in your system proposal; in fact, in September, your system produced 17kwh more than we had estimated. If weather permits, we anticipate you will realize the annual solar energy savings that we estimated.
- Regarding your proposal inputs, your Energy Consultant confirmed that she included you and your wife on a call that was placed with Peace River, your utility company. During this conversation the Peace River rep provided your home's exact month-to-month kwh usage totals. This data was used to size your solar system.
Customer Answer
Date: 10/22/2023
Complaint: 20463287
I am rejecting this response because:As you have seen from the utility bills we sent to you, we have been paying for electricity for 8 consecutive months. I have also shared our electric consumption totals showing that we are not using more than we used one year earlier. And yes, my wife and I were part of that phone conversation with our utility company. But neither of us had our calculator out! We observed our rep doing her job. We never thought to double check the math at any point. People make mistakes, you know. And what you closed with on your response says it all... additional solar panels will solve our problem.
With that said, we are finished with you talking in circles. We have consulted with a law firm regarding our situation. They see what we are experiencing and agree that 4 more months will not make a difference. We have been advised to complete 12 months of service before taking any action. I'm sure you will be hearing from us again.
Regards,
*********************Initial Complaint
Date:08/10/2023
Type: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.
Not only I have not seen significant results in our electrical bill being reduced since they installed the equipment. Our electric bill never dropped from $250/month. Our home is only ***** sq Ft house and the electric bill has gone from $250/month with the panels to up $550/month. On top of that ** still paying off the loan with a $200/month charge with GreenSky, which adds up my monthly electricity bill to over $700/month. I have not seen a benefit in getting any equipment from Freedom Solar, its gotten to be a complete joke as a form of saving money with our electricity bills, and is like giving $40,000 away to someone with out a reason.Business Response
Date: 09/19/2023
Thank you for the opportunity to respond to your concerns regarding her 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 service team has performed a site visit and took some time to address a few of your concerns in person. You now have full access to your system monitoring which should allow you to properly track your systems performance day to day. Our Customer Experience Manager is in contact with you and will continue to assist you with this situation until all of your concerns are fully resolved. Thank you again for reaching out.Customer Answer
Date: 09/19/2023
Complaint: 20449344
I am rejecting this response because:
Regards,
*************************This is the first time I hear that I have access to my system, no one from Freedom Solar bothered to get back to me.. That is exactly what I wanted to do is see the performance of the system, I really don't think the system really ever worked. I have no idea what App I need to download, or my login or account information. Again, after placing several calls to them, no one has bothered to get back to me. I would defenintly not recommend anyone to deal with Freedom Solar. No repeat sales from us or anyone in my circle of friends.
Business Response
Date: 10/05/2023
**************, thank you for your response here. Our Customer Experience manager has sent over via email very detailed instructions on how to access your systems monitoring data. They will be able to assist if you have any questions or concerns. Our service department has been in contact with you regarding your service request and will continue to assist you until the situation is resolved. We thank you again for your patience and understanding.Customer Answer
Date: 10/10/2023
Complaint: 20449344
I am rejecting this response because:
Regards,
*************************They called to tell me that it was raining and they couldnt replace a new part of the system that needs fixing. Nothing has changed. Were still trying paying between $450-550 on our electric bill plus the panel loan of $200 per month. Definitely not worth it. I thought it would make sence to get the panels here in Southern *****.
Business Response
Date: 11/29/2023
**************, Our service department has confirmed that all needed service work has been completed and your system is reporting at 100%. Monitoring directions have been emailed over to you so that you may get logged into your monitoring applications. Our Customer Experience department remains on standby to assist you with any further issues/concerns so please feel free to reach out anytime. Thank you.
Initial Complaint
Date:08/09/2023
Type: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.
Freedom Solar provided an estimate of power generation capability based on the system they installed. The estimate was for a ****** kW system. To date, the system maximum generation has been over a full kW lower than estimated, even noted on their monthly reports to me. I have simply requested that they tell me how many more panels I need to install to meet the promised power generation. After an initial response telling me the power generation was at the "producing as promised", they said they would forward the email to their Production Team. It has been over six weeks and after multiple follow up emails there has been no response.Business Response
Date: 08/17/2023
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 are not satisfied. Our Customer Experience Manager has attempted to call/email in order to provide you a resolution to your expressed concerns. If you did not receive this contact please reach out to our ************************ via phone at ************ so they may further assist you. We look forward to answering all of your questions.
Customer Answer
Date: 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,
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