Current Alerts For This Business
BBB files indicate that this business has a pattern of complaints concerning solar system operation, repair, and workmanship. Specifically, consumers allege solar systems do not work, repair, and workmanship concerns including delays, roof damages, leaks, failure to follow up with consumers, solar panel issues, and city inspections. Consumers allege production does not meet the expectations of what they were sold and installation concerns including long waits for installation, incomplete or failure to follow up on installation concerns.
On September 13, 2024, BBB submitted a written request to the company encouraging them to address the pattern of complaints.
Freedom Solar Power responded to BBB’s request on September 26 stating they have implemented the following:
· Freedom Solar Power has hired 4 new Service Coordinators to answer customer calls, troubleshoot system issues, and arrange virtual and in-person service visits, as well as 7 additional Customer Care Agents.
· Freedom Solar Power has implemented process changes including building out functionality devoted to their Service team in their proprietary solar project management software, as well as Hubsport, adding improved customer communications processes, and enhanced call scripting materials and training.
· Freedom Solar Power’s Customer Care team has been working overtime to field and action the increased number of incoming calls.
· Freedom Solar Power has developed its myFreedom customer portal to provide project updates in real-time, solar education, and allows customers to track their day-to-day progress.
· Freedom Solar Power’s Service Team has been meeting weekly to review aged service tickets to ensure they are not neglected.
Regarding service delays and roof leaks Freedom Solar Power responded that the primary cause of the recent increase in service delays and roof leak-related complaints are from Hurricane Beryl as both customers and employees were affected by the storm due to a lack of electricity for a week which resulted in a service backlog they are continuing to resolve as of today. Freedom Solar is working overtime for several weeks to accommodate their customers.
To address roof leaks Freedom Solar has proactively updated certain installation equipment and processes to minimize roof leaking-related issues in the future. This includes switching equipment manufacturers for the products used to install solar racking systems.
In response to a pattern of complaints regarding solar production concerns Freedom Solar Power responded that due to the complexity in nature of solar systems, many factors are at play to the amount of electricity that may be produced and bill savings that may be recognized. During the initial sales consultation, salespeople provide detailed information about customers' energy production, bill savings, and system performance.
While Freedom Solar offered a production guarantee for a short period of time, they do not offer a production or bill offset guarantee as clearly stated in their sale materials and solar installation contract. Customers are provided with educational resources to help them understand the factors that influence solar energy production, such as weather conditions, shading and panel degradation, and soiling.
In addition to describing and offering educational resources to customers to help them understand the factors that influence solar energy production, Freedom Solar has mandated that their sales proposal cannot be edited by their sales team members.
During the last year, Freedom Solar has also implemented enhancements to its process to address this issue:
• A pre-installation Design Complete call with the customer to discuss the design and system capabilities in detail. Freedom Solar offers the customer an opportunity to ask any questions relating to their system's production estimates and/or request any design changes that they feel are necessary. Since the implementation of this call, Freedom Solar states they have noticed a significant decrease in complaints related to system expectations.
• Created a process of checks and balances with their Design and Engineering team, which occur prior to the Design Complete call, to ensure that electricity consumption figures inputted into their sales proposal system are accurate and in line with how they describe their electricity bill offset estimates in their sales proposal.
During the sales process, their sales team uses a software program to estimate solar production based on several factors, including the number, location, direction, and tilt of the panels.
Freedom Solar collects the customer’s historical electrical utility bills to estimate electricity consumption; if these cover 12 months or more, they will use actual bills to estimate consumption; if these cover 4-11 months, they will use Aurora’s Energy Consumption Tool to estimate consumption; and if these cover 3 or fewer months (e.g., a newly constructed home), they estimate consumption using ResStock, a tool developed by the National Renewable Energy Laboratory, based solely on the home's square footage, gas usage, and a fixed multiple by geographic region.
With this data, an estimated annual percentage of consumption offset figure is shared with the customer which is clearly labeled as an estimate, and the actual results could differ based on numerous factors, such as electricity consumption rates.
During the site assessment, which occurs after the sale, Freedom Solar runs a drone over the home, which allows them to develop a more accurate 3-D model of the home for production modeling purposes.
During the design phase, the design and engineering team re-designs the system using precise tools re-estimates production.
If production estimates through their precise tool are meaningfully less than through their initial program Freedom Solar will notify the customer, provide a new proposal with decreased production and electricity consumption offsets, and ask the customer to confirm if they’d like to move forward, the customer has an opportunity to approve the design and estimates or cancel the project with no cancellation fee.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In early 2022 we got a solar system installed by Freedom Solar. The salesperson said the system would cover half or more of our current electrical bill. After initial installation they system required multiple follow on appointments to fix various problems and issues. Most often the arriving crew did not have the appropriate information nor parts required to fix the problem. It took over six months to finally get the monitor working. At each and EVERY appointment I asked the workers to have management call me. I also called up to the austin ****** and often got no one to answer the phone. When they did the person knew nothing about they situation and I had to regurgitate the entire story every single time. They apologized promised it would be fixed but zero, ZERO response. They dug a large trench in our yard then after laying cable left it open. We are older and had to find enough dirt to fill in over a hundred yards of open trench. I got a card from the *** BB who swore up and down to contact him with ANY ISSUES. I never bothered him until now. Since December Ive been calling and leaving messages. Also calling austin ****** to no avail. No managers call us despite repeated requests. We filled in the trench they dug. We save maybe $45-50 per month. At this rate my great great grandchildren may have a system that pays for itself-over zealous estimates on savings from sales people. 5-6 months waiting for parts with little to no phone contacts or updates. One time workers showed up with zero notice. Ive had to take of work multiple times to accommodate a useless appointment that fixed nothing. Now Im supposed to trust them to provide tax year paperwork for solar credits? I cant even get these people to respond to multiple phone calls. Ive always left a message. I felt sorry for the workers who did show. They are not properly informed not equipped to complete the job and were always cordial and sympathetic to our plight. Zero customer service.
Business response
02/16/2023
Thank you for bringing these concerns to our attention. We take any and all customer feedback very seriously as our main goal is to ensure every customer is properly cared for and satisfied with the service we provide. Our management team made contact with you confirming all of your concerns have been addressed. If you ever have any other questions please feel free to reach out to our ************************ as they are happy to assist you. ************ Thank you for being one of our valued customers.
Initial Complaint
01/04/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
May 2022, I signed contract with Freedom Solar (FS) for battery backup on existing solar panel array. Sales rep agreed this would be easy and quick. Now, nearly 8 months later, I have no batteries. FS repeatedly blamed delay on our public service company (PS). I called PS Oct 3. PS told me FS application was incomplete/rejected causing my application to go to the bottom of their queue. FSs original application omitted the required one-line diagram. On Nov 2 PS received and logged in a missing diagram. PS approved the installation on Nov 17. It took Freedom Solar 5 1/2 months to submit a complete application for a simple installation of 2 batteries. Public Service took 15 days to approve. On Nov 23, I left msg for FS Sales Rep. I heard nothing back. Since then, Ive been talking to FS asking for installation date and next steps. Each time, I must reeducate them about my project issues. They say someone will call, but no one ever calls back. This is a repeating pattern. Its been 2 months since PS approved the application for installation and no installation date from Freedom Solar. I discussed my design concerns with Sales Rep in May 2022, that I did not want conduit running haphazard across the wall downgrading my property value. Sales Rep said no problem. After their haphazard approach to prep work, I am not confident the install will be acceptable. FS has hindered the contracts completion by failing to submit a complete application in a timely manner, and not returning phone calls or communicating with me to deliver what was promised. Twice, I requested cancellation and 100% money back. I wish to cancel the project and get back my $8680 deposit. FS negligent behaviors in the last 7 months are inherent of the culture of their company. FS has proven they unprepared, unresponsive, and unfamiliar with ******** public service procedures. All future promises cant be trusted.Business response
01/18/2023
Thank you for reaching out and bringing your project concerns to our attention. Our management team is working to ensure your project is completed and all issues are resolved. We want nothing more than for you to be experiencing the benefits of going solar as soon as possible. We appreciate your patience and understanding during this process. We will continue to update you accordingly.
Customer response
01/18/2023
Complaint: 18673291
I am rejecting this response because:My original investment of $8680 has not been refunded to me.
Regards,
*******************Initial Complaint
01/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Solar was installed in May or June of 2022. Following damage to our roof during install we have yet to receive a passing city and fire ******** inspection for our system. We have also seen a steep and steady decline in the solar production of our system since its install and unfortunately Freedom Solar has yet to install and activate a monitoring device so we can keep tabs on the health of the panels. We have asked over and over for someone to give us an update on the inspections and the monitoring device. We were also promised a drastic reduction in our monthly costs due to this system. This was a bold face lie, as our energy bill remains largely the same only now we pay a loan on a system that is not doing what it was advertised to do. We wish to have the entire system uninstalled and the sale and loan canceled. We have been asking for a resolution for months and after digging deeper into Freedom Solar's reviews it is very clear that this is standard practice for them, as there are a great many customers experiencing the exact same issues we are.Business response
01/18/2023
Thank you for reaching out to us regarding your project concerns. Our management team has been in contact with you and will ensure all of your pending issues are resolved. We want nothing more than for you to be enjoying the benefits of going solar as quickly as possible. We appreciate your patience and understanding throughout this process.
Customer response
01/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** and have spoken with the company's ***. It has been agreed that we will wait a few more months to see if production of our system, now that it has hopefully been fixed, is at what was advertised when sold the system. We will be reaching back out to executive management by the end of April with a decision to either keep the system or have it removed and the sale canceled. These terms were agreed upon by all parties on January 18th 2023 during a conference call with the *** at 2 pm.
Regards,
*****************************Initial Complaint
12/27/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Freedom Solar installed a > $100k solar installation for me. They advertised after installation support. NO SUPPORT IS AVAILABLE. My install is not working, batteries are not providing backup power. No response from the company.Business response
01/18/2023
Thank you for bringing this matter to our attention. You currently have an open service ticket with our service department. We are currently awaiting a response from TESLA as they will need to assist with your Powerwall concern. As soon as we have any further information our service tech will update you accordingly. We appreciate your patience and understanding during this process.Initial Complaint
12/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was told that I would have solar power. Now they say CPS is at fault for the panels not being hooked up. What is the problem do you have to pay for the panels first. I would not recommend this company for any kind of project.Business response
12/21/2022
Thank you for reaching out regarding your project concern. After further review we believe that you may have mistaken Freedom Solar Power for another solar provider. If you believe this is a mistake please feel free to contact our ************************ as they are happy to assist you. ************
Initial Complaint
11/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We signed an agreement with Freedom Solar on February 28, 2022 to install solar panels, along with two Tesla batteries, for a total price of $77,500. We have paid $58,125 to date ($19,375 on March 4, shortly after we signed the contract and $38,750 on May 27 when the panels were installed on the roof). At that time, the project seemed to be on track, but they then had problems connecting the electrical and could not complete the job. As of today, the panels are still not connected - almost 9 months after signing the contract and almost 6 months after the panels were installed. We have spent considerable time reaching out to the company to get status updates. In the beginning, they consistently told us that it's difficult and they're working on it. At this point, the company is no longer returning our calls or responding to our emails and we have no confidence that they can actually complete the job. We are looking for them to cancel the contract, remove the panels, fix any damage caused during the removal, and reimburse the full amount we've paid plus interest. We would really appreciate your assistance in resolving this.Business response
11/18/2022
Thank you for taking the time to explain your current project concerns bringing them to our attention. Our management team will be contacting you with a plan of action and will ensure all voiced concerns are addressed and resolved. Please also feel free to reach out to our ************* team at any time as they may assist you with any questions during this process. ************
Customer response
11/19/2022
Complaint: 18400654
I am rejecting this response because: This is the same thing I have heard from Freedom Solar again and again - that they'll contact me. I have not heard from management and situation is not yet resolved. I have contacted customer service and they listen and then pass my issues to management, but nothing has been done. I am not willing to close this complaint until it's actually resolved with the panels removed, any damage fixed, and all payments I've made returned to me, with interest.
Regards,
*****************************Business response
02/23/2023
As per your recent correspondence with our ******************** we consider all of the listed issues/concerns addressed. We fully intend to fulfill our resolution agreement with you and are currently in the process of doing so. Thank you for your patience and understanding during this process.Initial Complaint
10/25/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
In May 2022 I signed up with freedom solar power company to take care of my solar panel installation. They installed after My HOA APPROVED THE PROJECT (june 2022) in the 3rd week of July 2022, since then until today I am going thru anxiety and finding it difficult to get the solar panels activated. The company keeps blaming it on cps saying they're supposed to come and activate it... But how long they've no answer.. Freedom company is the worst company ever don't bother to sign up with them. Now I've been paying my electric bills from cps and also paying for my loan for solar panels..even though My solar panels are not activated yet.. Is this fair on a consumer basically I'm victimized for no fault of mine.Business response
10/26/2022
Thank you for taking the time to bring your current project concerns to our attention. Our Regional Operations Manager for your area is aware of your situation and is working to expedite these final inspections that are currently holding up your project. We understand your frustration and want nothing more than for you to be experiencing the benefits of going solar as soon as possible. Our Management team will continue to provide you with helpful updates until your project is fully completed and system producing power. Once again thank you for reaching out to us and please feel free to contact our Customer Care Department anytime as they are more than happy to assist as well. ************
Initial Complaint
10/11/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
I signed my contract for solar panels. a backup battery, and a SPAN io smart panel to replace my breaker box on May 17, 2022 for $61,509. Everything except the SPAN io smart panel was installed and operating by the end of September 2022. Since the date of contract, Freedom has not been able to give me any information about the SPAN io smart panel. They have not communicated an anticipated installation date or provided any other info besides the info about the device being on backorder. They don't know when they will receive the device to install either. So, I've paid for a device that I do not have installed, and don't know when it will be installed. I've contacted Customer Support, the Scheduling Dept., and my Sales Consultant and no one has any information. I also asked every technician that they've sent to my house during the solar panel and backup battery installation and none of them knew either. Each time I talk to Customer Support, they always say someone from the Operations team is checking into it and will get back to me but no one every calls me back. I also called and emailed the CEO with no response. I would like the SPAN io smart panel and any associated installation costs removed from my contract and refunded as I don't need it and my system has been operating fine without it.Business response
10/17/2022
Thank you for taking the time to bring your concern to our attention. Our Area manager for the DFW region has confirmed that he has contacted you regarding this situation and he is currently working with our accounting team to ensure you are reimbursed accordingly.Our Customer Care Management will be providing their contact information to you via email which should resolve the communication issues you've experienced thus far. Thank you for your continued patience and please be awaiting further contact.
Customer response
10/24/2022
Complaint: 18197642
I am rejecting this response because:Although I have been contracted and informed that a refund will be issued and mailed to me, I have not received the refund yet or any updates since I was told I would get one.
Regards,
******* ******Business response
11/01/2022
Thank you for reaching out to us. Our accounting department has confirmed your refund and our management team has recently reached out to provide additional details. If need be please feel free to call our Customer Care line at ************ for further assistance.
Customer response
11/08/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18197642, and find that this resolution is satisfactory to me.
Initial Complaint
10/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased solar power system from Freedom Solar in the summer of 2020. It’s been great earlier this year about the month of May, production of the panels dropped by 25-30%. Waited a couple of months to determine that this was an actual production drop, and called Freedom Solar to come check the panels and possibly schedule cleaning for the panels. They scheduled a Service Appointment for the panels on September 14th. The crew arrived in the morning on the 14th, did a quick walkthrough with and determined that the breaker was tripped for one of the sets of panels. They worked??? all day until late afternoon and met with me when they were headed out. They informed me that they were leaving soon, wanted to show me what caused the damage. Said squirrels had chewed through the wiring to bare wire in some cases and caused it to be partially inoperable. Showed pictures from a cell phone of the damage. Also said they were leaving the circuit unenergized if that was ok. I very much agreed. They also noted on panel needed to be replaced (there was one panel that was being difficult when initially installed, no surprises). Said they were providing information back to Freedom Solar for further service. Recommended I contact Freedom Solar to install Critter Guard, so I did at they installed it. Email communication from Freedom Solar said they would provide a report the day after service. Never received the report. I also never received any contact from Freedom Solar or otherwise regarding the additional repairs cost, etc. October 3rd I contacted Freedom Solar, they had no info on the service or subsequent work said they would contact the DFW service manager. During the conversation prior to redirecting to the service manager they said they have ******** run diagnostics, see what was wrong. This was after my description of the damage their crew previously identified. I contacted the service manager who sent the crew she said she would have diagnostics rnBusiness response
10/05/2022
Thank you for taking the time to reach out to us regarding your system concerns. Our Service Manager has confirmed that we will be returning to your home for further system evaluation. Our scheduling team will be in contact to confirm your service visit date. We apologize for this inconvenience. We will ensure that all of your current concerns are addressed promptly. Please feel free to contact our Customer Care department as they are always happy to assist.
Initial Complaint
09/19/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Freedom solar contract number ****** 1/31/22. Sales person ***** ******. (*****************************). I contacted Freedom Solar about having the solar panels turned on by CPS power. They have not given me a sufficient answer as to why for 4 MONTHS. They have told me they were waiting on a part so I could watch the consumption of power but that it would not affect the system. Still have not received any answer even though they call/email me with no answer.Business response
10/04/2022
Thank you for taking the time to reach out to us regarding your current project concerns. Our Operations Manager for the San Antonio region has confirmed that your City Inspection is scheduled to be completed 10.04.2022. Following the inspection results we will be requesting your Utility Inspection through CPS. The Monitoring Device (PVS6) will be installed during your City Inspection on 10.04.2022. Our Management team will continue to be in contact with you and please always feel free to contact our Customer Care Department as they are happy to assist you. ************
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Contact Information
Customer Complaints Summary
115 total complaints in the last 3 years.
49 complaints closed in the last 12 months.