ComplaintsforFreedom Solar Power

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I decided to purchase solar panels back on 29 July 2021 through Freedom Solar Power. Based on CPS Solar Registered Contractor list. The sales lady told us the whole process should have taken 3 months maximum here we are June 27, 2022 and nothing has been completed. From Nov 2021 up until now the only thing that has been done. They trench about 100ft and laid wire, and put 6 pipes in my property. I was contacted by Mr. ***** ***** on Jan 26, 2022 he informed me that it would cost $9800.00 to cancels the contract. Feb 3, 2022 I emailed him back and told him, Mr. *****, we can continue if you can provide me a start date. Feb 4, 2022 Mr. ***** emailed me back, Let me get with the scheduler to determine when we can get you taken care of. That was the last time I heard from him. Last contact with him. All of this construction was done without first obtaining the proper permits. On May 17, 2022 I received an email from CPS to inform me that CPS engineering has approved your project to begin construction. June 10, 2022 received a call from ***** ******** Spoke to a person by the name of *******. He informed me that they had not received a payment for the solar panels. I told his that the panels had not been installed yet. After 11 months from contract signing we have decides to cancel the project. We don’t feel that we should have to pay, because they should have waited until the proper permits were obtain. They took a gamble by starting without permits.

  

  Business response

  07/29/2022

  Hello Mr. ******

  Thank you for bringing your concern to our attention. Please note, our project timelines vary drastically depending on the work required. Your particular project has a very large scope of work as it includes a ground mount and trenching. I can assure you we fully intended on fulfilling our contract with you. We were moving forward with your project until you unfortunately requested to cancel. Permitting for your project isn't required as your property is in fact outside of city limits. Our management has been in contact with you and would be more than happy to move forward and complete the remainder of your project if given the opportunity. Thank you.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife and I decided to purchase solar panels through Freedom Solar Power of Denver (based in TX). Based on their brochures, the whole process should have taken 3 months maximum. We signed the contract 8/24/2021. Based on our contract, our total cost was $21,064, which was paid by checks below: -9/15/2021 - $5,266 - 11/8/2021 - $10,532 - 11/8/2021 - $5,266 (I don’t know contract number but our address is *** * **** ** ****** ** *****) We have already paid for materials and services as per the contract and, at 9 months, this business has still not delivered on materials and service. Our solar panels remain off and not working. From our experience, there were various delays and errors amongst the various team members on multiple visits (some surprise ones), with resolutions that were poorly developed with undesired consequences (changed planning in our house), that can only be attributed to incompetence, carelessness or both. Today, 5/19, makes nearly 9 months from contract signing, and we just received an email stating we can power up our system. However, I had noticed last week a malfunction of a pivotal component required for powering up, and called 5/11 (Wed) to report the issue. The representative stated they will research and call me back 5/16 (Mon), and I have yet to hear back. We will acknowledge that the company provided us with a $425 check in Jan or Feb after we complained of delays, in the name of lost solar generation, but this does not justify continued prolonged incompetence.

  

  Business response

  06/06/2022

  First, we would like to thank you for being our customer. We're positive you'll be very satisfied with your system once you have the opportunity to fully experience the benefits of going solar. 

  We understand your frustration with the timeline of your project. A design change was needed following a site visit which required our accounts management team to re-submit the needed documents. Following, we worked with your utility provider to schedule the shutdown needed for the installation of your system. At this time your utility was 4months out causing the timeline delay. 

  We do our best to keep every project timeline moving along but in some cases these delays are unfortunately out of our control. 

  At this time your system is installed and we are sending out a crew Thursday 06.02.2022 to resolve your current concern. Your system will be commissioned and fully operational this week. 

  We will be reaching out to discuss your concerns further and resolve the communication problems you've experienced.

  Once again we are grateful to have you as a customer and appreciate your patience and understanding.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Freedom Solar in ******** ******* **** ********** ************* ******** ** ***** will not return my calls or emails after several attempts. I'm trying to finalize my contract with them to complete the project, (We are coming up on a year). They have gone through Three Operations Managers since we've started the project. The crew is overworked and we had one installer fall off a ladder. I've already contact *** ***** and put in a ticket with them and will be using another *** ***** rep here in Colorado for my warranty. I would like a Freedom Technician onsite to answer my remaining questions, Confirmation that I received the right Solar Panels and that my system size is correct to what I paid for. To finalize payment.

  Customer response

  04/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17073261, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* ***

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have contacted Freedom Solar on April 1, 2022 requesting assistance due to a double pole double throw 60 amp circuit breaker that is tripping. I spoke with *****, who took my information and stated he would pass the information to the service department. ***** also stated someone would contact me with in 3 business days. it has been a week and there has been no response. ***** directed me to contact the service department @ ************. The service department number has forced me to voicemail 6 times. I left two voicemails NO RESPONSE. on April 6, 2022 I found the service website where I submitted a request for a assistance. No response. This issue is urgent because I have sold the property including the solar panels. The new owner will not go to closing with main 60 amp breaker for the solar panel system tripping. The circuit breaker is the issue and needs to be changed. I can shut of any section of the solar panels during peak exposure to the sun and the breaker does not trip.

  

  Business response

  05/02/2022

  Hi *****, we are sorry about the delay in communications. We sent someone out to your location on the 8th (April 8, 2022) to replace the 60A breaker with a new one and turned back on all the branches. We didn't find anything wrong with anything else and believe the issue is now resolved.

  Customer response

  05/02/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID 17002412, and find that this resolution is satisfactory to me.
  
  
  Regards,
  
  
  ***** *****

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got my solar system installed by Freedom Solar Power in November 2021. The system, which included 26 solar panels and a Tesla Powerball, cost $71,000.00, and was supposed to cover 100% of my electricity usage (see attached proposal). This was a complete lie! My average electric bill before solar was $174. After going solar, my electric bill significantly increased. My November bill was $108 (the system was installed towards the end of November), my December bill $180, my January bill $338 and my February bill was $296. This is on top of my $224 monthly solar loan payments! When I contacted the sales rep and her manager, I was told that I haven’t accumulated enough solar credits to see a decrease in my bill, and after January and February, my highest consumption months, I will not be receiving any more bills. Never in my discussions with the sales rep did solar credits come up or any possibility to pay higher bills after my solar install. My consumption has not changed and my family is very disciplined in conserving energy as demonstrated by my monthly average bill of $174 before solar. I can understand that there are days when solar production is low but going from $174 to $300 is not what I signed up for. The sales rep also told me that I would be getting a solar tax credit in the amount of $18,000. She added that if I apply this credit to my solar loan, my monthly payments would remain $224; but if I don’t, my monthly payments would increase to $308 starting in the eighteenth month. She absolutely made it sound like this credit is just like a check I’ll be receiving from the federal government. This was another lie! My CPA told me that the solar credit is a non-refundable tax credit that only helps if you have a high tax liability, which I don’t. So I can expect to continue to pay higher electric bills and higher solar loan payments. Overall, my experience with this company has been a nightmare. I'll be seeking legal counsel.

  

  Business response

  04/07/2022

  Hi ******* **, a few members of management have spoken to you on the phone about your system and we wanted to also respond to this to hopefully give some clearer insight into what we can see from our side as well as set some expectations for your system. We believe your system will produce 100% of your energy needs based on your 12 month consumption assessment and proposal. We also do see that you have a bill currently because your system is very new and has not had time to begin building credits for you. Your system has not had 12 months to fulfil the obligations set forth in the proposal we have given you. These proposals are based on a 12 month schedule. We still believe after reviewing the limited data that we have on your system will produce as intended, and can verify that your system is working perfectly. As it relates to the tax credit. Because we do not know your specific financial situation we can only advise you to speak to a tax professional before signing in order to ensure you are eligible for the tax credit. This is in the proposal we give you before purchase as well as advised in person. We again want to reiterate your system is on track to save you money on your monthly electric bill but the projection is based on a 12 month cycle and your system has not had 12 months of production at this time.

  Customer response

  04/10/2022

  Complaint: 16929955
  
  I am rejecting this response because it's factually incorrect and does not correspond to what the sales representative told me.

   

  Let me just clarify your statement that a few members of your management have spoken to me. I received an email from **** after I initially complained to the sales rep ****. **** told me that January and February would be my LAST electric bills (his exact words, email attached). This turned out false and when I brought it up to him, he didn't respond. Your other management members who contacted me asked me to send them my bills and said they would reach back out. They NEVER did. You responded only when I posted a review on ****** and complained to the BBB.

  
  It's very convenient to refer me to the Proposal's fine print. So basically your sales rep can lie all she wants as long as you have the proposal to deny everything? First she didn't base the proposal on 12 months. She used only ONE bill in which my consumption was 1572kWh. The graph in this bill doesn't even match the graph in the proposal. So obviously your assessment of my electricity consumption is fundamentally flawed because I do consume more than the system can provide. Please don't provide these lame excuses that I haven't accumulated enough credits. Your sales rep never mentioned anything about credits. 

  
  Your statement about the tax credit is insulting and further convinces me of the highly unethical and dishonest business practices of your company. Your sales rep took out her phone and calculated how much I WILL receive in tax credit. I just had to apply it to my loan to keep my payments lower. She failed to mention that this is a NON-REFUNDABLE tax credit that is only applied to your tax liability. It's NOT a refund check that you can use to lower your solar loan. This was a lie, period! Your company knows this! Yet you continue to mislead people and now shamelessly hide behind statements like "we don't know your specific tax situation". Your sales rep should've started with that. 

  
  
  Regards,
  
  ******* **

  

  Business response

  04/26/2022

  We want to apologize that you are not pleased with your solar experience and that you feel there was miscommunication.  We appreciate the feedback. When we modeled your consumption we did this based on a yearly consumption data given to us by your monthly bills that you provided. You spoke about your energy consultant using only one bill in which your consumption was 1572 kWh, I can also see from my end that we have several months in our model that peak over 2500 kWh. I want to again try to insure you that your consumption on our yearly model we still believe to be accurate and true. Your system isn't typical, in that we typically see gas heating used during the winter but know that you have a fully electric system meaning your highest bills are going to be seen during the winter months, the winter months will also be your lowest producing solar months due to shorter days and the sun's rays hitting the earth at a more shallow angle. While this system will offset your consumption in the winter to a lower bill in the first year, we can again see that in the coming year you should not see a winter bill or at least something even more extremely reduced. During the summer we are confident your system will perform in the same desired way, you will have a lower consumption in the summer than you do in the winter and will also be producing more solar, this is where your solar credit generation will begin. It's these solar credits that will carry your system throughout each year to provide you the desired electrical bill you wanted when going solar. Your system is modelled on a yearly basis, as this system is very long standing and will be in place for decades to come. tAt this time, your system has not had enough time to generate credits as your system was turned on during a time when you have your highest consumption and lowest production, as we move into the summer we expect to see the opposite take place in such effect that it will generate excess credits that will continue to grow as we see the same take place throughout all the summer months all the way into winter where you will then bring those credits with you to even further reduce the bill of your winter consumption. We believe your system is working as intended and will deliver what was promised on your proposal.

  We are able to remove your panels if you would like to discuss options and pricing please contact our service department at ************ but would strongly advise waiting to see how your system will produce throughout the year as we do believe what you believed you were purchasing is what is currently in place and will more than work for your specific situation and lifestyle.

  Customer response

  05/02/2022

  Complaint: 16929955
  
  I am rejecting this response because:

   I contacted the business's Service Department to discuss options. I explained the issue, but as always they assured me they would reach back out to me and never did. All the details they provided through this BBB forum should've been provided before I signed up. This would have provided me with a better picture of what I'm signing up for and know what I should expect. On the contrary, the sales rep misled and lied to me; because what I expected after talking to her was "no electric bill and a $18,000 solar credit that, once applied to my solar loan, would keep my solar bill at $224". That was the only reason why I proceeded with this company because $224 is closer to my regular electric bill. I'm very upset with this because I did not sign up or plan to pay $307 for 23 and a half years. The sales rep SHOULD  have told me that the solar credit was NOT refundable, matter what your tax situation is. It is not a check sent to the government. This sincerely resembles more of a scam than an honest business practice.I need this business to fix this!

  Regards,
  
  ******* **

  

  Business response

  05/11/2022

  Since your last response we were able to speak about your system removal as well as your requests to add more panels to your existing system. Thank you for offering us another opportunity to earn your business. It is our understanding that you would not like to have your system removed at this time after discussing the cost associated with this as well as the pro's and con's. With regards to the tax credit, we always make it a priority to advise that we are not tax professionals and that a tax professional will need to be contacted before committing to going solar if the tax credit is essential to you, as the tax credit varies from person to person and not all persons are eligible for this tax credit. We are unable to provide compensation for the credit's you did not receive from your FTC credit. We want to again strive to make this situation as pleasant for you as possible and are here to offer help in any way we can.

  Please feel free to reach out directly to our escalations team *************************** & ***************************** are very responsive and more than willing to jump on the phone with you when needed!

  Thank you again

  Customer response

  05/13/2022

  Complaint: 16929955
  
  I am rejecting this response because:

  To be clear I requested to add more panels if your company is willing to work with me and help me maintain my monthly solar loan payments at $224. If I just wanted to add panels, your company would be the last I or anyone I know would choose. In regards to the tax credit, your statement that "we always make it a priority to advise that we are not tax professionals and that a tax professional will need to be contacted before committing to going solar"  is totally false and your company knows it. Your sales rep calculated my credit amount and even told me that I could take a vacation with part of the funds. It's not that I don't qualify for the tax credit. I fully do and most people do as well. But the tax credit is only that! A credit applied to your tax liability, NOT A REFUND CHECK that can be used for a vacation or towards your solar loan monthly payments. It doesn't matter what your tax situation is; no one receives a check even if they qualify. It's clear that this is your sales tactic: make the consumer believe that they're getting a check if they qualify when you fully know that they're not. And to cover yourself, you just add "check with your CPA" after you lay the trap that the consumer can't get out of for 25 years. This is a despicable practice that I will be sure to report to the FTC and state Attorney General.
  
  Regards,
  
  ******* **

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have them install solar panel on the roof of my house on 9/9/2021. They came back 2 weeks later to install the electric and get them up and running. The inspector for Grand Prairie has come out 3 times to inspect the project and it doe's not pass. They put a discount on the out side of the house and it made the electric panel a sub panel and they need to replace the wiring to my stove and Dryer now. Then only have 1 year to get it passed the inspection. I do not know what the city will do after that point. I need help.

  

  Business response

  03/21/2022

  Hi *****, I apologize for the issues we've faced on this project. Our escalations team is working to resolve this with your regional operations team right now. We have a re-inspection scheduled for Wednesday 3/23/22. We are working to make sure this one will be successful and apologies again for the issues we've faced thus far.

  If you have any further issues please feel free to reach out to ***************************, this will get you in direct contact with our escalations manager if needed.

  Again we believe we have a resolution in site with the re-inspection coming on 3/23/22.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company installed the solar panels back in December 2021. Then it took so long for them to get back to us as to when the electrician could come out to finish. They finally schedule for 01/31/2022, a month after install of solar panels. We took the day off, they electrician never showed. When we were able to follow up they said that they forgot to inform us that we had been re-scheduled for 02/07/2022. They came 02/07/2022, however, they could not finish as the electrician mentioned it was a huge job and showed his frustration to us (the customer) after talking to his boss. They couldn't finish that day, so they rescheduled for 02/11/2022 to finish the job. They said we did not have to be home as they just to connect the wires on the outside. We saw they came though our cameras, however, when we got home, long wires were hanging from the house with no phone call or any sort of communication as to why the job STILL isn't complete. I have attached pictures of the said wires. We would like some one from the company to reach out to us so we can facilitate the job being completed before our first payment in March. Thank you!

  

  Business response

  02/14/2022

  Mr. ******, we want to start by apologizing for the issues we faced initially in your project. We mis-scheduled you and communicated the wrong date. We worked hard to rectify this issue after and appreciate your willingness to work with us in addressing this. When we came back out to finish the job on 2/7 we still had to determine the scope of the job required, we determined we would need more materials and then had to leave to collect the needed materials from our warehouse to continue our work. On our next visit we had to leave prematurely due to snowy weather and that of the safety of our electrician and your property. 
  
  
  We appreciate again your willingness to work with us on all of these issues and for speaking to us in regards. We are working hard to address the communication errors you stated you had, as well as finishing this job for you! If you experience a loan payment in March or anytime your solar system isn't working before installation, we will work with you on reimbursement.
  
  
  This is not a conclusion to our work together as we are still addressing the issues at hand and making sure your system is installed and operating properly, we just want to thank you for your continued patience and understanding in all matters involved thus far.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was mislead into purchasing Solar Panel with the assurance that a) the number of panels I bought would produce enough energy to actually create a positive credit on my bill meaning I produced more than I consumed b) that my overall bill I pay each month would go down. Not only has neither of these claims occurred despite even adding a second phase of panels to my home my bill has more than doubled since installing solar. I pay $330 for the solar loans and an additional $107 for my power bill (varies month to month). I uploaded a bill for a similar month with around 1800 KwH in usage before I had solar with **** ****** which came to $169 and my bill after solar from Reliant which came to $107 showing I saved $62 plus I took on a monthly payment of $330 dollars. I confronted Freedom and ******** the solar manufacturer and they claim the equipment is operating and producing power at expected levels which means Freedom solar completely misrepresented the savings I would derive from solar and how much I would produce.

  

  Business response

  02/21/2022

  We wanted to begin by apologising for any of the issues you are currently experiencing, a member of our management team has reached out directly to you through email with their contact information to set a time to speak to get more details. What we are currently seeing after a deeper analysis of your system is that your system is producing as intended which is why we are needing to get in direct contact with you in order to gather more information to see if we can resolve this together. We look forward to speaking and helping address any issue that may be present. You will see the subject line as Freedom Solar Power Escalations and the email will have come in from ***************************. If you are unable to reach this person or have not seen this email please reach out to ************ and ask for Escalations or email ************************************* and ask for Escalations. Please include that this is in regards to a BBB complaint.

  Customer response

  03/21/2022

  Complaint: 16744809
  
  I am rejecting this response because:

  I met with Freedom Solar’s Representative ******* **** 3 times that latest one was Friday March 11. After the last meeting and after I provided Brandon all the documentation, he requested relating to the entire power bill history his response was “I am not sure why you went solar”. Basically, admitting I was misled about the cost savings. He claimed he would pass along my info to their executives but wasn’t sure when he would hear a response so this matter is anything but resolved.

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

  

  Business response

  03/31/2022

  Hi ******, we are unable to approve any additional panels or compensation at this time. We have investigated the issues you have put forth from several different angles. Our findings have shown that before you went solar you were on a Nights Free plan with ***. This plan is no longer offered by ***. We can note that your energy use from 2021 to 2022 (January - March) has increased 25% or differing 6074 kWh vs 7680 kWh. We have spoken about looking at other utility providers / rates as being a viable option to lower your energy bill. I would recommend again looking at the utility providers in your area to see if we could find a better option for you as your consumption has grown. When you were with *** two years ago you were saving a significant amount with their Nights Free plan, had you not gone solar they would still not be offering this plan now and your electrical bill would be much higher. In that regard we can see that solar even with your solar loan is in a lot of circumstances saving you money. For example if we take your bill from Feb 2020 showing $344 for sold energy and $164 of Nights Free discount, had you stayed we would see that bill at $508 without nights free. Vs your February 2022 bill with your solar loan included would have cost you $437, this is with your increased consumption from 2020 to 2022. Every way we look at this we can see that solar is saving you money. We believe solar is saving you money both in the short term and the long run. For all of these reasons, we are unable to provide any additional compensation or addition at no cost. We are more than willing to discuss the options of what discounts are possible for additional panels for your additional consumption, but would not be able to get them for free.

  Customer response

  04/01/2022

  Complaint: 16744809
  
  I am rejecting this response because:Complaint: 16744809
  
  I am rejecting this response because:  Your response basically ignores the facts I used to open this case.  You claim I moved the goal posts by increasing my energy usage but the two bills I submitted had the exact same usage.  Prior to selling me the system I provided you that exact bill from **** ****** and you determined how many panels I needed to get to a net 0 power bill with a $220 loan.  Your estimate was so off it required 18 additional panels and still we are not at a 0 bill or close to it some months it isn't even half.  So unless you have evidence my usage went up by 100% over the bill I provided your argument holds no water.  You clearly miscalculated the number of panels twice now and in writing told me about the savings this system would provide and now my bill is more than double my previous bill even removing for the discount **** ****** provided me it did not go up by 25%.  You had an opportunity then to tell me I was not a good fit for solar that the panels I would require to meet my consumption were far greater than what I would ever pay the power company.  Now your best argument to this horrendous fraud was a slight increase in my own personal consumption and I need to shop around with power company's even though I am on #3 with no signs of savings on a single bill.  On our last call you even admitted I was not a good candidate for solar and you did not know why I went solar well saying that now does me no good and it speaks volumes to the integrity of the firm you represent who was either grossly incompetent or willfully fraudulent at the time of the sale take your pick.  
  
  Regards,
  
  ****** *****
  
  
  
  ****** *****

• Initial Complaint

  02/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  System ** ************** Solar Panels, Eseries Purchase Amount $42,181.00. Final Installment Paid 2021-12-15 (Paid in Full). The company provided a proposal for an 84% reduction in my electric bill if I purchase the solar system as designed by them. However actual reduction is only 35%. Contacted the business by email several times. Replies to emails have been slow and unsatisfactory. The last email that I sent was on Feb 3 2022 with a warning. An immediate reply was received but unfortunately, it was not satisfactory. Freedom Solar has provided no tangible solution to the mismatch between their proposal and actual savings. The account is tracked by name and home address: ******* ********, **** *** *** ****** *** **** ** *****

  

  Business response

  02/15/2022

  We would like to apologize for any inconvenience caused or misunderstandings that have occurred. We are seeing that your system is currently operating properly and over producing what was proposed. The issue might be due to additional consumption that was not accounted for in our proposal. We would love to speak with you about how your consumption data was generated and get a better understanding of what we are seeing. Someone from our side tried to call you today but was unable to leave a voicemail, they sent an email with their contact information so we can hopefully get more information from you in regards to this. We would love to address this concern. Currently from our side we see that you are consuming more than before you went solar. If you could reach back out to us so we can clear up any confusion and work to address your areas of concern that would be fantastic!

  Customer response

  02/17/2022

  Complaint: 16729223
  

  Dear BBB team
  Thanks for facilitating the communication with the business. 

  I am rejecting this response because it is factually incorrect.  I challenge them to corroborate their statements with actual data.

  
  Their claims on trying to contact me are also misleading.  Unfortunately, it is typical of evasive and sleazy business practices of the company.  The called me once (unscheduled call) while I was in a meeting.  I called them back right away, and nobody in the company could direct me to the person who had called.  I got 1 vague email from them.  I responded to it promptly.  It has been a couple of days and I have not heard back from them by email or phone call.  So far, they have failed to offer any tangible solutions to make up for the gap between what they had promised and what the system designed by them is delivering.
  Best regards,
  
  ******* ********

  

  Business response

  02/18/2022

  We again want to apologize for issues getting in touch with you, we have been given information that you are now working with our Escalations manager regarding the issues in question. They will be investigating this issue from

  Freedom Solar Powers side. We apologize for the perceived appearance of these communication but are glad to hear you are now in touch with one of our managers and have another scheduled call for Wednesday 2/23 as well as are in

  email communication with them. We are working hard to address this issue and if you have anymore issues moving forward please feel free to contact this manager back directly to schedule an earlier phone call.

   

  Thank you for giving us the opportunity to address these issues.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Panels were purchased in March of 2021, they were supposed to be installed in April but installation did not start until May and it was supposed to take a day but it took 3 weeks. I ended up having to pay a loan and a full electric bill for two months because of how long it took for the panels to even work. I was promised that it would lower my bill to around $20 or so a month except for some peak summer months however my bill has never dropped below $65. I filed a review on google and was told they would do anything to have a good review and I was contacted by an operations officer who did nothing to fix the problem and promised to follow up in November or December and did not contact me back. These panels have basically done nothing that was promised and they have the absolute worst customer service.

  

  Business response

  01/18/2022

  We have been in communication with the customer. The system is producing in accordance with the proposal but there was a small monitoring communication issue that is being corrected.

  Customer response

  01/20/2022

  Complaint: 16433604
  
  I am rejecting this response because: at the inspection of my panels I was informed there was an issue with the components and that they would be monitoring the situation because they are currently only producing 77% of the 85% of the energy that they are supposed to produce. This issue is not resolved and I have had no response from them since the inspection was completed.
  
  Regards,
  
  ******* ******

  

  Business response

  02/07/2022

  We apologize for the delayed installation, we are more than willing to pay the loan payment and additional price of electricity that you may have faced while you were paying for your system without having full services. We can see from our end the solar panels have been producing as intended and this will have had a positive effect on your monthly energy bill. I also want to apologize if you felt we were not taking the proper steps to address your issue when we had followed up in the past. We have tried calling and have left our contact information through voicemail and email if you would like to follow back up with us so we can continue to assist with any outstanding issues you still feel you are facing. 
  
  
  Your system is working as intended currently and has been for some time. I would like the opportunity to discuss expectations as well as come to a better understanding of what yours were so we can try and resolve in a beneficial way to both of us. We do not believe there is a current issue with your system but would like to further assess the situation, we would need some information from you to do so. 
  
  
  For us to investigate further we would need your 2020 & 2021 utility bills or all of the bills you could provide to us. This would help us understand where a misunderstanding could have occurred as well as to make sure your proposal for your system was generated correctly. We believe currently your system does not have any issues and this report was generated correctly but would like to work directly with you to check.

  Customer response

  02/09/2022

  Complaint: 16433604
  
  I am rejecting this response because: I was already asked for and sent in these bills! This is ridiculous, I was promised that if your system was working properly my bill should have been $20 a month. I have made no changes to my energy consumption and have cooperated with all requests you have made! YOU ALL HAVE YET TO FULFILL ANY OF YOUR PROMISES OR ACT IN A MANNER IN WHICH A PROFESSIONAL BUSINESS SHOULD!!! You sent me a week ago asking for survey info and I asked for a contact, which the representative called me said he was calling from yall, and then neglected to leave a CALLBACK NUMBER!!!!! This company has had the worst responses to contact request, have yet to solve the issue with me being able to monitor my systems production, and have failed on all of their promises. You should not be part of the Better Business Bureau network and if someone doesn't remove their head from their rear I will seek legal council to resolve this.
  
  Regards,
  
  ******* ******

  

  Business response

  02/17/2022

  We apologize for the delayed installation, we are more than willing to pay the loan payment and additional price of electricity that you may have faced while you were paying for your system without having full services. We can see from our end the solar panels have been producing as intended and this will have had a positive effect on your monthly energy bill. However on our 2/15 visit we did notice that the consumption tracking & production tracking was installed incorrectly resulting in some incorrect monitoring data, we were able to address this on site before leaving. I also want to apologize if you felt we were not taking the proper steps to address your issue when we had followed up in the past. Our next steps are to continually monitor your data to verify that your monitoring is now working properly. We again want to apologies for the issues caused, we have emailed you with our contact information for you to follow up with us directly anytime you'd like.

  Customer response

  02/18/2022

  Complaint: 16433604
  
  I am rejecting this response because: I'm not sure what email you used but I have not received any contact information for anyone at your company.
  
  Regards,
  
  ******* ******

  

  Business response

  02/25/2022

  We wanted to begin by apologising for any of the issues you are currently experiencing, a member of our management team has reached out directly to you through email with their contact information to set a time to speak to get more details. What we are currently seeing after a deeper analysis of your system is that your system is producing as intended which is why we are needing to get in direct contact with you in order to gather more information to see if we can resolve this together. We look forward to speaking and helping address any issue that may be present. You will see the subject line as Freedom Solar Power Escalations and the email will have come in from ***************************. If you are unable to reach this person or have not seen this email please reach out to ************ and ask for Escalations or email ************************************* and ask for Escalations. Please include that this is in regards to a BBB complaint.

*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. ↩