ComplaintsforFreedom Forever Solar

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attempting to change name on solar system to myself after purchase of the home. Freedom Forever is stating that because I didn't do this change in 90 days after settlement they will not make this change. They stated that it's in the contract. I have no part of said contract and I challenge them to find my signature or acknowledgment of said contract.This is my legal property and I have a right to file a warrantee claim against the manufacturer of faulty equipment. Freedom Forever is denying my this right based on the contract that they had with the previous owner.If I cannot be allowed proper service of my personal property due to Freedom Forever holding me to a contract that I never saw or signed I will hold them liable for all costs associated with uncovered repairs.I just want the system in my name - I will not work with Freedom Forever as a servicer or installer, The customer service I have encountered so far is not to a standard I would like to continue contact with.

  Customer response

  09/27/2024

  I am rejecting this response because:   this action promised has not yet been completed.  Conversation I had with them indicated that it can take upto 30 days.

  I will accept action once I receive confirmation that system is in my name and warranty repairs have been completed.

  Business response

  09/27/2024

  Hello *******,
  
  Thank you for taking the time to respond. As communicated by your point of contact on September26th, the warranty transfer is currently in progress. We will keep you updated until it is finalized. Additionally, they will ensure that any necessary repairs are completed promptly so that your system is running at an optimal level. Your point of contact has scheduled a follow up call for October 3rd to provide with any available updates at that time.
  
  While we continue to address these concerns, your point of contact is available should you have any questions. We appreciate your patience and thank you for being a valued member.
  
  Best regards,
  Freedom Forever

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted with Freedom Forever for solar in 2022. Panels were not turned on for service for over a year (turned on June 2023). Received an SRP bill 08/2024 for a balance of $403.00. Reached out to Freedom Forever solar on 9/4/2024 and was told that there was a notification to them about the invertor, which stopped working as of 8/10. Freedom stated they did not have the invertor order and would take 5-10 business days. After 7 days (9/10), I called Freedom Forever back as they failed to call for scheduling service. Service was schedule for 9/16 to replace the invertor. 9/14 technician came out and replaced invertor. On 9/18, I called Freedom Forever to request a refund in the amount of $203.00 (which is the difference in charges occurred from their negligence in notifying me of the system failure event that took place on 8/10). Freedom Forever referred me to my financer stating they would refund the difference. I spoke to the financer which informed me this process was incorrect and referred me back to Freedom Forever. I did make a second call to Freedom Forever and requested the refund again, but was refused any viable solution. Ethically, I cannot be held responsible financially for Freedom Forever system malfunction. Additionally, I was not notified on any platform (electronic/paper) to act on this system failure sooner. It also seems highly unreasonable to request my financer to compensate me a loss of funds due to a vendor system failure. I have included two months of billing from *** to reflect the increase due to the failed system.

  Business response

  09/19/2024

  Hello ******* Family,
  
  Thank you for bringing your concerns to our attention. We understand the frustration youve experienced with the timeline of having your system serviced. We want to assure you that were committed to resolving this for you. To provide dedicated support, we have assigned you a specific point of contact, they will guide you through the rest of this process.
  
  We're pleased to note that spoke with your point of contact today, September 19th and they informed you that your system is online and producing well. They have also sent you an email with a summary of your discussion today.
  
  Thank you for your patience and for being a valued part of Freedom Forever.

  Best regards,

  Freedom Forever

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After months of complaining I filed a BBB case in July 2024. They finally sent a technician and everything was repaired and functioning until 9/1/2024. This is ridiculous. Im responsible for paying $30000 for equipment that doesnt work.

  Business response

  09/19/2024

  Hello Olds Family,
  
  Thank you for bringing your concerns to our attention. We understand the frustration you've experienced with the timeline for servicing your system, and we want to assure you that we are committed to resolving this matter.
  To provide dedicated support, we have assigned you a specific point of contact who will guide you through the remainder of this process.

  
  Were pleased to note that your point of contact reached out to you on Tuesday, September 17th, to discuss your concerns. They are actively working on scheduling your service as quickly as possible and have sent you an email summary of your conversation. Additionally, a follow-up is scheduled for September 25th, unless an update becomes available sooner. If you need to reach out before the scheduled follow-up, please dont hesitate to contact your point of contact directly. We are here to assist you every step of the way.

  Thank you for your patience, and for being a valued part of Freedom Forever.
  

  Best regards,

  Freedom Forever

  Customer response

  09/19/2024

  I am rejecting this response because: The issue has not been resolved.  I appreciate, "We have a follow-up scheduled for September 25th, but I will reach out with any updates sooner if possible."  but my equipment has not been repaired and I am still losing money. Until Freedom Forever has resolved the issue, repaired and or replaced the equipment and compensated me for funds lost there is nothing for me to accept. There is no reason I should have faulty equipment 4 months in 2024 and this is only September. 

  Business response

  09/20/2024

  Dear Olds Family,
  

  Thank you for your response. We understand that you would like to keep your complaint open. However, Im pleased to inform you that your dedicated point of contact has successfully scheduled your system for service on September 24th.
  
  We remain committed to ensuring that your system produces the electricity it is designed to deliver. You are eligible to request a production guarantee review annually, specifically during the month of July. This guarantee allows us to address any instances of underproduction as outlined in your contract.
  
  Your point of contact will follow up with you after your service visit on September 25th, as agreed. Should you need any assistance before your scheduled follow-up, please dont hesitate to reach out to your point of contact.
  
  Best regards,
  Freedom Forever

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