Office location: 2300 E 76th Avenue Suite D400, Denver CO, 80229
04/13/2023
Bobby Thomas
Littleton, CO
Short review (full review below): Please save yourself the headache and go with anyone else besides Freedom Solar. Everything about their customer service process feels broken. Our install is delayed, things had to be redesigned, and at literally every step of the way they have dropped the ball on communication, staying in contact with us, and generating trust in their process. I have given them so many second chances and tried to be a patient customer, but at this point they have ruined all ability for me to trust them as a company. Full Review: Had a great first experience with Freedom solar in terms of getting a system designed and a contract signed. As soon as the contract was signed everything fell apart, and no matter how many people I talk to and escalate our project through, things just keep getting dropped. First strike was that our original system designer (who sold me on Freedom solar, and was supposed to be my point of contact through the entire installation phase), left 2 weeks after I signed my contract. Did anyone from Freedom solar reach out to let me know about this? Nope. I learned about this after I tried to send an email to him asking about next steps. In response his manager emailed me back letting me know he left. I had reasonable concerns about what this meant for my project and contact with them, and wanting to have someone else still with the company double check that the system he designed for us would still work as intended. Instead I got left without a reply for weeks by this manager (Colleen), and had to start over by reaching out to the general customer service team on their website. I got a new system designer (Tony), who was fantastic, we talked through the original design, and he reassured me he would take over the project, and the system was still good. Tony was great. And I figured I was fine to give freedom solar a second chance and stick to the process. But, I also had people on the account management team disregard my emails and requests, and just again undermine my trust in Freedom Solar's processes. For example emailing my HOA president directly when I had specifically asked for all HOA submissions to go through me and I would route them to respective parties. Having repeat phone calls all telling me that some permit/application got approved, and having that same phone call happen 3 more times in the same day because they can't check that it had been done. My system had to get a slight redesign through the city permitting stage, which is totally fine, but how did I find out about it? Not through them reaching out and discussing the changes with me like they said they would, but instead as I was CCed onto a resubmission of the design to my HoA. When I brought up that I haven't even reviewed the changes yet, they said there were no real changes, it was just to the drawing. This was not true, an entire panel moved sides, and things had to be shifted around 3-5 feet. I wanted to talk through this with a designer to see how this would impact production, since I was assured the original layout was optimal for solar production. Turns out this new configuration lends itself to even better production, which is just confusing. Loss of faith in their processes once again. Then my case got escalated to be handled by someone on the customer service team. They were friendly at first but after discussing my concerns and trying to figure out what options there were to build back trust or to back out of the contract since I don't have faith in their ability to deliver a good install or follow up warranty care, I was told they would circle back with me first thing on Monday, 4/10. Monday and Tuesday came and went with no contact. Tried calling them Wednesday, and now its Thursday and that's the last straw which is why I'm leaving this review. Long story short, things just feel broken at Freedom Solar, unless you get lucky with a smooth process from the right people, just know that it feels the company has big problems that could be a big liability for a long term project like solar.
System size (kW): 5.6
Year installed: 2023
Freedom Solar Power reply
04/25/2023
Bobby - Thank you for taking the time to share your experience with us. We apologize that you have not had the smooth and professional experience that we strive to provide for all of our customers. We appreciate your feedback and will use it to improve our communication and customer service processes. We are committed to ensuring that all of our customers have a satisfactory experience, and we would love the opportunity to discuss your concerns and find a resolution. Your feedback has been escalated to our team, who should be reaching out to you promptly. Please contact customerservice@freedomsolarpower.com if you have any questions in the meantime.