Complaints

• Initial Complaint

  02/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In June I got solar panels put on my house. The salesman told us that we would get close to $30,000 in government incentives for getting solar panels. When we had our taxes done we found out that it is a non refundable credit. We wasn't getting any thing back on our taxes like the salesman said. He also led me to believe that I wasn't going to have an electric bill that the solar panels would take care of the electric bill everything that he said is not true if I knew that all this wasn't true I would never have gotten them on my house. The salesman should not tell customers stuff that is not true. I was sold these solar panels under false pretenses.

  Business response

  02/28/2024

  We are currently reaching out to this homeowner to get more insight on his complaint to see if a resolution can be reached between parties. 

  Customer response

  03/26/2024

   
  Complaint: 21288624
  
  I am rejecting this response because:

   

  I am sending this in regards to the last complaint that the business did get in touch with me and said that they would see about giving me a 29,0000 refund but they said that they had to wait till the boss got back in town to give the ok but I have not heard anything since 2 going on 3 weeks. Its like they just blew us off .
  
  Sincerely,
  
  ***************************

  Business response

  03/27/2024

  Sunder Energy is still currently investigating this complaint internally. The monies mentioned in ******************** response is what the homeowner is requesting to be refunded, but is not promised as a resolution. 

  Customer response

  03/29/2024

   
  Complaint: 21288624
  
  I am rejecting this response because:
  They have not done anything to resolve this 
  Sincerely,
  
  ***************************

  Business response

  04/12/2024

  *******, 

  My name is ********************* - your complaint has been escalated to me. I oversee all of our compliance and complaint teams. I will be reaching out to you today to get more information and get this situation resolved. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In late August of 2023 ********************* a dealer of sunder energy showed up at my front door stated that he worked for Freedom Forever and the federal government was funding free solar panels to qualifying homes. Which later on in the process I found couldn't be further from the truth. Everything that **** told us was a lie. He made vague promises that he did not hold to. Several times he visited my home and I asked various questions and he would have an answer but sadly nothing he said was true. The solar panels were installed October 10,2023. After installation we received a copy of a 25 year loan for the solar panels from the financed company Mosaic. In shock we first contacted ****** and they told us that it is a loan and the story about federal government funded was not true. We immediately contacted **** about this and he had his explanation that the people that worked for Mosaic are foreigners and didn't know how to explain the situation but he is the one with all the lies. Making further complaints we found out nothing he told us was true. Now we're in a 25 year loan something that we would have never anticipated because it's far too much for our budget. This person needs to be stopped because he a very deceitful person. It's very hard trying to pay two monthly energy bills. Please help us get a resolution.

  Business response

  12/27/2023

  ****** - we are very sorry to hear about your situation. This sales rep has been deactivated and is no longer affiliated with Sunder Energy in any way. Additionally, Sunder Energy is not longer partners with Freedom Forever or Mosaic. However, we can reach out and attempt to help you resolve your complaint with them and ****** directly. We will reach out to you directly and inform you about our attempt to ask Freedom Forever / Mosaic for a resolution on the issue. 

  Customer response

  12/29/2023

   
  Complaint: 21047096
  
  I am rejecting this response because: This is a serious matter and being that the salesman was employed with Sunder energy at the time the company needs to take a stronger approach in this matter. This has really put a strain on our finances being on a fixed income. This rep and the companies need to  resolve this issue with a financial resolution.
  
  Sincerely,
  
  *****************************

  Customer response

  12/30/2023

   
  Complaint: 21047096
  
  I am rejecting this response because: I have not received a resolution for this issue. I have been put in a financial bind under false an misleading information and Sunder energy, *********************, freedom forever and Mosaic should be held responsible to assuring me that this issue will be totally resolved in the which I  would have no obligations to this loan project. I would have never signed to a 25 year loan putting my home on the line if I  was given the opportunity to the truth.

  
  
  Sincerely,
  
  *****************************

  Business response

  01/30/2024

  We have continued to reach out to Freedom Forever in attempt to understand the status of this project. The sales representative has been terminated from Sunder Energy - but continues to work with Freedom Forever. We have, again, reached out to you directly in attempt to resolve this matter. Looking forward to hearing from you and discussing the best path forward.

  Customer response

  01/31/2024

   
  Complaint: 21047096
  
  I am rejecting this response because: the business (sunder energy) is not making a strong enough effort to get this matter resolved.
  
  Sincerely,
  
  *****************************

  Business response

  02/02/2024

  Great talking with you today and getting on the same page. We apologize again for this situation and hope our actions have helped alleviate some of the headache caused by the situation. As per our conversation, we reiterate our desire to help you press toward a resolution with everyone involved. As you have our direct information - please do not hesitate to reach out directly to us with any other questions or concerns. 

  Customer response

  02/09/2024

   
  Complaint: 21047096
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** I am rejecting this response because I am still dissatisfied and have not received a just resolution to this matter. I would like to see more efforts in getting this resolved because this is daily stress to my family and I.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 5/20/23, a sales rep knocked on our door. He said he represented Freedom Forever. He showed us the solar panel pricing and what we would be looking at. He told us they were usually close to 6 weeks on installs in our area. We would owe no payments until it was all online. Everything sounded great.We signed the contracts, then the problems started.An electrician showed up at our house without any prior notification. I was out of town, so they obviously couldn't work. They also had the wrong equipment with them due to the company giving them the wrong info. So they get rescheduled for the next week. Then the Freedom Forever solar installers then called. They show up and do the install of the panels even though the electrical work isn't done yet.Electrical work gets done and then nothing happens for a couple weeks. At this point, I get a bill from Mosaic. Apparently Mosaic paid Freedom Forever immediately after signing the contract, so payment is due a certain number of days after that first payment. My sales rep says that shouldn't happen and gets it approved through his "boss" that they will re-imburse me for that payment. I submit the payment receipt and hear nothing back. I am waiting on Permission to Operate. I get a new meter from the ************* and a note that says I have permission to operate. I have received emails from Freedom Forever since that happened stating that I am just waiting on Permission to Operate.Now when I reach out to my sales rep, he tells me he no longer works for Sunder Energy, LLC. Unable to call anyone at Sunder. Freedom Forever gets put on hold forever and then has hung up.

  Business response

  10/02/2023

  We are currently reaching out to the homeowner via email for more information to assess this claim. 

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April 2023, I worked with an employee of Sunder Energy, representing Freedom Forever Solar, to get solar panels on my house. With assurances from the representative, that the cost would cover everything and was competitive. The agreement was that costs would not accrue until the panels were active, which should be within 90 days (active on 4/28/23). The solar panels were installed on June 26, 2023. The installers were not able to complete all of the electrical work, and that someone would contact me soon to complete that. After about two weeks, I hadn't heard from anyone, so I contacted my representative at Sunder Energy and emailed Freedom Forever. **************** said he would also contact Freedom Forever. still nothing had happened, but I got a payment needed notice from ******, who I got my loan through. On 8/8/23 I contacted them and they reached out to Freedom Forever. I got a call from *********************************** (8/9/23) but nothing happened. on 8/14 & 17/23 I received an email from **************** listing what needed to be done & who to contact. On 8/18 I tried to reach ************** again but he never returned my call. It has now been 2 months since installation (over 120 since contract was active) and no response. I am now paying on the loan as well as for electricity from PGE. I have also learned that the cost they quoted is way above comparables in my area, so feel I was mislead there as well. I would like to not have to deal with this company, or get a substantially lower cost if the panels can not be removed.

  Business response

  08/31/2023

  ***********************,

  Thank you for reaching out to us with your concerns. We would like to reach out to you directly to resolve this matter. We talk all complaints very seriously, especially when there are accusations about being mislead. We would like to make the situation right as soon as possible. Please look for an email from our team to discuss this issue. 

• Initial Complaint

  08/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They ignore "No Solicitation" signs and do their door to door scams where they are legally prohibited.

  Business response

  08/14/2023

  **** - We take complaints and accusations of "legally prohibited" behavior very seriously. Our representatives are trained to observe and obey all laws and be respectful of homeowners requests. It appears this was not the case in your situation and we will review and address the situation directly with the representative in question and their manager. Any information you could provide - including a name or badge ID would be helpful in our review. Thanks for the bringing the issue to our attention.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed contract on 9/22/22 with Sunder Energy/Freedom Forever to have a solar system installed on my home. Contract guaranteed completion date was 12/21/22. They told us they could probably get it done before Thanksgiving. They did the preliminary site audit, but then we heard nothing. Sunder sales rep Christopher ******* W****** did not answer or return calls. He would respond to text messages with vague promises to respond, but never did. it took over 2 months to get permits from the City of Fountain Valley due to what Mr. W****** characterized as "miscommunication between Sunder and the roofing subcontractor." They NEVER contacted me with any updates or informed me of anything. I had to contact them repeatedly and continually to get any information about status or progress. They have no project manager or customer service whatsoever. Partial re-roof was originally scheduled for 12/16/22, but roofing foreman showed up to the house the night before and informed us that they needed to add plywood sheathing and that was a change order, so they had to reschedule to January. This should have been done as part of the site audit prior to permitting. They finally removed roofing and added plywood on 1/13/23. City inspector signed off on plywood. New comp roofing added on 1/29/23. Solar installed by Freedom Forever on 1/31/23. Called for final City inspection and inspector failed them on 2/22/23 because he didnt see the roofing prior to panel installation. Panels were removed on 3/15/23 and reinspection scheduled for 3/29/23. City inspector cancelled due to rain. In the mean time, Mosaic financing has taken 2 payments, which under contract, was not due until after the system is operational. It appears Sunder or Freedom Forever obtained payment from the financing company before the project was completed. I have submitted 2 requests for payment reimbursement to Freedom Forever for February and March 2023 payments. I have not yet received reimbursement as of 3/29/23.

  Business response

  04/10/2023

  We will reach out to you directly to get the situation resolved.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Working with *************** llc and sunder energy has been a nightmare for over a year. This has caused me so much stress. The rep was in my house March of 2022. They didn't install panels until June 3rd 2022. They didn't give me access through Centerpoint energy until 2 weeks ago. Still to this day I have no access to a ****** tesla battery that I got installed. Nobody has any management or any hierarchy if I ever want to speak to a manager Please please please help me.

  Business response

  04/11/2023

  We will reach out and work with you directly to get the situation resolved.

  Customer response

  04/12/2023

   
  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.
  
  Sincerely,
  
  ***************

• Initial Complaint

  08/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Fraud- we purchased solar from this company and the sales rep promised to buy out our current security provider HomePro for the free incentive with ******* we agreed to it and they cancel our HomePro but refused to pay HomePro which has now been sent to collection we have made over 50calls to both the sales rep and also directly to this company as well as sent multiple emails without responses. Please think carefully before purchasing from this company

  Business response

  08/11/2022

  Our team - including the sales rep involved in your purchase have been working to resolve this issue. As of 8/2/22 the last information we had from you was you were satisfied. Please let us know what else we can do to ensure your satisfaction with this resolution. Thank you!

  Customer response

  08/11/2022

   
  Complaint: 17660953
  
  I am rejecting this response because:

  I just called you again and left another message the bill from HomePro is still unpaid and still in collections we had to pay it to get it out of collections so please send the payment to us or response to our email or voicemail.
  
  Sincerely,
  
  **********************

  Business response

  08/16/2022

  According to the sales manager who has been working to resolve this issue, he has been in communication with you and let you know that the rebate has been added to your SOW and that this issue will be resolved following your activation.  We see that PTO was achieved yesterday so you should have everything taken care of shortly. Please let us know what else we can do to ensure your satisfaction with this resolution. Thank you!

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint has to do with solar installation on my home. I signed up to have them install solar, and finance the **** through mosaic solar. The installation was completed on 4/6, we signed up on 3/15. After the solar panels were installed, we heard nothing further on the progress. I reached out to the rep from the company regarding this, and he kept stating that they were waiting on the city to inspect the panels. Weeks go by, we still hear nothing about the progress. Fast forward to now, we finally have the inspection passing via the city and are still waiting on our permission to operate. The technician advised us to file for a refund of the monthly payments that we are paying for the last couple of months as we were not supposed to be billed until 45 days after our Permission to Operate was given. I've submitted a request for both August and July's bills, with no information from customer service other than it's processing, for July, and August needs to wait until August 1. We were also told that our **** would be the same for the solar financing each month, for the first 18 months after which the **** would go up if we didn't use the tax refund on the ****. We accepted that term. We've seen 2 bills, the first one as ******, financing at ****%, which is what we agreed to. August's **** is ******, with a new rate of ****%. We have done nothing to cause the interest rate to go up over the course of one month, and I'm concerned that this trend would continue.We are requesting July, August, and September's bills, at least, to be reimbursed, and the rate of financing to be what was agreed upon, at ****%. I believe that at this point that is a fair expectation given what we were told at the time of signing up for the solar installation from Sunder / Forever Solar instead of the first company we looked at. The two companies were close in comparison and at this point, I'm wondering if we should have gone with the other company.

  Business response

  08/11/2022

  *****, we will be reaching out to you, your sales rep, and Freedom Forever directly to resolve your concern. 

• Initial Complaint

  03/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  One of Sunder's door-to-door salesmen came to my house, disrespectfully ignoring my no soliciting sign, as he was instructed to do so for all houses in my area by his management. He then proceed to tell me about a program where they will install free solar panels on my house at no cost. When pressed for details, it turns out the program is not free, and is only a replacement for part of the cost of your current electric ****. Here's a generic example of what's being sold: Your $100/month electric **** can be cut in half for only $100/month through a 30/yr loan to buy solar panels from Sunder. So you'd pay $150/month for the same amount of power, but they're claiming the value of the solar panels will offset the difference by adding value to your house and by reducing your **** after the loan's paid off in 30 years. Maybe that actually works out to be a good deal for some people, but it's definitely not the same as the advertised "free solar panels".If there are any potential customers reading this, please be very careful doing business with Sunder Energy. Their misleading advertisements and disrespectful sales tactics are strong indicators of predatory and untrustworthy business practices.

  Business response

  03/16/2022

  ******** - Thank you for bringing this matter to our attention. Our reps are not trained to mislead potential customers in any way - including using the phrase "free solar panels". Like you said, for many people the outcome of the investment in solar is well worth the initial cost, however, this is no excuse to claim a product/service is "free". We would like to investigate this situation more fully to ensure this particular rep is not perpetuating any false information. Do you have the name of the individual you with whom you spoke? Please provide any additional details about this individual so we can address them specifically. 

  We can assure you this not representative of our organization as a whole and we will address this specific situation and ensure it does not happen moving forward. 

  Thank you.

*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. ↩