Background:
In some situations where the homeowner’s payments are due before the system is operational, EB has implemented a pause payment plan. In these cases, the customer’s payments will be paused until their system is operational. Refer to the Excel sheet Homeowner Paused Payments.xlsx and make sure that they are indeed on the list:
Dear customer,
As you may recall, EverBright is the financing company for the solar system being installed at your home. We have been following the progress of your system installation by [org] and are aware of significant delays in getting your system operational.
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Internal Comment: Homeowner’s Phone number and Email address (inbound calls only)
Inbound Calls
If homeowner calls in from Renewable Resources the “Communication to Homeowner about Installer Covering Payments”, refer to Refer to the Excel sheet Homeowner Paused Payments.xlsx and make sure that they are indeed on the list. Complete all necessary fields on the Excel sheet and refer Refer to the FAQ’s above to answer any of their questions. Notate all relevant information as an internal comment and close ticket.
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Outbound Calls - Paused Payment - New Installer
Hello, am I speaking with [homeowner name]?
This is [agent name] calling from EverBright, the clean-energy solutions provider that is financing your solar system. Thank you so much for taking the time to speak with me today. We know you are experiencing significant delays in getting your solar system operational and we’re doing all we can to improve your experience and get your system working.
As part of our efforts to correct the situation, we’ve paused your payments and waived any late fees you may have been charged while your system is not in operation. You should have received prior emails outlining this as well. In order to provide a better experience going forward, we are assigning one of EverBright’s trusted installers, [installer], to complete the work. [Installer] should be contacting you soon, if they have not already, to get started.
Rest assured, we – in collaboration with [Installer] – are fully committed to getting your system operational.
Thank you again for taking the time to speak with us today! Have a great day!