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Handled By: Customer Support Supervisors and
Lead
Resolution Specialists
...
QUALIFIERS |
A lawsuit has been filed. A customer/customer’s attorney is contacting EverBright to obtain Legal’s information. The Attorney General of the customer’s state notifies EverBright of a filed complaint. The potential exposure involves $10,000 in cash payments or the value of products/labor provided. EverBright receives a UCC Lien Notice.
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Note: A customer threatening to hire an attorney, threatening to file a lawsuit, or alleging that they have an attorney are not qualifiers to escalate to Legal. The customer must explicitly state they have performed one of these actions in order to escalate the matter to Legal. |
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Sending an Internal Notice to Our Legal Team
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Project Type: Everbright Legal (LEG) Summary: Legal Escalation: [TYPE (OPTIONS LISTED BELOW)] – [Customer’s Name]/[Customer’s State] – [Name of the Installer] (See Chart labeled “Naming Convention” Below) “TYPE” Selection: ATTORNEY DEMAND, AG (Attorney General) COMPLAINT, LITIGATION, LEGAL QUESTION, ESCALATED CUSTOMER
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Description: Copy and paste the internal notice Legal forminto the description and complete all the required fields. Attachment: Download and attach documents referenced in the internal form (e.g., customer’s contract, change orders, signed documents, etc.)
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Internal Notice Legal Form
*Customer Name: | [TEXT] |
*State: | [TEXT] |
Utility: | [TEXT] |
Name of spouse / child / other complainant (If applicable): | [TEXT] |
Project Address: | [TEXT] |
*Demand (What are they asking for?): | ☐ Monetary compensation (other than FULL tax credit amount) in the amount of $____________ ☐ Monetary compensation – full tax credit amount of $____________ ☐ Contract cancellation – keeping the System ☐ Contract cancellation – removing the System ☐ Waiver of balance in the amount of $____________– keeping the System ☐ Waiver of balance in the amount of $____________ – removing the System ☐ Additional panels – Qty: N/A ☐ Battery – Qty: N/A ☐ Removal & reinstallation (re-roofing / roof repair) ☐ Paying third-party contractor invoice ☐ Other:______________________________________________ |
*Contract Type: | ☐ PPA ☐ Lease ☐ RIC 1.0 ☐ RIC 2.0 |
*Installer Name: | [TEXT] |
Contract Price: | [TEXT] |
Contract Signed Date: | [TEXT] |
Project Type: | [TEXT] |
*Project Stage: | [TEXT] |
PV Install Date: | ☐ [DATE] ☐ N/A |
PTO Date: | ☐ [DATE] ☐ N/A |
Status of Financing: | [TEXT] |
*Summary (Include discussions or involvement of other third parties, the person that notified us of the complaint, the customer review / company reputation aspect, etc.): |
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Naming Convention
Request Type | Subcategories | Naming Convention | Examples |
Legal Escalations | ☼ Attorney Demands
☼ Regulatory - Consumer
☼ Litigation
☼ Arbitration
☼ Deceased Customer
☼ Information Request | Legal Escalation: Attorney Demand - Customer Last / Customer State – Installer Name
Legal Escalation: AG Complaint No. ##### - Customer Last / Customer State – Installer Name
Legal Escalation: Litigation [Complaint/Case] No. ##### - Customer Last / Customer State – Installer Name
Legal Escalation: Arbitration [Complaint/Case] No. ##### - Customer Last / Customer State – Installer Name
Legal Escalation: Deceased Customer - Customer Last / Customer State – Installer Name
Legal Escalation: Subpoena No. ##### - Customer Last / Customer State – Installer Name | Legal Escalation: Attorney Demand - Smith / CA - Infinity
Legal Escalation: AG Complaint No. 24-00184 - Smith / TX - Infinity
Legal Escalation: Litigation - Case No. 24C0045-202 - Smith / TX - Our World Energy
Legal Escalation: Arbitration - AAA Case No. 12345 - Smith / SC - Complete Solar
Legal Escalation: Deceased Customer - Smith / GA - ASA
Legal Escalation: Subpoena - No. 144490 - Smith / UT - Shield Energy |
Customer Releases | ☼ Customer satisfaction letters (low remediation value)
☼ General releases (mid-sized) | Customer Release: [RIC/TPO] - Customer Last / Customer State – Installer Name | Customer Release: RIC - Doe / CO - Shield Energy |
Document Requests | ☼ Requests to draft or create a document
☼ Template prep
☼ Inquiries as to whether a document is needed and/or which document is needed | Document Request: New Agreement Type - Commercial / Short Description
Document Request: Revised Agreement Type - Commercial / Short Description
Document Request: New Agreement Type - Consumer / Short Description
Document Request: Revised Agreement Type - Consumer / Short Description | Document Request: New MISA Addendum - Commercial / Lead Gen Program
Document Request: Revised MISA Addendum - Commercial / Direct Pay
Document Request: New PPA Addendum - Consumer / Roof Waiver
Document Request: Revised PPA - Consumer / ACH Language |
Legal Questions | ☼ Regulatory questions
☼ Licensing questions
☼ Research requests
☼ Marketing / sales strategy compliance questions
☼ Questions about what we can/cannot do under PPAs/leases/RICs, etc. | Legal Question: Regulatory - [State/All States/Federal] / Short Description
Legal Question: Strategy - [State/All States/Federal] / Short Description
Legal Question: Interpretation - [Legislation/Contract/Language] / Short Description
Legal Question: Business Practice - Short Description | Legal Question: Regulatory - All States & Federal / Contractor Partial Pay
Legal Question: Strategy - NV / Compliance with S.B. 293
Legal Question: Interpretation - Legislation / NV S.B. 293
Legal Question: Business Practice - Copies of Cancelled Contracts to Customers |
Administrative Requests | ☼ Diligence requests
☼ Document pulls
☼ Anything that's mostly administrative in nature | *In progress | |
Legal Reviews | ☼ Requests to review marketing materials (scripts, blogs, claims, website content, proposals, email templates)
☼ Requests to review Installer or employee training materials
☼ Internal policies and procedures
☼ Contract requests to review a counterparty's redlines of first-party paper OR requests to review counterparty's contract
☼ Interconnection Agreements | Legal Review: Marketing - [Landing Page/Blog/Slide Deck/Web Content/Ad Copy/SM Post/Script/Email] / Short Description
Legal Review: Training - [Slide Deck/Script/Collateral] / Short Description
Legal Review: [Policy/SOP/Process] - Short Description
Legal Review: Contract - Contract Type / Counterparty Name
Legal Review: Interconnection Agreement (ID#) - Utility Name / State - Installer(s)
Legal Review: Audit Response - Agency Name / State | Legal Review: Marketing - Email / Pending PTO
Legal Review: Training - Slide Deck / Installer Intro to Solar
Legal Review: Policy - Consumer Leasing Act (CLA)
Legal Review: Contract - Services Agreement / SFDC, Inc.
Legal Review: Interconnection Agreement (IA171756) - Xcel Energy / CO
Legal Review: Audit Response - Attorney General Office of Consumer Credit / CO |
Litigation | ☼ Anything that comes in through service of process
☼ UCC / lien-related matters
☼ Consumer litigation ("Type" is Litigation, "Category" is Consumer)
☼ Commercial lit
☼ L&E
☼ Really any litigation | *See Legal Escalation section. | |